Sky Q box regulary loses internet connection.

[debian1]

I am getting this frequently as well.  Often can't get into Netflix but if I try on iPad or just from TV it works fine so must be SKY Q box issue.  Problems accessing You Tube as well.  Internet is fine as all other devices can access it is just the sky q box.  It is driving me mad, paying for a service which we cannot get!  

[R_84]

Turn your router off at the power, Sky or not for 10 minutes.

Crucially, this does not reset your settings! 

Push your home button and scroll to settings... do not go further.... push 001 select (circle button with a dot) opens the engineer menu. 

Go to reset. Reset settings. It will turn off. *This does not get rid of your recordings.*

You will need to reconnect your remote, Push 7&9 together until the red light flashes at top of remote. Push and hold 1&3 together and follow the on screen prompts.

Next check your picture resolution in the settings, set up, audio visual, picture resolution.

After 10 mins of your router you'll need to reconnect either by password or was (sky only). 

This will resolve most connection issues.

If your tv box is within 2m of the router. Get an Ethernet cable and plug that in. 

** If you aren't confident in any of this, call the customer service line.**

If you're Internet is with another provider, it's also good to check latency on a speed checker. Also make sure your internet provider hasn't updated to IPV6 only... Good call before phoning Sky... your Internet might be working on everything else, but not sky Q. 

[Rob+Moore+66]

Thanks for this

worked for a week. Then out agsin

pretty frustrating. 
Will contact sky and cancel subscription. Obviously a fault with the box. Everything else works gine

[John+Ford2020]

So after everybody's results and tested tried and tested methods of getting their internet working.

I've done a deed and got a 30 m ethernet cable and now it's directly from the box to the box. 

Been about 2 months now and I've not had one problem.

Problems all appear to be with Wi-Fi and the mesh systems etc

[debian1]

OK so after a few months of frustration with this, turning sky q box off, resetting router etc. etc. phoned Sky this morning as they are taking money but not providing the service.

Spoke to woman for approx 30 minutes (prob more) who asked me to try all the things we had already been trying, finally she asked me to switch box off at socket (again) and said her system had stalled could I hang up and she would phone me back.  Of course it's now  1 hour later and surprise no phone call back from her.  We are extremely fed up now.

[GDRMC]

Hi @debian1 your problem sounds very similar to the one we had. After talking to Sky on numerous occasions they eventually sent us one of their boosters,  we had to pay just for postage. We haven't had a single problem since when  connecting to the internet to stream tv programmes. Suggest this to them next time you  speak to them. Please see my previous post on this thread. Hope this help

[Rob+Moore+66]

Thanks for the heads up. Will do exactly that.

it seems that the Q box will only talk to sky broadband router. Therefore a range extender might be able to talk better to the sky box. However I have 160mps right next to box?!@&£. 

[Gaz1]

@Rob+Moore+66  Don't worry about the speed difference. You only need 25 - 30 Mbps for streaming Netflix, Prime etc.

[debian1]

Just spoken to Sky who finally phoned  back after cutting me off last week.  Asked for the Booster you suggested and he refused to send one as my broadband is with BT and not them.  

[Gaz1]

@debian1Did you explain to them why you needed the booster and that it is not required to actually boost the signal from the broadband.

Most of the SkyQ customer care staff should by now be aware of the Inherent problem with SkyQ and a direct connection to certain Routers / Hubs.

The purpose of the booster is to circumvent that connection and connect SkyQ to the booster and not the Router. Their other option is to continuously send out engineers and acquiesce to the well known fault with SKyQ software.

[Mark_Jabez]

Get a Sky booster to enhance your Wifi Signal.

[GDRMC]

@debian1 we are with Vodafone and the engineer we spoke to admitted  it was the only way SkyQ will work properly with a different provider. It will make SkyQ box think it is talking to a Sky router. Keep pushing for one if you can, good luck. 

[GDRMC]

@debian1 This is a link to the same one ón Amazon in case they won't give you one. Make sure it is this one, as its the newest model, doesn't have an ethernet connection like the older ones,  https://amzn.eu/d/6DB3d18

[Gaz1]

@debian1You don't need a bulky Wifi booster. Just a simple plug in range extender. Go back through the threads and you will find my post where I found that a basic TP-Link plug in range extender solved the problem.

Everything you need to know is explained and starts on page 3 of this thread

[TimmyBGood]

---

@debian1 wrote:

 Asked for the Booster you suggested and he refused to send one as my broadband is with BT and not them.  

---

Historically Sky has supplied boosters specifically to solve Q television issues where they aren't the ISP.  What they won't do is loan booster hardware for general internet problems unless the subscription is Sky Broadband plus Broadband Boost or Max WiFi.