Sky Q box regulary loses internet connection.

[massey.l]

The bit that's just not right is that it's a Sky software issue and the answer is to go buy additional hardware to overcome something, if Sky really cared then they should issue the additional hardware for free. Or update the faulty software 

[Altaf]

Hi @Gaz1 ,

Thanks so much for detailing the steps to fix this problem. I feel much more confident that I'll be able resolve the constant loss of connection now!

Thanks slso to people like @Chodley and others on the help forum, who selflessly support the Sky customer base.

Bless you!

[Chodley]

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@massey.l wrote:

The bit that's just not right is that it's a Sky software issue and the answer is to go buy additional hardware to overcome something, if Sky really cared then they should issue the additional hardware for free. Or update the faulty software 

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They do issue sky Q boosters for free if they can't get wifi working, afaik. They gave me one anyway, not that it solved the problem in my case.

 But this is a cheap solution you have control over yourself.

[Beachmouse]

If it's any help, this is the one I purchased to solve the problem (using Gaz's set up suggestion). It's £20 on Amazon:

TP-Link AC750 (RE220)

[massey.l]

Yes thanks for that, I have a devolo set but they haven't cured the issue. It's very poor that they send out this hardware which clearly hasn't been fully tested if it contains such a fundamental bug such as this that renders it useless . 

[Altaf]

Hi @Chodley 

can you have more than Sky booster for a big house? Thanks 

[cuke]

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@Altaf wrote:

Hi @Chodley 

can you have more than Sky booster for a big house? Thanks 

---

We've got two in our large 4 bed with brick interior walls, so you could have..

[Gaz1]

Sky has about 13 million customers so probably do not feel it is as significant a problem as we do.

On top of that they have thousands of call handlers that are not aware of this apparent common fault. I know when I spoke to them several times prior to solving my issue only a couple knew. Some googled it there and then themselves to find that people were asking about the SkyQ Wifi fault.

The Sky engineer that attended knew nothing when i explained it appears to be a common fault but the other engineer he called to ask, had heard of it.

As more and more complain and they realise it is an inherent fault I think they will get it fixed with an update.

Until then I am happy to run with the cheap fix rather than cancel SkyQ and have nothing.

[Altaf]

@Gaz1 

As someone, who's worked as support manager at a major international bank, I find it sad that this problem is not being fed back up the line. Therefore, we are not visible to the beancounters in the grand scheme of things. People like you, who are constantly helping Sky (and reducing their costs), to be seen as influencers and listened to. Sky is losing an opportunity here.

Thanks again to you and the many others who are doing such a fine job!

[elmstar]

Just to say that this isn't just a wifi connection problem, it also happens when you're directly wired to the router. Often I'm told that the box is connected to the router but that there's no internet....even though there is.

[Chodley]

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@massey.l wrote:

Yes thanks for that, I have a devolo set but they haven't cured the issue. It's very poor that they send out this hardware which clearly hasn't been fully tested if it contains such a fundamental bug such as this that renders it useless . 

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Well yeah. Tell us something we don't know 😉

[Chodley]

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@Altaf wrote:

Hi @Chodley 

can you have more than Sky booster for a big house? Thanks 

---

Maybe. I suspect, as they're not a proper mesh, they might start to trip over each other.

[Rob+Moore+66]

Hi again All

i have taken the advice offered here and bought tp link 300 from Amazon. £11. 
no hassles setting up and occasional drop out but nothing compared to previously. Sited 2 feet from q without cables. 
the tp link has free returns so no brainer. Working now for 2 weeks.

perhaps it's the tp link that is able to speak to sky q.?

🤞🤞🤞

[debian1]

OK so I gave up on Sky coming to the rescue and have used 2 power line network adapters instead.  They have been connected for 6 days and, touch wood, no problems at all since.  One plugged in to router and one to the sky q box. 🤞

[pra29]

I'm having the same problem. Lost connection every day for the last three days. FTTP. Road and is stable and mesh router is eight feet fro Sky box. Never, ever had this issue with Sky HD box.