Sky Q box regulary loses internet connection.

[Mattcarpenter82]

Hi laing.

So, I have Sky Wifi Max Router, and other than normal wifi devices (phones, alexas, laptop etc) i do have a range extender, its a tplink device and serves my garage. I believe this is connected direct to Router wifi.

I have sky Q for TV viewing.  This is 1 main 2TB box replaced recently, on reporting the issue and having an engineer visit.  Next I have a mini box, just replaced. And any form of connection trialled seems to upset the Main Q TV box connection.  I have tried connexting it to a Booster, a hex pod, the router and the sky box.

Present, but unpowered are a Hex pod, and a sky booster.  I removed these during fault finding.

[Chodley]

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@Mattcarpenter82 wrote:

So, updated Q mini box delivered and installed.

Problems straight away with the main box as soon as the mini is connected to the network.

Ive tried everything i've read on here/been advised by sky so far and still no better off.

These items in my opinion are incompatible.

I have a call back on Sunday afternoon, where I will again be exploring the option or reversing my wifi max if there is no progress.

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I reckon that the mini is deciding it will take over the duties of linking/bridging the Q mesh to the router's network for some reason and it's got ideas above its station.

I had all this pain and just gave up on wifi.

[Laing1]

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@Mattcarpenter82 wrote:

Hi laing.

So, I have Sky Wifi Max Router, and other than normal wifi devices (phones, alexas, laptop etc) i do have a range extender, its a tplink device and serves my garage. I believe this is connected direct to Router wifi.

I have sky Q for TV viewing.  This is 1 main 2TB box replaced recently, on reporting the issue and having an engineer visit.  Next I have a mini box, just replaced. And any form of connection trialled seems to upset the Main Q TV box connection.  I have tried connexting it to a Booster, a hex pod, the router and the sky box.

Present, but unpowered are a Hex pod, and a sky booster.  I removed these during fault finding.

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@Mattcarpenter82 this has probably been tried but if I were setting up Sky Q with your equipment and on wifi id start by connecting the main Q box to the max router if the max router is too far away then connect the max pod to the router then the Q box to the max pod to connect the mini box it will need to be connected directly to the main Q box by wps  if using wifi if you need to you could connect the Q booster to the main Q box and the mini box to the Q booster.

The problem with the new max router is that it doesn't contain the airties mesh that the Q equipment does as does the previous 2 routers do so needs to be thought of as a third party router 

As i dsaid thats probably been tried by you 

[Mattcarpenter82]

Yes, you are correct, already tried.

There must be others who have managed this, both with WifiMax or a 3rd party router, else there would be loads complaining.

I dont understand why my set up is being so difficult, its a simple set up.

Ironically today I was emailed to say full fibre now available, so I might enquire into sky stream.

Sad fact is, this should work as sold, and it doesnt.

[Laing1]

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@Mattcarpenter82 wrote:

Yes, you are correct, already tried.

There must be others who have managed this, both with WifiMax or a 3rd party router, else there would be loads complaining.

I dont understand why my set up is being so difficult, its a simple set up.

Ironically today I was emailed to say full fibre now available, so I might enquire into sky stream.

Sad fact is, this should work as sold, and it doesnt.

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@Mattcarpenter82 it really does point to the router as being the cause of all the problems have Sky tried a new router as i know you said they sent a new mini something to ask them or see if they will send you either the older er110/115 router or the last router with the airties mesh the SR203 

If you are seriously thinking about Stream i'd reccomend reading the post in the Stream forum and thoroughly researching it as its completely different some people like it some hate it 

[Mattcarpenter82]

My router is the wifimax router, as I understand it, an upgrade to the others! Surely stepping back to the previous is coming away from the benefits attributed to the wifimax setup. It was new a month or so ago. It is the only other item to change, and I suppose a hard reset of it could also be an option.

Is this complicated?

[Chodley]

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@Mattcarpenter82 wrote:

Yes, you are correct, already tried.

There must be others who have managed this, both with WifiMax or a 3rd party router, else there would be loads complaining.

I dont understand why my set up is being so difficult, its a simple set up.

Ironically today I was emailed to say full fibre now available, so I might enquire into sky stream.

Sad fact is, this should work as sold, and it doesnt.

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Mate. There are loads complaining. It is by far the most common topic on here.

[lemondrops]

Shocking this still continues every single day 

[Mattcarpenter82]

I think I've had a bit of a breakthrough.

Ive had both devices working without dropout for half an hour.

We'll continue to test over the next few days, but my setup is now this....

I had an RE220 which I have connected to the Router with a SSID which differs to the Router.

The main Q box is connected to this, had to connect as 3rd Party, with password.

The mini, is connected to the Sky Booster. Not the Hex Pod, thats not in use. The booster is only being used as the TV was a bit jumpy without, possibly due to distance. I tried the Pod, but the Booster worked better.

If anyone else has similar success, please let me know...it seems the Sky Q main box needed a middle man!

[Mattcarpenter82]

Ok, so little update, got up Sat AM, mini box not showing tv, however all connections looked good.

I restarted the box and all ok, so considered perhaps the mini box was automatically on the 5G frequency, which doesnt exist via the RE220 as far as I can see. I disabled 5G on both Q viewing boxes, and went away, until now...came back, all working ok, no help needed!

Will continue to test, but sky are due to call tomorrow, and we could be looking to arrange a wifi engineer visit.

At the moment though its working well and both boxes arein use.

The phone support was concerned that the hex pod was unsuccessful!

[lemondrops]

I ended up disconnecting everything then resetting mini box. 🤞so far so good.  My husband had hard wired them, honestly over my head!

[Mattcarpenter82]

This proves the point I made to the Sky broadband tech earlier...

Customers are having to provide their own fixes to defective sky equipment supplied but unable to be used as intended.

The other likelihood is, people are choosing not to use the mini.

What is clear is there isnt a Sky fix for this issue.

I have another call back tomorrow, when I can be in front of the box, but outcome is expected to get a wifi engineer sent over from Sky, to figure out whats going on, i'd have thought the descriptions I gave them should be a pretty big clue!

Will update!

[Mattcarpenter82]

So the disconnects keep happening on the mini box, even with 5g disabled. When checking the network status and connection to TV they both report OK.

Sky call back happened, and they went through checking the booster was connected properly, and it still occurs.

Had abother call back, and now engineer is booked for 3rd Jan.  This will be our 3rd visit since taking on the Wifi Max

[Mattcarpenter82]

I still find it odd that the sky Q box doesnt show up on wifi list when connected direct to wifi max, but does when via RE220!!

Anyone else got experience of this?

[Nigel501]

Solution, change your Sky DNS to 1.1.1.1 

- Settings - Status - Network Connection - Network Setup - Advanced Settings - IP Settings - Set Manually - DNS Server - 1.1.1.1 - Confirm - back.