Sky Q box reports no internet then connects to the internet in a constant loop

[mushr00m]

Generally the Q apps don't work and the programme listings are intermittent.  The displays are more or less constantly saying that the internet is disconnected.

When I look in the menu at 'Settings -> Network Connection -> Network Setup'  where it should be a tick at the side of 'connection to internet' it's generally an x which then changes to a tick for about 5 seconds every 30 seconds or so.  No amount of rebooting the internet router or resetting the connection improves the situation. The connection to the broadband router is always ticked. Other devices can connect to the internet without interruptions. This situation really reduces the usability of our Sky service.

We have the Q box and 2 mini boxes all cat6 hardwired to a Ubiquiti USW-24-PoE switch.

The internet is provided by PlusNet and because we live out in the wilds of Yorkshire it's not the fastest. Usually we have about 10 - 20 Mbps downloads and about 1 Mbps uploads.

Since the boxes are all hardwired I have disabled Wi-Fi on all three. 

[oldfella]

---

@mushr00m wrote:

Generally the Q apps don't work and the programme listings are intermittent.  The displays are more or less constantly saying that the internet is disconnected.

When I look in the menu at 'Settings -> Network Connection -> Network Setup'  where it should be a tick at the side of 'connection to internet' it's generally an x which then changes to a tick for about 5 seconds every 30 seconds or so.  No amount of rebooting the internet router or resetting the connection improves the situation. The connection to the broadband router is always ticked. Other devices can connect to the internet without interruptions. This situation really reduces the usability of our Sky service.

We have the Q box and 2 mini boxes all cat6 hardwired to a Ubiquiti USW-24-PoE switch.

The internet is provided by PlusNet and because we live out in the wilds of Yorkshire it's not the fastest. Usually we have about 10 - 20 Mbps downloads and about 1 Mbps uploads.

Since the boxes are all hardwired I have disabled Wi-Fi on all three. 

---

Hi @mushr00m 

Just be aware that Sky Q does have issues when using 'Managed' Ethernet switches.

Also with only 20 Mbps speed you will have difficulty streaming any Apps if using UHD

[mushr00m]

Hi @oldfella, I did try connecting the Ethernet from the Q box directly to a port on the PlusNet router as a test. The problem was just the same without the switch involved.

[oldfella]

---

@mushr00m wrote:

Hi @oldfella, I did try connecting the Ethernet from the Q box directly to a port on the PlusNet router as a test. The problem was just the same without the switch involved.

---

Hi @mushr00m 

With all boxes on Ethernet you should follow the procedure below.

When all boxes are connected by Ethernet you can then switch off all Q box WiFi.

Start with main Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

Repeat the network reset on any minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for it to connect.
Once it is connected go into the mini hidden menu (same procedure as above) and turn off both bands of WiFi. Confirm before exit.

[mushr00m]

Still struggling with this. Even using the hidden menu to disable Wi-Fi doesn't stop the network going on and off line constantly. THAT SHOULD NOT HAPPEN WHEN HARD WIRED.

The really odd thing is that one we can get an app running it stays really stable.

It will have taken anything up to 30 minutes of going into settings -> network for the box to acknowledge that there is a network but once we can see the icons for the apps it will work.

This annoying performance is not worth the £120 a month we are paying sky.

Is there a solution Sky or do we cancel?

[6954Dave]

we have exactly the same problem, even with 2.4GHz wifi connection. drops off every 5-10 seconds then reconnects

[mushr00m]

Hi Dave

I installed cat6 cabling for our TVs and Sky boxes because I thought it would be more reliable and faster than relying on Wi-Fi. It's unstable using either. Using the hidden menu to disable Wi-Fi doesn't make it any more stable when hardwired. It has been suggested that the Sky Ethernet modules do not work well with managed switches and we have a Ubiquity switch. I don't understand why that would be the case however. 

I will do a packet trace to see if I can spot why the Sky box flip flops around like this.
In the meantime we are having our broadband speed upgraded to see if the poor (rural) connection is an underlying issue. Hopefully when we get fibre to the premises things may improve.