Sky Q connectivity Issues

[Bundy+Bob]

Help please. I have switched from BT FTTP Broadband to Sky FTTP yesterday. Under BT I had my Sky Q box connected to the network via an Ethernet cable from a BT Wholehome disc and then 3 sky mini boxes were connected via Wi-Fi from other BT wholehome discs around the house. To keep the mini box's stable a Sky booster box was needed to be connected to BT Smart Hub I used.

Since the switch to sky yesterday and using a Sky SR203 black hub I've tried recreating this arrangement after turning off the Wi-Fi from the Sky Hub  but the Sky Q connection via Ethernet to the BT Wholehome disc is unstable and the BT disc keeps losing its connection once the Ethernet connection is made to the Sky Q box.

Without using the BT meshed discs and relying on the Sky Wi-Fi and sky booster and the Sky boxes as Wi-Fi hotspots the Wi-Fi is significantly slower ( Wi-Fi speeds with the meshed BT discs are 250mps at the slowest regions of the house and 70mps when using Sky Wi-Fi from the Hub and boxes as local hotspots).

Any suggestions on how I can get a stable connection between the BT Wholehome disc and the Sky Q box using the Ethernet cable? Cheers.

[Chodley]

Hmm. I have a similar setup, at least from the Q to a wholehome disc. I have the

wholehome base disc plugged into a 3rd party router & then onto an fttp ONT.

What was the booster supposed to be doing in the old setup? Surely the wholehome mesh was doing all the wifi (did you turn wifi off on all the Sky boxes?) and that would just cause interference?

[Bundy+Bob]

Hi Chorley, thanks for the reply. Sky engineers set up the sky booster as I had connectivity issues with 2 of the mini boxes being unstable- the only fix was adding the sky booster box hard wired directly into the BT Smart Hub.

I'm pretty sure I had the Wi-Fi hotspots switched off on the Sky Q box. I think you need to switch it off before restarting the Network connection don't you?

[Chodley]

If you have wifi turned off on all the boxes (not just the Q) then I don't think the Sky booster will do anything other than get in the way of the wholehome mesh . The minis should be using ethernet (as far as they know) and that is flipped to a wifi physical layer by the wholehome mesh. Nothing should be trying to talk to the booster. I would remove it and set up your Q first then add the minis again via ethernet (pretty sure they turn on wifi when you reset the network and you have to deactivate it again)

[Bundy+Bob]

Hi Chorley, thanks again- I've removed the power from all the minis, turned off the Sky Hubs Wi-Fi, reinstated my BT WH discs again, and unplugged the sky booster. BT mesh is fine - I've tried to connect the Sky Q box again via Ethernet from at BT disc ensuring the Wi-Fi settings are turned off on the Sky Q box. Still same result- the Sky Q box connects then the BT disc losses connectivity within a minute or so of connection. 
As soon I remove the Ethernet connection from the back of the Sky Q box the BT disc resumes returns to connected. Any more ideas. Thanks for your help.

[Chodley]

Hmm interesting. I think I had this exact problem the first time I tried to use a WH disc via ethernet. That was with BT as an ISP but I got it working while still with BT and it works now with this new router too.

I don't know what changed. I do have one difference from you which is that the minis are connected via powerlines to a small hub which is behind the WH disc, and the Q is also plugged into that. I can't see why that would matter though. I assume all devices are on the latest firmware?

how many discs have you got? I've got 5

and which discs have you got? I'm on the original white version.

[Bundy+Bob]

Yeh I have the original white version too. Can't work it out, nothing has changed except for ISP provider and the main router. I've ensured all the minis were powered down so it was only the Sky Q I was trying to connect and without the sky booster on!

Really don't want Wi-Fi speeds of 70mps when I can get 200-250mps using the BT mesh but little choice if my Sky TV does function!

[Chodley]

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@Bundy+Bob wrote:

Yeh I have the original white version too. Can't work it out, nothing has changed except for ISP provider and the main router. I've ensured all the minis were powered down so it was only the Sky Q I was trying to connect and without the sky booster on!

Really don't want Wi-Fi speeds of 70mps when I can get 200-250mps using the BT mesh but little choice if my Sky TV does function!

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Yeah I get UHD movies ready to play in 5-10 seconds and it improves the entire experience.

Maybe worth trying a small hub to emukate my setup, in case there's a reason the direct ethernet connection without a crossover cable upsets the disc.

There are a couple of real experts on here on WH. Worth a search to see if they have solved this before.

I wonder if your new router has some spanning tree protocol flooding protection and it's blocking the connection somehow (it's usually done on a direct port connection basis though) 

[Bundy+Bob]

So I have just tried a power line adaptor from the SKY Hub and the other into the Sky Q Ethernet and that works!!!!!

Now to try to get the minis connected!

[Bundy+Bob]

Unresolved Issue- any help would be hugely appreciated. Posted here recently and continued tinkering but still hasn't resolved it and I've wasted 2 hours of my life with Sky technical support yesterday.

Recent change from BT FTTP Broadband to Sky Gigafast- previously used a BT Smart Hub with connection via white BT Wholehome Disc to Sky Q via Ethernet and 3 minis that connected via Wi-Fi - all worked fine and stable. I have 4 white BT Wholehome discs in total but unable to use these to connect to the minis without significant works!

Now with Sky Hub(SR203- black) the BT Wholehome disc connects to the Sky Q as before via Ethernet- stable for less than a minute and then the BT Disc loses its connection. Wi-Fi set to off on the Sky Q and on the Sky Hub, Plenty of free disc space on the Sky Q box! 
Have tried with a power line connection to the Sky Q which works, however, when I try to connect mini via the same power line adaptor connection it is unstable. 
Not sure what to try next- all work fine if I just go with Wi-Fi connections from the  Sky Hub but Wi-Fi speeds are disappointing! 
Any help would be greatly appreciated.

[sudman]

Sky Q doesn't work directly wired into the BT WholeHome WiFi disc. As you have discovered it causes the disc to crash and display an error. 

My resolution to this was to just use a simple switch cabled directly into the WiFi disc and cable the Sky Q box to that. Also disabled the WiFi on the Sky Q box (although I believe this can never truly be disabled) and set static IP's to the Q box & other wired devices.  

[PandJ2020]

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@sudman wrote:

Sky Q doesn't work directly wired into the BT WholeHome WiFi disc. As you have discovered it causes the disc to crash and display an error. 

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I believe that depends on which version of the discs you have.  Mine work just fine in that configuration.