Sky Q connectivity issues - frustrating to say the least

[JosephtheDaddy]

Arghh,

So this last couple of weeks, we keep losing connection between the sky router and the main Sky Q box. This used to be connected voa network cable and there were never any issues.

Since we lost the service temporarily a couple of weeks ago (as most others did), the main Sky Q box is now intermittently losing connection to the router. This has now affected the mini boxes as they will not connect, due to them thinking their is no network connection.

I have tried the following:-

Unplugged the Sky Q main box, followed all the steps for setting up and the internet connection it won't recognise the cable connection.

I have then tried to connect wirelessly, again following all the steps and the internet keeps dropping out and then briefly showing as connected before dropping out again.

I have reset the router multiple times, no difference.

I have ran connectivity checks and they all appear to be fine.

Nothing has been moved in the house, the router and all sky boxes are in exactly the same positions.

No new devices are connected to the network.

I have had issues before (early last year)but usually sorted pretty quickly by a new box (was issue with main sky q box) or a complete reset of everything (which meant I lost all recor, etc)

I work away and my wife has become so frustrated at not being able to watch tv, she has told me to cancel the service.

Are there any other steps I can take, as I don't want to be placed on hold onm the phone for an hour (still waiting for a call back regarding my stolen mobile phone (supposed to call back a week last Saturday)

[Addie15]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
 

[JosephtheDaddy]

I managed to get through to support yesterday afternoon and spent over an hour trying multiple ways to try and get things working.

It appears that it may be the main sky q box, as all other non tv related devices are working fine.

Now, the main issue here is engineer availability.

almost 3 weeks until someone can come to check on the equipment! (21st June) and that meant me having to pay a £15 "premium slot" surcharge. Operator is crediting my account back for the surcharge due to the wait time.

3 weeks of having a service that I cannot use fully I think is a bit of a disgrace and will probably end up with me voting with my feet at the end of the current contract.

[Barlow62]

Same here since had sky q mini.... 4-5 times a week since new boxes 2 years ago had enough is an understatement 🤬 £200+ a month for what... really... go on live chat useless ... fuming, plus to put the cherry on the cake charged for nearly 2 years for kids channel at £9 p/m 🤬🤬🤬 said I DIDNT WANT IT, since when do 20+ year olds watch the kid channel, want someone from sky to contact me asap I'm not sitting for an hour+ trying to get through.... so thanks sky u had £247 out the bank last night & guess what I can't watch anything cheers for that ..... shambles. 

[Leahjadelj]

I have literally had the same issue for the last few months! Every other device in the house is connected, including the TV (which we have to to watch YouTube and Netflix etc through instead). Our box says it is connected, but it isn't when I try to use the connection.

We need a new Sky Q box and none of the options on the "help" asks you questions about connectivity or the box not working. 

[KShetty]

I have had the issue with my Sky Q box ever  since I switched over to EE BB from Sky.

I scoured through various online forums but without much success. 

I do think I have now found a stable solution that works.

Caveat - I have an EE SmartHub Wifi Hub

Go to Hub Manager typing this in your web browser https://192.168.1.254

Enter the admin password supplied with the Hub

On the Hub Dashboard screen, select Wireless => Change Settings (on the top of the screen) 

You shall now see a screen with Main and Compatible WiFi as toggle options

Select Compatible WiFi, turn it to ON

The Network name should automatically have a -COMP at the end

I kept Security setting as WPA2-Personal

Security Password is upto you, I kept the same password as the Main WiFi

WPS is set to ON

I enabled the 2.4 GHz channel only

Keep the the 5 GHz channel disabled 

Click on Save and return to the Dashboard screen

Now go to the Settings => Network Connection => Network Setup on your Sky Q box

Select the Wireless netwok with the -COMP at the end & enter the password

Once connected , you should be good to go.

Note - I did not change any settings on the Sky Q box by enabling the secret menu pressing 001 when on the Settings menu

[Chodley]

Yeah some newer EE hubs don't have that compatibility mode any more unfortunately.

as for the OP - did you disable wifi after "the big reset"?

[JosephtheDaddy]

@Chodley,

Whay would I disable wi-fi when everything else connects fine?

The tv has been pretty stable, I now have issues with the Sky router randomly disconnecting and taking ages to re-establish connection.

[Chodley]

---

@JosephtheDaddy wrote:

@Chodley,

Whay would I disable wi-fi when everything else connects fine?

The tv has been pretty stable, I now have issues with the Sky router randomly disconnecting and taking ages to re-establish connection.

---

I meant on the Q which you said was cabled.

[KShetty]

I switched over to EE just 2 over weeks ago, so would assume I have the latest EE hub

[JosephtheDaddy]

Ah, with you now.

I need the Q mesh to connect the other mini boxes as I cannot hardwire one of them.

As I said, it's been more the router that has been restarting, so I don't know if something has updated on the box in the background?

It was unusable last week and is now quite stable compared to then.

[Andy56]

I've had the same issue since mid May. I don't know what is causing the SkyQ Main box to disconnect in the first place, but discovered that reconnection only works if you power off the Sky Q mini and then reconnect the main Sky Q box to the router. Once connection is established , only then power on the Sky Q Mini and allow it to recover its connection to the Sky Q Main box. Looking at the logs on my BT Smart Hub, there seems to be a problem with the local network created between main and mini that causes any reconnection attempt to fail within a minute of it being reestablished. Doing a power off sequence as describes at least keeps the connection available until the next outage which is happening weekly on my kit. 

I also agree that the time taken for the Sky Q main to reconnect on its own seems to have got longer recently.  Hope this is useful info for someone. 

[Barlow62]

So upgraded broadband no new hub sent out just left with a antique 20 year hub (love an insult me..... not) paying £200 a month (just out of contract on sky tv packages.... so way we are now thinking of not renewing if this is how we the customers are left , just burning £'s over 19 years wow thanks sky & thanks for helping  (wasted hours & hours on the phone & still not sorted, oh then see charged £8 a month for 25 months for kids tv channel, so I'll be escalating a complaint & will be getting a refund within the 28 days like you want paying, it's our contract) 👍🏻

[Chodley]

The Q connects more reliably to the old Sky routers than it does to the new ones.

I didn't think the old ones could do fibre connections though.

[Barlow62]

Well reading up on it & looking on forums people had their hubs replaced with upto date 1's & no problems