Sky Q constantly disconnects from internet, almost every 10 minutes!

[janjan123]

My sky Q kept on dropping Internet lots and lots of times every day. Fed up with connecting it all the time. So I changed internet supplier and it's still the same. I have multi room. 

[oldfella]

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@janjan123 wrote:

My sky Q kept on dropping Internet lots and lots of times every day. Fed up with connecting it all the time. So I changed internet supplier and it's still the same. I have multi room. 

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How far is your Q box from your router and who is your current internet provider @janjan123 ??

[TTW]

I have a very similar issue, but mine occurs every day or two and is extremely frustrating. I have a 2TB main box and 2 mini Q boxes. I have a 3rd party internet provider so the Sky Q box creates it own 'Skyxxx' Network which it uses to communicate to the Mini Q boxes, however following many many months of living with this issue and routinely resetting network configurations and rejoining the devices, I have concluded the issue is with the wifi capability inside 2TB box (as opposed to the MiniQ boxes).
 
The most common symptom is that the mini Q boxes lose connectivity with the 2TB main Q box. Simply repowering the Main Q box (only) more often than not restores this connectivity. If this fails, then repowering the Mini Q box(s) (after repowering the Main 2TB box) will more than likely resolve the issue.
 
The second problem is that the Main 2TB Q box Loses connectivity with my 3rd Party router, despite the signal being strong, with no other interfering networks on the channels, and all other devices being unaffected (ie. the issue is not the router!). - Again, Simply repowering the Main Q box (only) will often restore this connectivity, however more recently I have to completely reset the network config (reentering my wifi network SSID & Password) to resolve the issue.
Another example of the stability of the Sky Q 2TB network card, is the fact that quite often I am unable to watch Netflix through the SKY App (displaying just an error code), but being able to watch Netflix perfectly in THE SAME TV, simply using the TV Netflix App.
Will SKY send a replacement 2TB Q Box for free or would I have to Pay? - if its the latter then I will probably end up just cancelling, as I am getting tired of spending my time resetting Q boxes around my property?!!

[lozg14]

i have been finding this issue the last couple of days.

i reconnect the internet to the sky q box, which is a faff typing in the code constantly!

then when we come back the next day, it's disconnected again.

there is no issue with our internet, we are with EE and have been for over 2 years, our box hasn't moved either.

[hrai]

I'm assuming you're connecting via WiFi? Whilst not ideal* or cheap have you considered using Powerline connectors? You can get, for example, a pair of Gigabit adapters (with plug passthrough) for 70ish quid.

Personally all my AV kit uses wired Internet (TV, Q, PS5 & Blu- ray ) and leave WiFI for portable devices but obviously not everyone is able to do that.

*The best option would be to install a pair of LAN sockets (one next to the router, the other near the Q box) connected by cat cable. Most TV aerial installers will do it for around £150ish all in. Again not cheap but if you have several devices in the same place (TV, Sky, games console etc.) that need internet connection it's far more reliable. (A 4 port network switch is less than a tenner.)

[mart6391]

Okay - I had this problem for goodness knows how long. Was on SkyQ box # 4 - the engineer stated the problem lies within the SkyQ box - it uses a cheap antennae. The Sky helpline was always to suggest I changed my broadband provider to (surprise surprise) Sky. So I put them on the spot - if it continues to drop the connection - SkyQ to their router would they cancel the broadband contract without penalty - answer was no!! - so a con in my book.

Ordered a repeater, same manufacturer as my router and hooked up a Cat5 cable from the back of the SkyQ box to the repeater. No further disconnects.

[janjan123]

Hi

sorry this has taken such a long time to answer, but I didn't get a prompt to say had a message.

I change my Internet provider from BT to GIGACLEAR and as I said it was still the same dropping off every 10 minutes terrible. So I called gIGACLEAR and they said it's something to do with the mesh whatever that is and to call sky and they'll sort it. I did call sky and they sent an engineer out and he wired the Linsky box from GIGACLEAR into a box he put on the wall which he connected to the outside where the fibre cable comes in from GIGACLEAR. I don't know if this makes sense to you or not as it doesn't to me. Anyway all seems to be working okay. It did get a little bit slow and I thought it was going to drop out and I just press the button on the Internet booster boxes I got from sky and that seems to do the trick now. Thanks. 

[Chodley]

Very odd for the Sky technician to touch the Gigaclear equipment. How was the router connected to the fibre outside before he added what sounds like an OTP?

The boosters - are they generic or Sky Q ones?

[janjan123]

Hi

The boosters are what Sky gave me some years ago when I upgraded to SkyQ. I was with BT before and everything was fine up until just over a year ago then I constantly lost connection and BT was slow anyway and buffering and freezing when trying to watch iPlayer. I decided to change to GIGACLEAR fibre which has turned out to be very much faster than BT. When gIGACLEAR was installed I just could not get the connection to stay for more than five minutes at best. When the sky engineer came, he was here for about 45 minutes. It looks like he connected a cable from a little white box on the wall to the Linsky GIGACLEAR router. He used his iPad a lot and commented that it was a wonder I got anything at all!  I think you are correct insane that he did not touch or interfere with the GIGACLEAR equipment. I think the little white box on the wall belongs to GIGACLEAR. If I could take a picture of it and send it to you, I would

[hrai]

The bit about him connecting a cable from the little white box to the Gigaclear router sounds like he connected the ONT box* to your router. If the two aren't connected you won't get any internet at all - no surprise he commented that it was a wonder you had any internet all!

If that was the case it does beg the question how you were getting any internet at all? Maybe you were accidently using a neighbour's?!? Really weird.

*An ONT - optical network terminal - box is about 8cm by 8cm square, usually white and should have 3/4 lights and is powered by the mains. It connects you to the fibre network but then needs to connected to a router/switch for your devices to access the internet. (I guess you could directly connect a device by a cable to the ONT box but then nothing else would be able to use it?)

[lettice]

I'm not sure a Sky engineer would be interfering with your Gigaclear ONT a box.

Are you sure he has not run an ethernet cable from your Gigaclear router to the Sky Q booster or Sky Q box.

Expect the small box you are seeing is an Ethernet wall box, that is allowing the outside run ethernet cable you mention and the internal ethernet cable to connect together at the wall.

If you would like to add a photo, follow the help article here;

https://helpforum.sky.com/t5/Did-you-know/Using-images-or-videos/ba-p/3711140