Sky Q lock ups with EE router

[Sparker1011]

We have an ongoing problem with Sky Q and our EE braodband router (full fibre). When connected via cable they sky box locks up (fan running hard), 4 times today already. This means power cable out of the SkyQ box each time to reboot. This is apparently a known problem to Sky, in the process of finding the fault we ave had all new cables to router and tv and 2x new sky boxes.. Now you can all say use wifi and we can, however on wifi it drops the connection. We have to reset the wifi connection on the sky box and re-enter the pain in the bum password each time. If I switch off both the router and the sky box they will join each other automatically so it remembers the password. Then at some point it will drop the wifi again.. ps all up to date re firmware and router is next to the TV..

Quick update. As a last ditch attempt I bought a cheap gigabit switch to put between the router and the SkyQ box. So the Ethernet is not direct from q to router. Still locks up requiring a power out reboot.

[Addie15]

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[Chodley]

I have this theory that the Q box overheats when it's connected at 1Gb and putting a 100Mb switch in between, to force a lower negotiated connection speed, might help.

evidence for my theory is mixed at best but it's probably worth a try.

[RiponRes]

I have on ongoing issue with Q box & EE router (probably). I've detailed this somewhere else in the forum  but here's a brief summary.

May 2019  - Sky Q plus mini box installed via ethernet to BT router. No issues, resets so rare I don't recall any, especially returning from a 2/3 week trip away.

December 2024 - BT router changed to EE - better for wifi coverage in our old property.

Since June 14th I have had to reset the Q & 2 mini boxes 41 times since I started counting them. It is my opinion that they are more frequent now compared to when I first noticed a change in December 2024 having changed router from a BT unit to the new EE unit. 

I have tried every suggestion from posts both here and in the EE forums with zero improvement. One suggestion using the Setting 001 menu left the box making an even louder noise than usual when it crashed.

Sky personnel were here last week and went throught my setup thoroughly - their opinion is SkyQ + 2 mini boxes are  connected the best they can with the cat6/8 ethernet cables. The 4th new Sky Q box this year was installed the week before their visit.

I am of the opinion there might well be an issue with the telephone cable to our property and the EE router. Months ago there was a problem with wifi which was the result of high winds "affecting" a junction box with mutiple phone lines. ???

Just want this solved.

[Chodley]

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@RiponRes wrote:

I have on ongoing issue with Q box & EE router (probably). I've detailed this somewhere else in the forum  but here's a brief summary.

May 2019  - Sky Q plus mini box installed via ethernet to BT router. No issues, resets so rare I don't recall any, especially returning from a 2/3 week trip away.

December 2024 - BT router changed to EE - better for wifi coverage in our old property.

Since June 14th I have had to reset the Q & 2 mini boxes 41 times since I started counting them. It is my opinion that they are more frequent now compared to when I first noticed a change in December 2024 having changed router from a BT unit to the new EE unit. 

I have tried every suggestion from posts both here and in the EE forums with zero improvement. One suggestion using the Setting 001 menu left the box making an even louder noise than usual when it crashed.

Sky personnel were here last week and went throught my setup thoroughly - their opinion is SkyQ + 2 mini boxes are  connected the best they can with the cat6/8 ethernet cables. The 4th new Sky Q box this year was installed the week before their visit.

I am of the opinion there might well be an issue with the telephone cable to our property and the EE router. Months ago there was a problem with wifi which was the result of high winds "affecting" a junction box with mutiple phone lines. ???

Just want this solved.

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And you've tried putting a switch between the router and the Q to isolate any electrical interference on the EE port? (I know I suggested this in the other thread)

[RiponRes]

Hi, apologies for not replying to the other thread.    I did try the switch between the router and the Q box. Crashed pretty quickly.

[stereohaven]

If you do a quick Google you will see that EE are having a nightmare with firmware on the Smart Hub Plus and Smart Hub Pro.

Getting Sky Q to stop flatlining with either hub doesn't have a clear and easy answer either. Some people are unaffected, others find using the Compatibility Mode and staying on 2.4ghz WiFi does the trick, others moving to Ethernet and/or adjusting power standby modes.

For me, Q box number 4, Ethernet and an unmanaged switch was the winning combo (adds credence to @Chodley's theory).

[Chodley]

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@RiponRes wrote:

Hi, apologies for not replying to the other thread.    I did try the switch between the router and the Q box. Crashed pretty quickly.

---

Gah. That's very annoying. Seems to have worked for others.

[RiponRes]

What exactly do you mean by unmanaged switch?

[Chodley]

A cheap one that doesn't have a load of intelligence and high end features

[RiponRes]

I have not replied to this until now, partly because I have been away from home and leave the Sky box shutdown.  Prior to that I went 5 days 6 hours without a crash and have an unmanaged switch ready to try. 

Whilst away I tried this search on google this whilst pondering what is going on with the Sky & EE router 

"why does sky q box keep freezing with an ee smart hub and not with a bt router ?"

The response to this seems to give the most informative answer having seen elements of this in both the Sky & EE community forums. 
To be tried!

[RiponRes]

Somewhat later than expected but I have tried everything I possibly can - unmanaged switch, turning off 2.5GHz on EE router, no ethernet cabe to the Q box, connecting via wifi....... - and nothing has made the slightest bit of difference.

Finally getting someone from EE Monday morning having said we need to leave because we believe the EE Smart Hub is the cause of the repeated failures of our SkyQ box, especially after the 3rd firmware update late March.

[stereohaven]

Good luck @RiponRes 👍🏻

As I have said, the only way I found to get the EE Smart Hub Plus stable was to:

1. Use ethernet via an unmanaged switch for Sky Q
2. Connecting anything "smart" to the 'Compatible WiFi' - turn 5ghz off, use 2.4ghz only
3. Move the Smart Hub Plus 5ghz away from channel 36 and 80MHz width used by Q for it's Q to Q network
4. Same for the 'Compatible Wifi' network
5. Security is WPA2-Personal

[hrai]

A bit late to the thread. I'm an EE (and formerly BT) full fibre customer. I've never actually used the supplied EE router/hub and as such never had an internet issues.

Is there any mileage for you in just getting a 3rd party router? (I use a TP Link Archer C80 which you get for £40 new and a lot less on eBay and if you get one from Amazon/Argos you have the ability to return it if it doesn't do the job.) There no issue from EE in using a 3rd party device (I asked them) apart from reducing their support ability for issues if the router is faulty (ss it's not theirs!)

For pretty much every ISP you can just plug in any router as virtually none use any passwords to connect to their broadband service. Annoyingly EE/BT are AFAICT are the only ones that do! Fortunately I believe that the user name and password are always the same - bthomehubATbtbroadband.com (replace AT with @  ) and password BT (Not the details to log into your router!)