Sky Q looses wired network connection

[SJ46]

Problem thats just started today 11/12/23 in that the Sky Q box looses network connection.

Box is wired to a switch, all other devices work on the switch, to resolve the issue i have to power cycle via the main plug.  Issue returns after a while.

Tried resetting the network

Tried connecting box via Wi-Fi same issue

Switch HP 1920s

Wifi Ruckus

Internet via Sky

Software issue rather than hardware as its all been stable for 2 years or so, any ideas?

[Addie15]

Hi there, SJ46. 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.

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 

[Gex]

I have exactly the same issue as of yesterday. Hard wired, box says there are no issues (when checking network status), yet can't view any on demand content/tabs. 

Tried changing to WiFi temporarily, restarted router, sky q box. Hard reset both (pulling power) and still the issue persists. 

Had no issues before now either 😐

[Chodley]

Tried changing DNS server?

[Gex]

Yep, tried changing DNS between two secure DNS providers and also just 8.8.8.8/8.8.4.4. Nothing has worked unfortunately. 

Think I'll just need to call to get a replacement box at this rate.

[JazzyB11]

Having the same issue last 3 days. 2 resets yesterday and 6 so far today 😞

Was firmware just recently updated?

[Gex]

On the phone to support atm.

Firstly hadn't realised my box's storage was 100% full, so deleted a lot of old stuff I didn't need anymore (they recommended bringing below 80%).

Then was asked to update the software (Settings > System Info > Software Version > Setup).

Waiting for the update to complete at the minute and then doing a power cycle after so will let you know how that goes.

[Gex]

The update does literally take about 10 minutes to download btw if you try it yourself :').

Didn't fix the problem for me though, so still on the phone.

[JazzyB11]

Mine is on

Q230.000.14.00L (5nf3ptk)

I think thats the latest FW and the one that seems unstable on the Mini Q's as well.

[Gex]

Same. Have gone through a whole bunch of troubleshooting with the engineer, including a network scan (which requires broadband connection) that passed and he was able to receive the results of that scan, so network connectivity is OK as expected.

Factory resetting now as a last resort otherwise they'll send a replacement box.

[Gex]

Just to align with the original post:

Sky Q 1TB
Patched in to NetGear Switch which is in turn patched directly in to TPLink Archer VR2800 Router

Openreach FTTP (Sky BB)

Factory reset completely broke box - just boots to blue screen with no information so the box is being replaced.

[Laing1]

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@Gex wrote:

Just to align with the original post:

Sky Q 1TB
Patched in to NetGear Switch which is in turn patched directly in to TPLink Archer VR2800 Router

Openreach FTTP (Sky BB)

Factory reset completely broke box - just boots to blue screen with no information so the box is being replaced.

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@Gex is it a managed or unmanaged switch 

[Gex]

Unmanaged, but we tried bypassing it and still had the same issue. Also same issue on WiFi (so bypassing switch).

Cheers,

Matt

[Gex]

Unmanaged, but bypassed it via WiFi and wired to no avail. 

New box being sent tomorrow.

[Laing1]

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@Gex wrote:

Unmanaged, but bypassed it via WiFi and wired to no avail. 

New box being sent tomorrow.

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@Gex unmanaged are fine Sky Q doesnt like managed switches