0

Discussion topic: Sky Q loosing internet

Reply
This message was authored by Raider77 This message was authored by: Raider77

Sky Q loosing internet

Hi, I'm hoping someone can help. Yesterday my sky Q box has started loosing internet all the time. I've reset the router and the signal booster and also the sky Q box but still happening, everything else connected to the network is working. I can't hardwire nothing has been moved or touched. I can connect it directly to the router but then signal not strong enough for upstairs boxes. Hence why booster is plugged directly into router in same room as router. Not using sky as provider of internet. Any advice would be appreciated. Thanks πŸ™ 

Reply

All Replies

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q loosing internet

Posted by a Superuser, not a Sky employee. Find out more

@Raider77 wrote:

Hi, I'm hoping someone can help. Yesterday my sky Q box has started loosing internet all the time. I've reset the router and the signal booster and also the sky Q box but still happening, everything else connected to the network is working. I can't hardwire nothing has been moved or touched. I can connect it directly to the router but then signal not strong enough for upstairs boxes. Hence why booster is plugged directly into router in same room as router. Not using sky as provider of internet. Any advice would be appreciated. Thanks πŸ™ 


Hi @Raider77 

If you have a Q WiFi Booster then have you tried connecting the Main Q box by a Network reset and WPS.

Try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to Q device (Q booster)
You will be asked to press the WPS button on the Sky booster  (Not on the Q box as the Network reset will start the main Q box WPS automatically).

This message was authored by Chodley This message was authored by: Chodley

Re: Sky Q loosing internet

Posted by a Superuser, not a Sky employee. Find out more

Having the booster in the same room as the router defeats the purpose of it. You should try to have it centrally located so it can bounce the signal between router & sky box(es)

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q loosing internet

Posted by a Superuser, not a Sky employee. Find out more

@Chodley wrote:

Having the booster in the same room as the router defeats the purpose of it. You should try to have it centrally located so it can bounce the signal between router & sky box(es)


Hi @Chodley 

As it's 3rd party broadband the Booster needs connecting by Ethernet.

Raider77
Topic Author
This message was authored by Raider77 This message was authored by: Raider77

Re: Sky Q loosing internet

Hi @oldfella 

 

yes I did this yesterday, it connects straight away then within 10/15 minutes it says I have no internet again and I have to do the reset again, sometimes if I leave it the box will connect itself again then will drop out again later on. It's been fine for over 12 months.

Raider77
Topic Author
This message was authored by Raider77 This message was authored by: Raider77

Re: Sky Q loosing internet

Hi @Chodley 


The first booster is plugged directly into the router, then my second one is upstairs that sends it out to certain things we have running upstairs I.e the two multi room boxes in mine and daughters room, it's been fine for over a year, only started playing up yesterday. If my main box would stay connected then boxes upstairs would work fine.

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q loosing internet

Posted by a Superuser, not a Sky employee. Find out more

@Raider77 wrote:

Hi @Chodley 


The first booster is plugged directly into the router, then my second one is upstairs that sends it out to certain things we have running upstairs I.e the two multi room boxes in mine and daughters room, it's been fine for over a year, only started playing up yesterday. If my main box would stay connected then boxes upstairs would work fine.


Are all your Boosters Q WiFi boosters @Raider77 ?

Raider77
Topic Author
This message was authored by Raider77 This message was authored by: Raider77

Re: Sky Q loosing internet

Hi @Chodley 

 

The booster is plugged via cable into the router and both router and booster are in same room as the main sky Q box. 

Raider77
Topic Author
This message was authored by Raider77 This message was authored by: Raider77

Re: Sky Q loosing internet

The boosters are eero and were supplied by our internet provider utility warehouse when we had poor signal upstairs. If I connect Sky Q box directly to router I struggle then for a good signal upstairs.  @oldfella 

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q loosing internet

Posted by a Superuser, not a Sky employee. Find out more

@Raider77 wrote:

The boosters are eero and were supplied by our internet provider utility warehouse when we had poor signal upstairs. If I connect Sky Q box directly to router I struggle then for a good signal upstairs.  @oldfella 


@Raider77 

You cannot connect to 3rd party boosters by WPS.

Also mini boxes will not connect reliably to 3rd party WiFi and only connect to the main Q box mesh WiFi.

How and to what is your main Q connected?

Raider77
Topic Author
This message was authored by Raider77 This message was authored by: Raider77

Re: Sky Q loosing internet

@oldfella  So I've got my main router plugged into phone socket, then my eero booster is hardwired into back of router. My main sky Q box is then connected to the eero via Wi-Fi in the same room. My sky Q main box is disconnecting itself from the eero. The two mini boxes upstairs obviously runs off of the sky Q box downstairs via the eero. So mini boxes run through same network from eero upstairs sending signal downstairs to main eero booster. That's how its always been connected. If the main sky Q box didn't keep disconnecting from the eero there wouldn't be a problem with the boxes upstairs. So if we forget the mini boxes upstairs completely, the issue is with the Sky Q box disconnecting itself 

image.jpg

 

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q loosing internet

Posted by a Superuser, not a Sky employee. Find out more

@Raider77 

So have you used the eero SSID and password for the 2.4 Ghz band when carrying out a Network reset on the Q box?

Also is you router still providing WiFi in addition to the eero WiFi:

Raider77
Topic Author
This message was authored by Raider77 This message was authored by: Raider77

Re: Sky Q loosing internet

Hi yes use eero ssid and password and is connected via the 2.4 GHz, as you can see by pic it's connected at the moment and internet working ok. So I use the eero network for main sky Q box, two mini boxes upstairs a tv and 1 Xbox. I then use the main router to run phones, another Xbox and a pc.

91CBDC33-DE79-4C5B-B867-8792D4873848.png

 

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q loosing internet

Posted by a Superuser, not a Sky employee. Find out more

Yes all understood @Raider77 

Although your main Q box is using the Eero network the minis can only use the WiFi mesh generated by the main Q box.    The furthest mini from the main Q box could use the first mini mesh as I assume it's nearer than the main Q box.

I would expect issues with the main Q box as it's in the same room as the Eero and your router and so two WiFi networks which is likely to cause cross interference.

 

Raider77
Topic Author
This message was authored by Raider77 This message was authored by: Raider77

Re: Sky Q loosing internet

Yes I understand what you're saying, it's just strange how it's only started yesterday after running like that for over 12 months. Think I'll just have to monitor it for now, maybe just have the sky running on the eero network and everything else on the router network.

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 90 minutes

New Discussion