Sky Q losing EE

[SteveT51]

Recently had EE fibre broadband installed but now having problems with SkyQ box  losing internet connection. EE say their equipment is okay any ideas?

[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
 

[Chodley]

Pretty standard, many many threads on this kind of thing. I would try powerline adapters.

[SteveT51]

Thanks for the advice - I do have a booster at the moment but I will check out your suggestion could be useful for other devices 

[Chodley]

---

@SteveT51 wrote:

Thanks for the advice - I do have a booster at the moment but I will check out your suggestion could be useful for other devices 

---

Did you connect the booster to the new router? Is it a Q booster (not a more generic Sky booster)

It's not other devices that need the help is it?

[SteveT51]

Booster is an EE booster but main EE router is close to the sky box. We have tried a few things to resolve without success. An engineer is due next week I will update after the visit 

[stereohaven]

---

@SteveT51 wrote:

Booster is an EE booster but main EE router is close to the sky box. We have tried a few things to resolve without success. An engineer is due next week I will update after the visit 

---

Which EE router do you have?

Sky Q can struggle to maintain a connection wirelessly with much more modern hubs/routers and often the solution is to use Ethernet (if close enough), powerline adapters (as already suggested), or with the newer EE routers (Smart Hub Plus etc.), switch on the compatibility mode and connect the main Sky Q box to that instead.

As already pointed out by @Chodley, this topic has come up a lot over the last 6 months and rarely (unless faulty equipment), does an engineer visit fix anything long term.

[SteveT51]

EE smart hub plus only set up last week and checked out ok by EE

Hopefully the engineers visit will throw some light on the issue but not too hopeful

i will check out your suggestions

thanks

[stereohaven]

---

@SteveT51 wrote:

EE smart hub plus only set up last week and checked out ok by EE

---

I know, I have one, it's just uses a version of band steering and security (WPA3) out of the box that Sky Q (now 10 years old), really struggles with.

Using compatibility mode fixes that by generating an additional WiFi network for older devices to connect to.

All of my smart plugs are also much happier and settled on that network whilst more modern devices connect to the normal SSID.

---

@SteveT51 wrote:

Hopefully the engineers visit will throw some light on the issue but not too hopeful.

---

As I said, unless the hardware is faulty nothing will change. Probably reset the Q box and it will settle for a bit then after a while you have the same issue again.

I have Sky Q, I have a Smart Hub Plus, I had the same issues, as have others.

Both sets of hardware are most likely working fine and as they should, it is the type of network connection that needs to change.

Good luck 👍🏻

[Chodley]

---

@SteveT51 wrote:

EE smart hub plus only set up last week and checked out ok by EE

Hopefully the engineers visit will throw some light on the issue but not too hopeful

i will check out your suggestions

thanks

---

Oh EE will be totally happy with it.

It's the Q that won't.

[Chodley]

There is also an EE post on here where soemone found ethernet was also problematic because of an issue with their router's ports. Now that particular issue IS on EE. Could possibly be mitigated by putting a switch between (or the aforementioned powerlines maybe) but as you are only using wifi so far, you're experiencing the other issues which are squarely the fault of the Q.