Sky Q losing internet connection -round and round in circles!

[LillianE]

Yes THAT issue

Since yesterday, our Sky Q box keeps losing the internet every 5-6 minutes

have updated the Sky Q software

have reset the white sky router many many times

have switched off the 5gHz so the router only transmits 2.4gHz

have swithed off the Q's local wifi as advised in the Help pages

Our Sky fraudband is over the Open Reach network and sits at a sturdy riproaring 14.1 Mbps - thats a whole 14 megawotsits! We're stuck with copper, no fibre or cabinets nearby

When I connect the Q box to our work mobile hotspot, the connection is fine - that is  a TalkTalk unlimited data sim via an old Samsung A20 mobile hotspot at some 30Mbps

Has anyone in the 1000+ posts about this actually managed to solve this?

[stereohaven]

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@LillianE wrote:

Yes THAT issue

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The reason you might not have found an answer in 1000+ posts is because the problem you describe and some of the solutions you have tried (turning off 5ghz WiFi for example), are due to issues staying connected to a 3rd party router (EE, Virgin Media etc.).

If you are unable to use Ethernet, then I would be tempted to factory reset the Sky Max Hub.

I talked to a Sky engineer when he swapped out a faulty Q box and he said the problem most people have is not giving it enough time to 'onboard' itself properly when first turned on, AKA turn it on and leave it alone for an hour or so.

If that doesn't work, you might want to look at depreciating any WiFi security slightly. For example, 10 year old kit like Sky Q is not built to support WPA3, so you might need to switch the hub back to WPA2.

You could of course request an engineer visit yourself if you are not getting anywhere with the help pages or community suggestions.

[LillianE]

Firstly, its not 10 year old kit

Secondly, a replacement Q box arrived and that too does the same thing. Works wonderfully on a hotspot enabled phone but barely lasts 3 minutes on the the Sky router which is only 8 months old

There simply doesnt seem to be a definitive answer - I'm getting bored of turgid slow answers and paper mache 'experts' who really cant help

We are all paying quite a bit of money and I am beginning to wonder why. Having a human being there to answer a technical question shouldnt be so difficult

My display is able to receive freesat (for as long as that is available!) as well as all streaming platforms so I think it is time to dump Sky

Maybe just plug in the ole' CRT and watch a VHS or two - dammnit! Who didnt rewind my Sleepless in Seattle cassette?? Oh, Channel 5 is a bit blurry...

[stereohaven]

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@LillianE wrote:

There simply doesnt seem to be a definitive answer - I'm getting bored of turgid slow answers and paper mache 'experts' who really cant help.

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The irony that it took you 13 days to post that response is not lost on me.

Insulting the only person that tried to offer some sort of help/context is an interesting strategy, so I'll bow out and leave you to it.

[LillianE]

Oh, I'm so sorry, I didn't know this thread was going to be all about you 

Maybe a disclaimer about the sensitivity of the users should be up somewhere to let the normal people ask perfectly sensible questions and react in a perfectly normal way when the Sky helpline is about as useful as an arsewart 

[PandJ2020]

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@LillianE wrote:

Maybe a disclaimer about the sensitivity of the users 

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People give up their own time to try and assist others.  Of course, some may be disinclined to assist depending on the feedback they receive.

A reminder of the community rules: https://helpforum.sky.com/t5/Get-Started/bd-p/flow?step=4