Sky Q mini box regularly loses connection to main box

[SteveW1969]

Hi all. My mini boxes regularly lock up and won't connect to the main box. Error is can't watch tv as there's an issue with connection.... happens irregularly, at least 5-10 times per day, good Wi-Fi throughout the house. Anyone else got this problem?

[PandJ2020]

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@SteveW1969 wrote:

good Wi-Fi throughout the house.

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You don't mention what sort of WiFi this is as Q to Q connectivity uses its own mesh to connect and not your WiFi.  Indeed, it could actually be your WiFi disrupting it...

[oldfella]

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@SteveW1969 wrote:

Hi all. My mini boxes regularly lock up and won't connect to the main box. Error is can't watch tv as there's an issue with connection.... happens irregularly, at least 5-10 times per day, good Wi-Fi throughout the house. Anyone else got this problem?

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Hi @SteveW1969 

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect reliably try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box.

Failing all the above you may need a Q WiFi booster positioned midway between your main Q box and the mini.

Sky will provide these free of charge to aid Sky connectivity.

[SteveW1969]

Good point. Running Sky mesh network through Sky broadband. Sky router, sky Q main box and 2 sky Q mini boxes. It's the mini boxes that both stop working - one mini box is only 3 yds from the router through a stud wall... 

[SteveW1969]

Thanks. I do all of that about 4 times a day and the boxes work for a bit then come up with a blue screen and the same error message after anything between 5 and 90 minutes. There is no rhythm to it nor does anything in the house change, it's quite random!

[oldfella]

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@SteveW1969 wrote:

Thanks. I do all of that about 4 times a day and the boxes work for a bit then come up with a blue screen and the same error message after anything between 5 and 90 minutes. There is no rhythm to it nor does anything in the house change, it's quite random!

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Hi @SteveW1969 

Assume you are always choosing the nearest Q device when carrying out the WPS after a mini Network reset?

[SteveW1969]

Yep. Same boxes worked ok on my previous (BT Whole home Wi-Fi) network. Seems to be something to do with the Sky mesh. Have got a booster and tried that in different places but the same fault (and random timings) occurs. It's been going on for over two months now and I'm starting to lose my sense of humour....

[SuzyM]

@SteveW1969   hello, did you manage to find a resoltion to this?   We had the same issue with one of our mini boxes so Sky came out and hard wired it to the then Sky Broadband, solved the issue on that box but the wifi in the house was rubbish so we just switched Broadband provider , massive increase in speed generally but we don't have the hardwire ethernet on the mini box anymore and lo and behold the issue is back 😞    We have 2 other mini boxes which connect and stay conencted no issue.  Hardwire to the new router isnt an option given its position, we are also experiencing a sense of humour failure and the Sky boxes will be following the Sky router soon!