Sky Q network connection unreliable and dropping out

[Alexm1234567]

I have a SkyQ box and a BT Home Hub router. The router and Wi-Fi in general is solid with multiple devices connected with no issues. While I can connect my SkyQ box to the Wi-Fi, the connection regularly drops out. Prior to dropping out the network is incredibly slow with thumbnail images and apps failing to load on the SkyQ interface. I've been into Settings and have reset the network connections multiple times. It might work for a day if I'm lucky but then the connection problems appear again.

I've seen a lot of similar posts but haven't found a proper answer to this issue. 
Anyone able to help?

(Sky Support, I spend a small fortune on SkyQ, can't get through to you on the phone, so sincerely hope you'll help here too)

[Mr+Flibbles+86]

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.

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

[Jockblue]

I have exactly the same issue as the OP. Sky Q system and BT Home Hub/ Whole-home. The connection to the wifi drops out constantly and is very slow when connected. The Wifi works fine, demonstrated last night as we attempted to watch a programmer on BBC Iplayer via the Q box which buffered constantly and cut out, so we switched to the iplayer on the Smart TV (connected to the same wifi) which worked seamlessly.

Will be interested to know any solutions from this conversation...

[Alexm1234567]

I do the same. Switch to the SmartTv and lo and behold, everything works as expected. This certainly points the issue being with the SkyQ box networking.

[Alexm1234567]

That's great, and thanks for the offer of help, but I need to know when you'll be available via chat, otherwise I'm likely to miss it.

[Niall97]

Facing the same issues. Running a wired connection now and still occasionally drops out.

[Alexm1234567]

Spent some while on with Sky support via chat. Reset everything - still no joy. Have resorted to an Ethernet cable. So far so good, seems solid. Very disappointing that I've had to resort to wires. Will feed back in a few days and we'll see whether it's still solid. 

[Addie15]

Update-We are closing this session now after not receiving further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks. 

[Chodley]

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@Jockblue wrote:

I have exactly the same issue as the OP. Sky Q system and BT Home Hub/ Whole-home. The connection to the wifi drops out constantly and is very slow when connected. The Wifi works fine, demonstrated last night as we attempted to watch a programmer on BBC Iplayer via the Q box which buffered constantly and cut out, so we switched to the iplayer on the Smart TV (connected to the same wifi) which worked seamlessly.

Will be interested to know any solutions from this conversation...

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I use an ethernet cable into the back of a wholehome disc.

because I use powerline ethernet for

both minis, I actually have a small switch behind the disc that connects the powerline network, the Q and the disc.

Works well. Used to be a total nightmare just like ao many of the posts about this topic.