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Discussion topic: Sky Q network connection unreliable and dropping out

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This message was authored by: Alexm1234567

Sky Q network connection unreliable and dropping out

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)

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This message was authored by: Mr+Flibbles+86

Re: Sky Q network connection unreliable and dropping out

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

This message was authored by: Jockblue

Re: Sky Q network connection unreliable and dropping out

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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This message was authored by: Alexm1234567

Re: Sky Q network connection unreliable and dropping out

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.

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This message was authored by: Alexm1234567

Re: Sky Q network connection unreliable and dropping out

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.

This message was authored by: Niall97

Re: Sky Q network connection unreliable and dropping out

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

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This message was authored by: Alexm1234567

Re: Sky Q network connection unreliable and dropping out

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. 

This message was authored by: Addie15

Re: Sky Q network connection unreliable and dropping out

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. 

This message was authored by: Chodley

Re: Sky Q network connection unreliable and dropping out

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

@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...


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.

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