Sky Q not connecting to Sky Broadband

[Derbyphil27]

I recently received one of the new routers from Sky.

Since then we have had intermittent problems (usually early evening) where there is no connection to Sky Broadband from Sky TV. 

We have been round and round in circles following and completing all on screen instructions. Rebooted tv and rebooted Sky router. Nothing ever works until all of a sudden it connects like magic and then works fine until the next time it disconnects. 

On friday it the onscreen gave me an option to request an engineer. On monday an Openreach guy came and went through out connection and main box on street. Finally they said it was fixed. Lo and behold Monday and Tuesday evening the same fault appeared. Round and round for 3 hours trying to connect Q to broadband. On the umpteenth attempt it connects.

i am 100% sure the router is faulty. 

Cant speak to Sky as that just sends me round in circles too.

any ideas?

[Chodley]

Have you got minis? How far apart are the router and Q?

[Derbyphil27]

Yes i have 3 minis. The router and q box are approx 30 feet apart in separate rooms separated by a hallway. I also have two boosters set up.

Never had this issue with previous router that Sky advised me to change.

Any suggestions gratefully received

[Chodley]

The old routers worked differently with Q.

where are the boosters? Are they Q specific ones (good) or Sky ones (bad)? Have they been WPS re-synced to the new router? Might be worth hard-wiring one to the router.

[oldfella]

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@Derbyphil27 wrote:

Yes i have 3 minis. The router and q box are approx 30 feet apart in separate rooms separated by a hallway. I also have two boosters set up.

Never had this issue with previous router that Sky advised me to change.

Any suggestions gratefully received

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Assume they are Sky Q WiFi boosters @Derbyphil27 

First try rebooting the main Q box and then when this is completely back up and running reboot the minis.
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 minis as above.
If the mini still does not connect try a Network Reset on the minis. Start with the one nearest to the main Q box
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 as the Network reset will start the mini WPS automatically).

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. If you do this make sure you press the Sky router WPS button and not the router reset button. If you have the new Sky Max router then you need to connect the WPS to the main Q box.
If you get the first mini connected then for other minis use WPS on the nearest Q device (main Q box or Sky Router (not Sky Max) if on Sky Broadband or previously connected mini).

Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.

[TimmyBGood]

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@Derbyphil27 wrote:

Yes i have 3 minis. The router and q box are approx 30 feet apart in separate rooms separated by a hallway. I also have two boosters set up.

Never had this issue with previous router that Sky advised me to change.

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Fundamentally the problem is that the Max Hub doesn't have the proprietary wireless components and software stack which were built into the Q Hub and Sky Broadband Hub to facilitate their participation in the 'Q mesh'.  WiFi Max (2023) is essentially a Comcast product intended to optimise connectivity to Glass and Stream, while Q (2016) was developed when Sky was an independent company.