Sky Q not working with BT Smart Hub 2

[kianw05]

Hi,

I recently switched to BT broadband and all my devices work fine except my Sky Q box and my Sky Q Mini. They randomly drop connections all the time and this has only happened since ive changed to BT. Does anyone have any advice on how to help fix this?

Kian

[bob1234 · Accepted solution]

@kianw05 

Things to try in this order.

Turn off Smart in the BT hub (almost an essential with smart hubs)

Split the frequencies in the hub. (can't with the SH2)

Move the 5Ghz channel as far away from Ch36 as you can.

If none of the above work you can also narrow the bandwidth in the Q boxes. From 80 to 40

In desperation turn off 5Ghz in the hub and when everything is working turn it back on.

[kianw05]

Hi!

Thanks for the reply,

Ive turned Smart off already, Have the SH2 so cant split frequencies, my 5Ghz channel is 48 on the SH2. And ill try narrowing the bandwith now.

[MightyQuinn]

Hi @kianw05   Other things you can try are Mode 2 and fix the channels. Smart anything on the SH2 is not a good idea. Note there was a rogue firmware update (v0.26.03.01286-BT) released in April that is causing no end of problems. The best firmware to be on at the moment is v0.26.04.04227-BT.

[kianw05]

Hi,

Im already in mode 2.And how do I check/change the firmware to that version?

Kian

[MightyQuinn]

Hi @kianw05   You can get it by adding your request to "2.4GHZ and 5GHZ Bands BT Smart Hub 2" (over 70 pages) on the BT Community. Your current firmware is shown on Status. The first square in the Smart Hub 2 Manager.

[kianw05]

Hi,

I am already on this version.

[kianw05]

Narrowing the bandwiths didnt work, ill try disabling 5Ghz now.

[MightyQuinn]

Hi @kianw05   Connecting the Sky Q Main box by Ethernet to a Complete WiFi Disc has been known to work plus you will get faster downloads (5 GHz maximum vs 2.4 GHz 45 mbps).

[kianw05]

Hi,

I only have 2 discs both of which are upstairs so that isnt possible. I think ive fixed it by disabling 5Ghz on my router. Now sky seems to work fine.

[Chazzer66]

I have recently upgraded my BT to Smart Hub2 plus the EE backup option at the same time that fibre was installed. Now my Sky Q will not connect to the SmartHub over WiFI at all. I have tried everything including running the hub with 5Ghz disabled. It connects to the WiFi and then after about 30 secs it drops the connection. I have worked my way through all the suggestions on this thread but nothing works. Any further ideas please?

[Chazzer66]

OK - I have a temporary but ugly solution. Running Ethernet cable from the Smart Hub 2 to the Sky Q box works perfectly. Then the minboxes connect OK to the main Sky Q box with their own network using the booster box. So the remaining and real problem is the WiFi connection from the Sky Q main box to the BT Smart Hub 2.  Why should this be so flaky? I have tried it with and without the black BT discs and it makes no difference. Forced it on to 2.4GHz and it makes no difference. Any other ideas please?

[Tomthecatty]

From my experience turning off the 5Ghz on the BT Smart Hub 2 doesn't really turn it off. The hub says it's off but it isn't. I assume it's something to do with BT mesh. 

I also found, bizarrely, that Sky Q appears to try to connect to the 5Ghz network that isn't there, so loses connection from the 2.4Ghz network. 

I went back to BT Homehub 5 and split the frequencies, everything has been solid as a rock, including mini boxes, for about 18 months. 

[Chazzer66]

I think I've crossed that rubicon now though as the new fibre connection is to an Ethernet port on the back of the SmartHub2 so I wonder if that would work with the older kit? Can I pick up a spare on eBay or somewhere to try it out - that might be the best approach?

[bob1234]

@Tomthecatty 

You can turn off 5Ghz so it can't be accessed by your equipment but it is still there as because if you have any black discs it links to this mesh with 5Ghz although you can still only access the discs with 2.4Ghz.

I had difficulty connecting initially turned off 5Ghz got it connected then turned 5Ghz back on.

Make sure smart is off.
If only you could split the frequencies, BT are aware of the problem and if you push them they will change the 2 for the earlier version. It is exactly the same except it does not support Black discs and you can split frequencies.