Sky Q wifi connection keeps dropping

[Robdav371]

Hi, I recently changed from BT to Virgin Media for our broadband services. Everything was great for a couple of weeks. Sky network connection is now randomly flapping ( disconnecting / reconnecting) to wifi. I have reset the sky Q box numerous times, performed a forced download of box firmware all to no avail. I have VM wifi pods so cannot split wifi bands. Sky & router are in separate rooms so cannot hardwire network. I can't believe in this day and age that is can be as frustrating as everything I have read, where Sky Q only works on a 2.4g wifi network, when the box shares its network over 2.4 & 5g networks. I am nearing the point of no return with sky, after nearly 20yrs. Please help. 😥

[LJB-C]

Hi there @Robdav371, 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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141
 

[jacobsladder71]

I'm also having this problem - I've tried everything, from changing the channels on my wifi router, to rebooting my Sky Q box, to rebooting my wifi & Sky Q box, and all that seems to happen is that it'll keep connection for a few hours, but then at some point, it'll disconnect, & I don't know why.  Is there any chance that I could talk to someone to help get it resolved?

[jacobsladder71]

Probably worth adding that it only seems to have happened since I've upgraded my broadband to fibre broadband (but kept the same provider - Zen Internet).  I never had this trouble with my previous broadband connection, but it's immensely frustrating not being able to use the built in apps without having to re-enter my broadband password every time.  It's a LOT of money to pay for a service which is more unstable than stable.

[jacobsladder71]

And I've now even tried splitting out the 2.4 & 5 GHz signals on my router, & just connected my Sky Q box to the 2.4GHz connection, & it's still gone off - and has even gone off whilst I was typing this.

Someone needs to help me sort this, otherwise, I will have to seriously consider ending my contract with Sky (we've been with them for over 20 years) & look to find another TV provider.

[Me134]

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@jacobsladder71 wrote:

And I've now even tried splitting out the 2.4 & 5 GHz signals on my router, & just connected my Sky Q box to the 2.4GHz connection, & it's still gone off - and has even gone off whilst I was typing this.

Someone needs to help me sort this, otherwise, I will have to seriously consider ending my contract with Sky (we've been with them for over 20 years) & look to find another TV provider.

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We're only other customers here so threats to leave will have no impact but try the following (The Zen box tries to 'band steer' all devices which the Q box doesn't like):- 

https://helpforum.sky.com/t5/Sky-Q/Losing-connection-with-Fritzbox/m-p/4627456/highlight/true#M64267...

Hardwiring the two together is preferred if possible.

[jacobsladder71]

No, that didn't work. That was one of the first things that I tried when Googling how to rectify the constant drop-out. And my router is in a different room to where my Sky Q box is, so I can't use an ethernet cable to try a wired connection either.

[jacobsladder71]

I suspect my last viable option is to get an extender from Zen, & connect that via an ethernet cable to my Sky Q box. If that doesn't work, then... really not sure.