Sky Q wont connect to EE Pro router

[NJY1970]

We have moved from BT Broadband to EE Smart Hub 7 Pro.

Ive been trying to sort it for hour with EE and they said it is a known issue with Sky Q. The box connects to the router but wont connect to the internet. 

It seems Sky doesnt like amy other routers apart from Sky’s own braodband. Isnt that a breach of the CMA laws?? Anyone have a solution to this please? 

Thanks in advance

[ItWasAllMichele]

Hi there @NJY1970, 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 ^Michelle 
 

[NJY1970]

Thanks but I have not received any further communication. I have an engineer coming today and hopefully that will sort it out.

[Jason-]

Good Morning @NJY1970, thanks for the update and glad you have an engineer arriving today. I'll send you an invite to chat privately, just in case you do need us but fingers crossed we'll see a resolution today 👍🏻

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

Thanks, Jason-

[Jmc1984]

Was this resolved having a similar issue 

[NJY1970 · Accepted solution]

Yes it was thankfully. I turned on the compatibility mode on the router. I also turned off the wco mode on the sky boxes and also had an engineer come out to make sure only 5ghz was turned on with each sky q box and mini boxes. It is a know issue and if you speak to sky they will help you out. It was stressful and frustrating, but it can be sorted. Good luck.

[Invisiblename]

---

@NJY1970 wrote:

We have moved from BT Broadband to EE Smart Hub 7 Pro.

Ive been trying to sort it for hour with EE and they said it is a known issue with Sky Q. The box connects to the router but wont connect to the internet. 

It seems Sky doesnt like amy other routers apart from Sky’s own braodband. Isnt that a breach of the CMA laws?? Anyone have a solution to this please? 

Thanks in advance

---

Glad you're sorted, but just to be clear, Sky Q is ok with non Sky routers but it's WiFi is quite old technology compared to the new routers be rolled out.  As you found, it does take some "tweeking" to get them to talk to each other & the internet.

[NJY1970]

Hi, yes it does work but as you say you have to tweak it make it stable and turning off the eco mode stops sky powering down and disconnecting from the router.