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Discussion topic: Sky q mini boxes wont stay connected to sky q main box

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This message was authored by: Skyqrubbish1

Sky q mini boxes wont stay connected to sky q main box

Has anyone with connectivity issues had the issue fully resolve? Particulalry in a big house with solid walls?

Anything else I should tell sky to try?

 

Was told by sky sky q *had* to be installed instead of our perfectly functioning sky  + system which gave us three watchable tvs - asked them not to uninstall it unless could guarantee it would work. 

 

Sky q has been a disaster from the start with issues connecting the sky mini boxes. One was wired into the main router which seemed to help but it now drops out daily with connectviity to main router

Have had 2 sky engineer visits and new booster between living room and kitchen ( not far apart) which maybe marginally helps but not a lot.

 

*Can the mini box be wired directly to the main sky q box?

 

not in standby eco mode

internet is a bt mesh that works perfectly for all other apps/smart tvs

tried turning off 5 mhz signal- then the boxes refused to connect at all..

It seems like  faulty idiotic system that doesnt work...

 

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This message was authored by: PandJ2020

Re: Sky q mini boxes wont stay connected to sky q main box

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

@Skyqrubbish1 wrote:

internet is a bt mesh that works perfectly for all other apps/smart tvs

 


Q's will not reliably connect to 3rd party mesh via WiFi.  You need to use an Ethernet connection to a nearby node.  (And all Q boxes need to be on the same subnet)

I am just another Sky customer and my views are my own even if you don't like the answers
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This message was authored by: Skyqrubbish1

Re: Sky q mini boxes wont stay connected to sky q main box

Hi thanks - one box is connected via ethernet to a node and still drops out daily.

This message was authored by: PandJ2020

Re: Sky q mini boxes wont stay connected to sky q main box

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

@Skyqrubbish1 wrote:

Hi thanks - one box is connected via ethernet to a node and still drops out daily.


They all need to be connected this way and WiFi disabled in the Engineer menu.

I am just another Sky customer and my views are my own even if you don't like the answers
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This message was authored by: Skyqrubbish1

Re: Sky q mini boxes wont stay connected to sky q main box

one also has to wonder why sky would rip out our existing system ( wired in) and replace it with this if it's a known issue given that we showed them all the internet details etc at the time..

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This message was authored by: Skyqrubbish1

Re: Sky q mini boxes wont stay connected to sky q main box

ok - thank you - I am not sure why engineer hasn't done this  - one box cant be wired in as nowhere to wire it to without wires across walls.

This message was authored by: PandJ2020

Re: Sky q mini boxes wont stay connected to sky q main box

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

@Skyqrubbish1 wrote:

one also has to wonder why sky would rip out our existing system ( wired in) and replace it with this if it's a known issue given that we showed them all the internet details etc at the time..


Wireless would be the default install.

 

With large houses (or limited WiFi range) then extenders would be the way to go.  (Unless your own wired solution works)

I am just another Sky customer and my views are my own even if you don't like the answers
This message was authored by: PandJ2020

Re: Sky q mini boxes wont stay connected to sky q main box

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

@Skyqrubbish1 wrote:

ok - thank you - I am not sure why engineer hasn't done this  - one box cant be wired in as nowhere to wire it to without wires across walls.


I doubt engineers want to get involved in a 3rd party mesh...  (It's not a supported configuration)

I am just another Sky customer and my views are my own even if you don't like the answers
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This message was authored by: Skyqrubbish1

Re: Sky q mini boxes wont stay connected to sky q main box

so it  needs to be wired or it wont work with mesh.. but wireless is the default despite mesh being the internet available. 

I really love sky q logic..

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This message was authored by: Skyqrubbish1

Re: Sky q mini boxes wont stay connected to sky q main box

you have to wonder why then they insisted it would work - and doubled down on that when I said do not remove the sky + system unless you can promise me the sky q will work in this house with this layout. 

Shockingly..  ( I shouldn't be shocked..  its sky after all!) I was correct that a normal installion would not work in a large house with thick walls. But I shouldn't be discovering that after they insisted it would work no problem..

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This message was authored by: Skyqrubbish1

Re: Sky q mini boxes wont stay connected to sky q main box

anyway -I guess my question is to anyone in a similar situation after being gaslit by sky - how have you got round the situation?

This message was authored by: night-Sky

Re: Sky q mini boxes wont stay connected to sky q main box

If it's of any reassurance I have had Sky Q with 2 mini boxes for 8 years, I have never hard wired any of them, I have a decent size house but definitely not thick walls, all 3 boxes are connected wirelessly to BT Wholehome mesh Wifi. My internet and router is provided by Gigaclear Fibre to the premises 600mbs but I disabled the wifi on the Gigaclear router and use BT Wholehome instead (the original version - 6 discs).

Generally Sky Q is troublefree for me, but my word, when they decide to go wrong they do it in a really big way! Be ready to spend a couple of days getting them back up and working reliably when it goes wrong. I have had engineers here a couple of times years ago, but usually their config (using the in built sky mesh wifi) has failed quite soon after they leave. I now always reconfigure the mini boxes on the BT mesh wifi.

 

In my house, I can move the furthest of the mini boxes 2 foot further away and both mini boxes will go into error mode e.g. no internet or no broadband, or no sky q activation.

So when troubleshooting connectivity I always put all 3 boxes close together first just to ensure they can indeed be reconfigured and there is no other fundamental issue. It's as if they must still communicate with each other over their own Sky wifi (perhaps related to proving the sky q activation process), as it shouldn't really be an issue if they did this over the BT mesh wifi, as with 6 discs in the house the BT signal is strong everywhere.

 

Also making a change on any sky box or even recycling the power, you can easily go down a rabbit hole of tweaking and changing stuff to try and get the damn things to connect but nothing seems to work! 
Experience has shown they seem to take ages to configure themselves after any tweak or interruption they just continually error, I just leave them for 30 minutes or an hour and surprisingly often the errors go away and they have magically reconnected.

 

What I've learnt would take days to write down, but some fundamentals are:

Don't follow any troubleshooting prompts from the Sky mini boxes.

Have patience and wait a period after any change.

Always ensure the main box is stable first, the mini box errors can take you down another rabbit hole when often it's the main sky box.

Turn off the mini boxes and leave them until main box keeps a stable connection on wholehome (If the main box has wandered away from it's usual closest BT disc then try and force it back to the disc you know it works on).

In my house I can guarantee that if  the power goes off or there has been any disk interupted on BT mesh wifi then Sky will go into error mode while every other device on wifi in the house will return and work perfectly normally - but not Sky Q.  Any errors with Sky and out of habit I always go and look at the BT Wifi disc config first.

 

Just a week ago this happened to me again (I had to turn off mains power in the house which caused all the BT discs to auto reconfigure when switched back on) and it took me 2 days to get sky all back, working and stable - but I knew beforehand it would be an issue - they are all working fine again now.

 

As I say, I have never hard wired mine so can't help in that case but thought I would share my experience that generally they work well but are painful when a glitch occurs and they can't reconnect. 

 

Best of luck!

 

 

 

 

 

This message was authored by: Chodley

Re: Sky q mini boxes wont stay connected to sky q main box

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

Your minis are not using the wholehome connection to talk to the Q, they have to go direct.


I've got both minis on powerlines, to a 3rd powerline which is attached to a switch near the Q.

 

Q is hardwired to that switch.

 

A Wholehole mesh node is also hardwired to that switch and uses wifi to talk to the rest of its mesh of course, and from there the router (which has no wifi at all)

Sky boxes all have wifi disabled.


Completely stable for about 4 years now.

 

It's a total joke that "3rd party wifi meshes are not a supported configuration" but somewhat caused by the fact Q used a proprietary solution back when the performance of wifi7 wasn't even dreamed of.

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