SkyQ Box not connecting to EE Hub for internet connection

[Chodley]

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@BorisB wrote:

When all else fails try settings - advanced - reset DNS Server to 8.8.8.8

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That can help some download issues but not usually the disconnections.

[Chodley]

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@wadinga wrote:

My Q box is OK via Ethernet from new EE SmartHub Plus most of the time but crashes and freezes with fan running several times a day. Disabling WiFi is not an option as I have a Mini. 

PCs cannot see SHP via Ethernet as "no network" but work OK on WiFi. Any new solutions? EE techline unhelpful, blaming Sky Qbox. 

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Use a powerline for the mini or an EE booster via ethernet. You need to disable wifi on the Sky boxes.

what is SHP?

[wadinga]

Hi Chodly,

S mart H ub P lus.  To be honest I think the problem is more with EE SHP rather than Sky Q Wi Fi. The Ethernet connection works most of the time for Q box but apparently freezes it occasionally. Ethernet from EE ports doesn't work at all with PCs and I can't see plugging the mini into Ethernet is going to be any better. 

Others have mentioned Sky Q freezing with fan on continuously, as if random occasional problem with EE SHP Ethernet comms freaks it out, same as I have, and replacement Q box makes no difference. Restart of Q box only solution. Of course EE Techline puts problem on Sky and says if WiFi works with PCs why bother with Ethernet? This thread is where incompatibility issues between EE SHP and Sky Q are being discussed and disabling Sky WiFi seems like a workaround rather than getting at the real problem.

Thanks for any ideas. Wadinga 

[Chodley]

Disabling wifi is indeed a workaround as is using ethernet. A workaround for some shocking wifi tech in the Q boxes.

I have a theory that the V3 Q boxes overheat or some other failure when using gigabit ethernet. Might be worth trying a 100Mb only switch in between the Q and router if you are getting that loud fan noise symptom.

"Ethernet from EE ports doesn't work at all with PCs"

This is madness. What's going on there?

[wadinga]

Hi Chodly,

New development. Tested laptop on short Ethernet lead from EE SHP, reset adapter- success! Before reading your suggestion moved TP switch from upstairs at end of Cat 5e lead to connect direct to Router instead, joined Cat 5e lead to switch and moved laptop upstairs to far end of Cat 5e- success! 

Either there is some incompatability problem fixed within the switch or the EE SHP Ethernet output is just too feeble to communicate over distance, and the powered switch provides sufficient to communicate successfully over 20m plus. Have plugged Sky Q into switch as well and will report whether freeze/crash whirring fan problem occurs over the next few hours..........  Sky Mini still working OK via Sky WiFi. Will revert.

wadinga

[Chodley]

Cat6 ethernet cable is normally good for up to 100m at 1Gigabit.

[wadinga]

Hi Choldey,

Sky Q connected by 10m of Cat 6 to TP switch still happy, no crash/freeze/fan whir after 18 hours plus. Don't think overheat was problem. IMHO intemittent problem was being connected directly to EE SHP via this Ethernet lead.  Laptop at far end of 20m of Cat5e happy to see EE SHP provided TP switch is in between on short lead from EE SHP. I tried all of the four Ethernet ports on the EE SHP and none was better than another. This suggests to me EE SHP has weak Ethernet output by poor design or poor QC but I am no technician. Does seem to suffer from many and varied faults according to this thread.

I guess I am lucky the Sky Q WiFi works so well to mini, which does overheat from time to time, (no cooling slots or fan) requiring power down. Think I will get another TP switch (splitter) for upstairs to supply the two PCs in seperate rooms with Ethernet.  As we have 700m of copper between us and the fibre to cabinet max speeds are 50Mb only Gigabit ratings unnecessary. 

Thanks for advice all. Will revert if it falls over again.

wadinga

[wadinga]

Hi Chodley,

Dang, spoke too soon, Sky Q crashed again. Obviously whatever it is EE SHP is doing, it travels through the TP switch and hits the Sky Q. Not surprising really as a temporary drop out of Ethernet shoulsd not freak Sky Q out. 

As before any thoughts welcome. 

wadinga

[wadinga]

Hi All,

There is a huge long thread on this problem which is well known to Sky and presumably EE at Discussion topic:"Sky Q box crashing & box fan spinning loudly - EE Broadband" 

This problem has been going on for months with Sky and EE pointing at each other and nobody apparently doing anything whilst taking the subscription money.

All the best

wadinga

[AL551]

I have just had the same no Internet connection with my new EE hub. I eventually sorted it by connecting it to my TP link wifi extender in the next room with cat5 cable,  worked straight away . I hate new kit ,never works well with old stuff.

[GaskGirl]

I first had this problem back in 2017 when using NotSpot MastBand, a 3G router that helped those of us in the extreme sticks get fast(er) internet before things like the EE hub were a thing. 

Unfortunately after months of engineer visits etc I was told by someone in the back of the back room boffins dept at Sky that it was because the SkyQ can't cope with the undulating signal style of mobile broadband. 
Akin to how our mobiles show signal fluctuating from one part of the room to another, the Q box takes that as a dodgy signal and just disconnects. 

I've just signed up to get an EE hub which should be here tomorrow, as I'm sick of paying a stupid amount of money for fast mobile broadband as well as the 4mpbs that comes through the wall just so the SkyQ box can have a stable signal. 

I'd hoped plugging the Q directly into the EE Hub via Ethernet would solve the problem and this thread seems to suggest it will, so happy days - fingers crossed I don't need to come back and seek more wisdom from your hive mind! 

[Chodley]

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@GaskGirl wrote:

I first had this problem back in 2017 when using NotSpot MastBand, a 3G router that helped those of us in the extreme sticks get fast(er) internet before things like the EE hub were a thing. 

Unfortunately after months of engineer visits etc I was told by someone in the back of the back room boffins dept at Sky that it was because the SkyQ can't cope with the undulating signal style of mobile broadband. 
Akin to how our mobiles show signal fluctuating from one part of the room to another, the Q box takes that as a dodgy signal and just disconnects. 

I've just signed up to get an EE hub which should be here tomorrow, as I'm sick of paying a stupid amount of money for fast mobile broadband as well as the 4mpbs that comes through the wall just so the SkyQ box can have a stable signal. 

I'd hoped plugging the Q directly into the EE Hub via Ethernet would solve the problem and this thread seems to suggest it will, so happy days - fingers crossed I don't need to come back and seek more wisdom from your hive mind! 

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If fibre still hasn't been rolled out where you are, starlink is a way way faster service than anyrhing based on 4G - unless you can use 5G now?