SkyQ Minibox keeps dropping WiFi link

[DRC-KW14]

Our SkyQ Minibox appears to have develped an issuein the past 2 weeks.  It keeps dropping the WiFi links to both home broadband and main SkyQ box.  We reset, its OK for a day or so then we have to set it up again.  I suspect a problem with the box.  How can I get a replacement ?  Thanks  

[Quoman7]

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@DRC-KW14 wrote:

Our SkyQ Minibox appears to have develped an issuein the past 2 weeks.  It keeps dropping the WiFi links to both home broadband and main SkyQ box.  We reset, its OK for a day or so then we have to set it up again.  I suspect a problem with the box.  How can I get a replacement ?  Thanks  

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Hi @DRC-KW14 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on to reboot, then do the same with the Mini box?

[DRC-KW14]

Thank you but I've already been through all that.  Routers off/on/off, main Q box too.  The Q minibox simply loses the WiFi link every so often.  The main Q box is OK and stays connected to the internet.  The Minibox loses connection to both our internet router and the main Q box.   

[oldfella]

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@DRC-KW14 wrote:

Thank you but I've already been through all that.  Routers off/on/off, main Q box too.  The Q minibox simply loses the WiFi link every so often.  The main Q box is OK and stays connected to the internet.  The Minibox loses connection to both our internet router and the main Q box.   

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Hi @DRC-KW14 

Who is your Broadband supplier?

[DRC-KW14]

BT

BT

BT

BT

BT

[chat won't accept a 2 letter answer!]

[oldfella]

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@DRC-KW14 wrote:

...............      The Minibox loses connection to both our internet router and the main Q box.   

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Hi @DRC-KW14 

The Q mini boxes do not connect to 3rd party routers.

They only connect in this instance to the main Q box WiFi.

Assume you have carried out a  Network reset on the mini box.

Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect to your main Q box by WPS
You will be asked to press the WPS button on the main Q box. (Not on the mini box as the Network reset will start the mini WPS automatically).

Also with BT broadband it's best to turn off Smart setup in the BT router settings.

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off- 

[DRC-KW14]

Yes network reset has been done several times.

FYI the minibox does appear to connect to both the BT router and the main Q box.  We've never had a problem with it since installed about 2 years ago - until about 2 weeks ago when the minibox started disconnecting from both.  Sometimes I have to go through setup several times with the minibox as it doesn't remember the WiFi password and/or doesn't complete the setup.  I am convinced that the minibox had developed a fault and so I would like it replaced.

So how do I do this please ?  Sky chatbots dont understand any request to replace a box

Thank you.

[Invisiblename]

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@DRC-KW14 wrote:

Yes network reset has been done several times.

FYI the minibox does appear to connect to both the BT router and the main Q box.  We've never had a problem with it since installed about 2 years ago - until about 2 weeks ago when the minibox started disconnecting from both.  Sometimes I have to go through setup several times with the minibox as it doesn't remember the WiFi password and/or doesn't complete the setup.  I am convinced that the minibox had developed a fault and so I would like it replaced.

So how do I do this please ?  Sky chatbots dont understand any request to replace a box

Thank you.

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Sorry, but @oldfella  is correct, the Sky mini boxes only connect to Sky's own broadband router, they do not connect to 3rd party routers.

[oldfella]

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@DRC-KW14 wrote:

Yes network reset has been done several times.

FYI the minibox does appear to connect to both the BT router and the main Q box.  We've never had a problem with it since installed about 2 years ago - until about 2 weeks ago when the minibox started disconnecting from both.  Sometimes I have to go through setup several times with the minibox as it doesn't remember the WiFi password and/or doesn't complete the setup.  I am convinced that the minibox had developed a fault and so I would like it replaced.

So how do I do this please ?  Sky chatbots dont understand any request to replace a box

Thank you.

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Hi @DRC-KW14 

Mini boxes will not connect by Password.

They will only connect by WPS to Sky Q WiFi.

If you think the Mini is faulty contact Sky for an Engineer.   If the mini is faulty the Engineer will replace it.