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Discussion topic: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

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This message was authored by davem99 This message was authored by: davem99

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

check the frequency that the box communicates to the router. sky works on a different frequency to others. mine had reset to skys default causing the drop offs (i'm with bt) changed the frequency and now all good 

This message was authored by Paul19711 This message was authored by: Paul19711

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

How do you update software on your sky boxes ???

 

This message was authored by Laing1 This message was authored by: Laing1

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

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

@Paul19711 wrote:

How do you update software on your sky boxes ???

 


@Paul19711 what software version are you on ? The boxes should automatically update and if you are already on the latest version then trying to update will not do anything 


I may be a Sky Superuser but I am still just a Sky customer

Sky Q 2 TB (Silver)Box, 2 Mini boxes since June 2016, all connected by wifi
Sky Broadband Hub/SR203, Sky Ultrafast broadband
Ultimate on Demand, Q Experience/UHD, Sky Sports, Sky Cinema
LG 49SJ 810 V UHD TV, Google Pixel 7 Pro mobile
This message was authored by SeanWheatley This message was authored by: SeanWheatley

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

I had this issue again this week, problem caused I think by having one or both mini boxes out of step with updates.

 

My daughter was away for a while so I turned off the telly and mini box in her room for a while. Maybe just losing contact with the main box for a bit was enough to cause maim box to have an issue.

 

Anyways, I updated all 3 boxes to the latest firmware and all is golden  again until a) Sky updates the main box b) I tune off one of the minis for a bit

 

 

 

This message was authored by HailVectron This message was authored by: HailVectron

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

My skyq box ethernet port failed this week, so I had to switch to WiFi for the first time - and it was terrible. I could pair with router fine, but within seconds or minutes, the menus would all show the message about the network not working. This made the box useless for everything but dish-received TV. (The router is just feet from the sky box)

 

I tried all combinations or 2.4 and 5 GHz settings, dedicated SSID network just for Sky, fixed IP - but nothing worked.

 

The final thing I tried earlier today was the use a mobile phone WiFi scanner to find out the lesser used 2.4 and 5 GHz channels, and set my router to not use 'Auto' channel selection, but to use a quieter one.

 

6 hours later, the WiFi is still connected. So I think that's solved it for me - I hope it can help someone else too.

This message was authored by Slyinternetjoke This message was authored by: Slyinternetjoke

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

I'm sick of it.  

had now 4 new routers.

 

cuts out and the reports say it has signal with no issues to the router. So it must be pathetic quality other that keeps freezing.

 

going to change providers as I'm paying too much for a very poor service.

 

need fibre in area.  

sometimes get it to work again after unplugging it for 1 minute, on third time it may stay and provide a speed above 1/3 of what it "says" it is giving.

 

 

This message was authored by Chodley This message was authored by: Chodley

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

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

@Slyinternetjoke wrote:

I'm sick of it.  

had now 4 new routers.

 

cuts out and the reports say it has signal with no issues to the router. So it must be pathetic quality other that keeps freezing.

 

going to change providers as I'm paying too much for a very poor service.

 

need fibre in area.  

sometimes get it to work again after unplugging it for 1 minute, on third time it may stay and provide a speed above 1/3 of what it "says" it is giving.

 

 


This doesn't sound like it's related to Sky Q?

This message was authored by HailVectron This message was authored by: HailVectron

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

False alarm, the following morning it was back to disconnecting every 5 minutes. Sometimes even before I've backed out from the network connection settings to the main Home menu! Oh well, I've only got 2 weeks to wait for a Sky engineer to fix the ethernet port on the Q box...

This message was authored by Catherine631 This message was authored by: Catherine631

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

Hi I see from reading this that its a common problem. Moved house and Sky Engineer came to set up my Q box. As soon as he'd left I noticed my internet had disconnected from the Sky but my Utility Warehouse router and the satellite signal were fine. Very disappointed as I put in the password and turn router and box on and off and reset several times every day. I have never experienced this problem before the move. Please help! 

This message was authored by Chodley This message was authored by: Chodley

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

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

@Catherine631 wrote:

Hi I see from reading this that its a common problem. Moved house and Sky Engineer came to set up my Q box. As soon as he'd left I noticed my internet had disconnected from the Sky but my Utility Warehouse router and the satellite signal were fine. Very disappointed as I put in the password and turn router and box on and off and reset several times every day. I have never experienced this problem before the move. Please help! 


The sky box disconnects from the router, not the other way round. Utter pedantry, I know but it points the finger of blame more accurately.

 

How far between Q and router? Do you have minis?

This message was authored by Robbieruss This message was authored by: Robbieruss

Re: The box keeps disconnecting to the wifi so can’t use search or any apps.I keep resetting

I have just changed broadband provider from sky to Utility Warehouse and now the Internet drops out each day. Bit a of joke really, never had this issue with sky broadband previously. Somethings not right, must be on purpose to try get customers to go back to sky!

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