Wireless Sky Q connection/s causing my fibre connection to disconnect?

[slipd]

Hi guys, 

My locally provided fibre connection has been dropping, unable to automatically reconnect - a full power down and switch back on is required before the connection (phone and broadband) is able to reastablish. After reporting to my ISP, all they can come up with is, "it's your Sky Q kit." A 2TB box and 2x Mini's.

I'm not convinced. I mean, is that even possible, a wireless connection essentially killing a fibre one?! 

I have a callback with them tomorrow but in the meantime, thoughts? 

Thanks. 

[PandJ2020]

The Q creates it's own mesh 5GHz network on channels 36 to 48.

If your ISP is using the same range then they could clash.

Change your router to use at least channel 52.

[slipd]

Thanks! I would understand wireless drops, from my connected devices but to actually take down my fibre connection?!

Is the Sky Q mesh really that powerful? 

[PandJ2020]

Depends on how the router reacts to collisions I guess...

[slipd]

So, after two more periods of no Internet today, I had a long chat with my ISP and their advice was to disable the 2.4GHz wireless networking capability from the advanced/hidden menu... Once disabled I was unable to find any networks, Settings didn't show anything. There are at least 4/5 5GHz SSIDs in the area.

Is it possible my 2TB Sky Q doesn't support 5GHz? It's a first iteration box I believe. 

[Laing1]

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@slipd wrote:

So, after two more periods of no Internet today, I had a long chat with my ISP and their advice was to disable the 2.4GHz wireless networking capability from the advanced/hidden menu... Once disabled I was unable to find any networks, Settings didn't show anything. There are at least 4/5 5GHz SSIDs in the area.

Is it possible my 2TB Sky Q doesn't support 5GHz? It's a first iteration box I believe. 

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@slipd all Q boxes are capable of receiving wifi signals on the 5 Ghz range this is what all boxes use if you are connecting to a Sky router or have mini boxes but if you do not have Sky as an ISP then you need the 2.4Ghz enabled as the Q main box will only use 2.4Ghz to connect to a non Sky router

[slipd]

Great! So my ISP don't actually know what they're talking abou then?! I'll give them the benifit of the doubt, is it possible they meant, 'disable the 5GHz' option?

Thanks.

[Laing1]

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@slipd wrote:

Great! So my ISP don't actually know what they're talking abou then?! I'll give them the benifit of the doubt, is it possible they meant, 'disable the 5GHz' option?

Thanks.

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@slipd being honest you ISP probably don't know how the Q boxes work, if you have no mini boxes then you could try turning off the 5 Ghz signal to see if it helps nothing wrong in trying it 

[slipd]

Yeah, we have 2 minis as well, for Multiroom.

I'm still struggling to believe that a potential wireless issue could knock out my fibre connection at source?! I thought fibre was too well shielded? 

[Laing1]

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@slipd wrote:

Yeah, we have 2 minis as well, for Multiroom.

I'm still struggling to believe that a potential wireless issue could knock out my fibre connection at source?! I thought fibre was too well shielded? 

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@slipd So with Sky Q if you have Sky as your ISP then the Q box router and mini boxes all play nicely and connect through 5 Ghz to form a mesh

With a thrd party ISP then the main box only connects to the router through 2.4 Ghz but the main Q box then connects to mini by way of a mesh that it emits and this is done on 5 Ghz 

You could as you say try turing the 5Ghz off on your router to see if that helps or if you can change the 5 Ghz channel on your router set it as high as you can as the 5Ghz channel that is the default for the Q boxes is 36 

[slipd]

For the time being, I've disabled 2.4GHz on both of the Mini's and given everything a reboot -  so far do good...

Be interested to see what my ISP say tomorrow on the follow up call.

[Chodley]

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@slipd wrote:

Yeah, we have 2 minis as well, for Multiroom.

I'm still struggling to believe that a potential wireless issue could knock out my fibre connection at source?! I thought fibre was too well shielded? 

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Fibre isn't electrical, it's optical, so it doesn't need any shielding.

[slipd]

Thanks! So even less likely that my Sky kit is killing my fibre connection then...

[Chodley]

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@slipd wrote:

For the time being, I've disabled 2.4GHz on both of the Mini's and given everything a reboot -  so far do good...

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Interesting. They usually need to get an IP direct from the router before they start talking to the Q. Would expect that initial step to need 2.4 but maybe not!

[Chodley]

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@slipd wrote:

Thanks! So even less likely that my Sky kit is killing my fibre connection then...

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Q can be a bit overly chatty and some hardware shuts down ports if it thinks they have a device attached causing a network broadcast storm. Would expect the internet WAN side of it to be fine though.