netflix connection on sky q

[pezz]

whilst watching netflix on sky q im losing network connection and after restoring it it still keeps droppingnou.Any ideas ?

[jinks82]

I have the same problem. I am getting seriously tired of this. My internet connection is fine but my Sky Q network connection drops out randomly. I was advised by a Sky engineer on a recent visit to use the option in settings stating thatmy hub is not a Sky product (it is). This sometimes works but I have to keep entering a horrendously long password using a frustrating character selection  process.  Why can't it remember me? 

I am seriously considering ditching Sky as their products are not up to scratch. Why can't they fix this issue?  Why won't they fix this issue. It is a common problem for users for heaven's sake!! The help to fix service has got worse and continually tells you to do things that you have already done! I don't want to speak to a robot.

[pezz]

Agreed thr robot advice is not helpful and it is impossible to talk to a human. This problem only occurs when watching netflix

ive searched online and have been advised to change the 5GHZ WI fi channel width as my sky q box is losing its link to the router

apparently this is a common issue with netflix on sky so i will try this and see what happens

[jinks82]

Thats interesting. I have a suspicion that it drops out while watching Netflix. Can anything be done about the 5Mhz issue?

[jinks82]

Apologies - 5 Ghz!  How do I change the bandwidth?

[pezz · Accepted solution]

The Sky Q mesh and your Sky router both use the 5GHz frequency. By default, they use a wide channel (80MHz) which easily suffers from local interference, causing the network connection to drop during high-bandwidth tasks like streaming Netflix.

1. Press Home on your remote, scroll down to Settings (do not select it).
2. Press 0, 0, 1 and then Select to open the hidden Installer Menu.
3. Go to Network.
4. Change the 5GHz Channel Width from 80MHz down to 46MHz (or 36MHz depending on your software version).

[jinks82]

Cheers Pezz! I'll give that a go!

[3ndofrope]

I’ve had this issue on all of my miniboxes. Started that it's just streaming services. Now it's the entirety of the sky q services. None of the miniboxes will connect to my router for longer than 30 seconds. Spent hours on the phone and on live chat with Sky, tried and retried EVERY suggested reset, reboot, update and change of settings possible. Nothing works. So they're sending an engineer out (original proposal was 3 weeks!) in 10 days time. Sky customer for 17 years, I understand there can be problems, but the customer service in response to an issue is abysmal. 

[xenon81]

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@pezz wrote:

The Sky Q mesh and your Sky router both use the 5GHz frequency. By default, they use a wide channel (80MHz) which easily suffers from local interference, causing the network connection to drop during high-bandwidth tasks like streaming Netflix.

1. Press Home on your remote, scroll down to Settings (do not select it).
2. Press 0, 0, 1 and then Select to open the hidden Installer Menu.
3. Go to Network.
4. Change the 5GHz Channel Width from 80MHz down to 46MHz (or 36MHz depending on your software version).

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It's 40Mhz (46 or 36Mhz aren't options). I can't see how reducing the channel width would help though as it just reduces the amount of bandwidth available and makes buffering more likely. 

[pezz]

well its an option try as sky themselves are not particulary helpful

[Me134]

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@pezz wrote:

well its an option try as sky themselves are not particulary helpful

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Two other obvious solutions are to use an ethernet cable if possible to the Q box, the second is to use the TVs built in Apps rather than the ones on an increasingly aged Q platform.

[pezz]

It's worked fine for the last 5 years so why would I now want to hard wire ?

[Me134]

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@pezz wrote:

It's worked fine for the last 5 years so why would I now want to hard wire ?

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So that it works...

[pezz]

Ive also reduced my disk space on recordings and everything works fine now without having to hard wire