This topic

Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Sat, 24 May 2025 17:28:28 GMT

So a few months ago we had Full Fibre 900 installed into our house but ever since we've had this weird deal where once a day the Wi-Fi will go down on the Sky Q boxes and mobile phones BUT my PC that has Wi-Fi6e stays connected, naturally of course the SmartHub 2 stays blue.

Rang BT about it Thursday and they sent out a new SmartHub 2 that arrived the next day and was installed today (24/5), we also plugged an ethernet cable into the main Sky Q box today as well and it STILL happened this evening.

This is now getting very frustrating and even the guy we spoke to at BT on Thursday found the situation weird - we now know clearly that it didn't matter it seems changing the SmartHub... so what could it be?! Any help or guidance would be greatly appreciated as being a disabled household myself and my Mum rely on it...

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

imjolly — Sat, 24 May 2025 19:02:03 GMT

The sky box WiFi operates on channel 36ghz so you can try entering hub manager entering 192.168.1.254 into address bar and going to WiFi and changing the 5ghz channel from smart to say channel 48 then save on exit and see if that helps

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Sat, 24 May 2025 19:23:00 GMT

We did try that a couple of times but it still had the issue (non-smart 36 and 40) however I'll try one last time with the channel you mentioned - we've also tried a factory reset and power cycle with the first SmartHub.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

Anonymous — Sat, 24 May 2025 19:34:31 GMT

Why are you convinced it's the router..not considered the Sky box and I'm guessing Sky mobile are the villains.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Sat, 24 May 2025 20:35:52 GMT

Regarding the mobiles - we're on Vodafone and not Sky mobile but as I said in my previous reply - shall try putting the channel on 40 and see what happens - hopefully it's something as simple as that - still find it weird that the wi-fi still works on my PC when this happens but it's annoying my Mum when it goes down in the night when she can't sleep and wants to watch Catfish!

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Sun, 25 May 2025 17:21:52 GMT

Sadly I tried channels 40,44 and 48 and it still dropped out on the Sky Q on every single one (Keep in mind that the main box is connected via ethernet since yesterday). Honestly getting to the point where I am completely baffled as what could be causing the problem - my mother thinks that the SmartHub 2 isn't strong enough Wi-Fi wise to bounce off onto everything that isn't my PC. At this rate she's more likely to tell BT where to go and try another provider given they're making her pay in the £80-90 range per month for something that has been this bad (or as she calls it a pile of horse let's say dung to make it clean!) (I want someone from Openreach to essentially come out and connect it all again from scratch tbh...)

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

imjolly — Sun, 25 May 2025 19:27:00 GMT

If the main SKYQ bodies connected by ethernet and it also drops connection then it has nothing to do with the hub WiFi and more likely the SKYQ box. Do you have the SKYQ set on eco mode?

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Sun, 25 May 2025 19:44:37 GMT

Looks like the main one was on eco - have turned that off. Now to see if it goes down again either tonight or tomorrow... if it does... lord knows what it is causing the drop out.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Mon, 26 May 2025 13:19:42 GMT

Sadly at about 13:50 this afternoon the Wi-Fi dropped out again even with Eco mode turned off (None of the mini boxes are on Eco either...)

So to recap - at least once a day the Wi-Fi drops out on everything bar my PC - BT offered a new SmartHub 2 to replace the old one, problem still persisted, hardwired the Sky via Ethernet, still happening, tried taking Wi-Fi off channel 36 and tried 40,44 and 48 - still kept happening and now after turning Eco mode off the Sky box - still happening.

Genuinely at a loss as to what keeps causing this - informing BT tomorrow (after they said give it 48 hours from putting in the new Hub) because quite frankly it's getting ridiculous.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

licquorice — Mon, 26 May 2025 13:37:22 GMT

Try changing the DHCP lease time to 21 days. Hub > Advanced settings > My Network > IPv4 configuration > Lease time

Is your PC connected at 2.4Ghz or 5Ghz?

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Mon, 26 May 2025 13:37:04 GMT

Thank you - shall try this out!

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Mon, 26 May 2025 13:44:47 GMT

PC is 5Ghz - Wifi6e

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

licquorice — Mon, 26 May 2025 13:50:53 GMT

In that case it seems extremely unlikely the problem is with the BT Hub if that continues to work.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Mon, 26 May 2025 20:39:21 GMT

Changing the lease time didn't work as it went down again around half past 9 this evening. At this rate I do wonder if the problem is BT itself because all the solutions given to fix it re the sky box have failed whether it's channels, eco mode or even this... and I appreciate everyone that's tried to help so far.

They're charging my Mum between £80-90 a month for something that has not worked properly it seems since DAY ONE.

Sick of having to restart the hub twice a day because of it too - it'd be easier to figure out if EVERYTHING went down.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Tue, 27 May 2025 16:39:13 GMT

So rang BT today and they recommended once again unplugging and re-plugging the Hub and doing a power cycle on the ONT... give us 48 hours etc. Three hours later... dropped out AGAIN.

Tempted to ring again tomorrow tbh because we've given it 48 hours so many times and still no resolution... time for them to send an engineer out.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

Anonymous — Tue, 27 May 2025 16:52:23 GMT

When you connected the Sky box to ethernet, did you also reconfigure it's network settings? Simply plugging in a network cable may not necessarily override the WiFi settings.

What are the phones that that are dropping, recent models?

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

LegionAOD — Tue, 27 May 2025 16:58:05 GMT

The mobiles are an Iphone 15 and a Samsung Galaxy 24 Ultra. Now regarding the reconfiguration of the Sky network settings - if I turn wifi off on the box connected by the ethernet cable will that affect the miniboxes we have?

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

Anonymous — Tue, 27 May 2025 17:39:33 GMT

From the little I know of Sky Q, it uses it's own 5Ghz WiFi on a hidden SSID. So switching the main box to ethernet shouldn't affect the Mini connections. But try it & see, you can always change it back.

I would also download a WiFi analyser to the PC, which should show the SH2 SSID on both 2.4 & 5GHz bands. Then check again next time it drops to see if both are still present.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

gg30340 — Tue, 27 May 2025 17:47:48 GMT

If your PC is the only device that stays connected when it happens have you considered it could be something with the PC that is causing it.

I am not saying this is the problem but it might be something like the PC's power supply causing an issue with the hub.

If you have not already tried it you could try turning the PC off for 24hrs or until the next drop out to either rule it in or out as being the problem.

Re: Wi-Fi going down daily but only on Sky and mobile phones?!

Martinwales — Tue, 27 May 2025 20:32:52 GMT

Coincidentally we had Fibre 900 installed the other week.

Today my wife was watching Disney Plus earlier this evening on Sky Q when the wifi connection dropped out.

We restarted both the Sky Q box and the BT Smarthub but Sky Q was unable to connect. My BT mobile's wifi connection has not dropped out, but the speed is VERY erratic, ranging from about 20 Mbps to 280.

We have reset the connection on the Sky Q box several times, each time entering the Smarthub password, but it still won't connect.

I am now going to try an ethernet connection to the Sky Q box to see what happens.

As you say, incredibly frustrating paying so much to both providers and having an unreliable service.