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Distinguished Sage
Distinguished Sage
3,827 Views
Message 11 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

if you have hh6 and not SH2 have you tried splitting the networks  http://bt.custhelp.com/app/answers/detail/a_id/56419/~/how-do-i-split-my-bt-hubs-ssid-%28wireless-ne...



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Beginner
3,816 Views
Message 12 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

Hi

I've split the network before and this caused me lots of issues with my other devices picking up and dropping signals. I have recently purchased the whole home white trio disc set which has greatly helped any dead spots around my home /garden but made no change to the Sky Q network issue. I will try splitting them again and monitor how it goes. thanks 

Paul

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Newbie
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Message 13 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

I moved house 9 weeks ago and got a HH6 and Fibre to the Premises along with Sky Q installed (and 2 mini's).
The main box is connected directly to the router by RJ45.
No issues at all until 2 days ago.
Now I've had the main box drop the internet 3 times and it's been a real pain getting it back each time.
Nothing else is affected - 4 PC's, 3 smart TV's and several mobiles, tablets, Google Home, Amazon Alexa, etc. Some wired directly, some using powerline adapters, most wireless.  All work fine when Sky drops out.
Tried connecting by WiFi - Sky Q sees my SSID but doesn't connect after it has dropped the connection.
If I enable a hotspot on my mobile I can connect sky to in immediately.
If I check the router admin page it shows the Sky box on Port 2 as disconnected. 

If I cycle power to the router it shows port 2 connected and I can get Sky connected again immediately.

Saw a post about disabling Smart Setup on the HH6 which I have now done and I extended the DHCP lease to 20 days to see if that keeps me going any longer!

But the issue does not appear to be WiFi related - same thing is happening to me with a wired connection...
The fact that everything else in the house works would suggest the issue lies with the Sky box rather than the BT router...

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Aspiring Contributor
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Message 14 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

Similar problem here for the last week or so (but with Smart Hub 2). I also think that it’s the Q Box. Everything else is ok, by Sky box keeps loosing the network. Going through setup again solves it for a few hours, sometimes a couple of days, then it happens again.
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Beginner
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Message 15 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

seema to be an ongoing issue that neither Sky or BT want to take responsibility for with each blaming the other. i've tried disabling the smart set which didn't make a difference. I can have an occasional week where it works fine all week with no issues then 3 or 4 weeks of non stop problems. It says its connected but no network and the router says the sky Q is connected. hopefully someone somewhere is working on a solution. 

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Recognised Expert
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Message 16 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

Did you split the 2.4 & 5Ghz ?  Bear in mind SkyQ will only work at 2.4Ghz with a non Sky router.

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Newbie
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Message 17 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

Well in my case I'm hard wired direct to the router by RJ45 so it's got nothing to do with the WiFi.

Seems to be a more general fault with the SkyQ box. Shame they are blaming BT when nothing else in the house is having issues! 

I've just counted 25 other devices connected and working perfectly in my house - probably missed a couple!

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Aspiring Expert
3,591 Views
Message 18 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

If you are connecting wirelessly to a SH from Sky Q then make sure you don’t use WPS as apparently the boxes aren’t keen on that.

Also if you go onto the home screen and then hover over settings and type 001 on the remote and then press enter to go into settings you can select whether to turn off 2.4ghz or 5ghz.

You could also check what channel your wireless is on as it maybe broadcasting on one that the Sky box is not fond of. (Usually channel 13 but most new hubs only use 1, 6, and 11 for 2.4ghz and 36, 40, 44, 48 for 5ghz).

(Don’t turn off 5ghz if you have any mini boxes connected wirelessly as the Sky mesh use 5ghz).

 

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Aspiring Contributor
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Message 19 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

Thanks for the suggestions, I have a Smart Hub 2 so can’t split 2.4 and 5. Everything was ok until recently and as the other poster mentions, all my other devices are also ok. Think it must be. Sky Q firmware glitch.
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Beginner
3,551 Views
Message 20 of 32

Re: SKY Q Box disconnecting from BT Smart Hub 6

I definitely think it's an issue along the lines of the sky q only running on the 2.4 rather than the 5. I will try again but I did try it previously but made no difference. 

thanks 

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