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Newbie
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Message 1 of 4

Sky Q and BT broadband

Since having Sky Q installed 2-3 weeks ago my bt Broadband keeps dropping off and doesn’t re connect without entering the password on virtually all devices. 

Called BT and they have said I need to sign up to a new contract and obtain the new “smart” router as my router is too old and could be the reason!! But cannot be sure this will fix the problem 

Surely they should have alternative way of testing and fixing this problem? Any suggestions please? 

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Aspiring Expert
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Message 2 of 4

Re: Sky Q and BT broadband

@HarjSingh There should be no problems with any BT router and Sky Q (I know someone using the one with the VOIP phone attached), If you do get a recontract and new hub get an email assurance this will cure the problem so you can get out of the contract without a long term commitment.

There have been a lot of reported problems with the latest Q update (120) and people have reported this type of problem as well as others.

However you need to be wary of the latest smarthubs i particular the 2 as ofter to prevent clashes with the  Q mesh on 5Ghz Ch36 you have to split frequencies and move the BT one away from it. With the smarthub2 you can't split frequencies although you can move them.

As the main Q box is dual band but with BT it only uses 2.4Ghz to connect to the router it sometimes tries to connect using 5Ghz which results in log in failing, this is where you need to split frequencies and can't with the 2 sometimes you have to turn off 5Ghz, set it up and then turn 5Ghz back on.

AND always turn OFF smart in any BT hub.

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Distinguished Sage
Distinguished Sage
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Message 3 of 4

Re: Sky Q and BT broadband

I agree with @Bob1001 there is no need to get a new hub probably SH2 to get your sky q working

I would make sure you have turned off smart setup and I would also split the 2.4/5ghz networks and see if that helps your sky q connect and also maintain connection

I use a SH2 with my SKY Q 2TB box and 3 mini boxes all connected wireless and don't have any problems

have you turned of smart setup  

Turn Off smart setup

have you split the networks   

Split the networks

 

 

 

 

 

 

 

 



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Newbie
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Message 4 of 4

Re: Sky Q and BT broadband

Strange thing is the smart hub set up has off and I’m still getting issues 

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