topic Re: EE Smart Hub Plus and Sky Q Connection Issues in Broadband & Landline

EE Smart Hub Plus and Sky Q Connection Issues

mdnn85 — Wed, 02 Apr 2025 15:19:37 GMT

We recently switched our Broadband from Sky to EE's Full Fiber 500, however, we remain with Sky for their TV services and have a Sky Q box (not sure if it makes a difference but the box is for 4K TV with 1TB SSD).

Since switching we updated the settings on Sky Q to connect via the WiFi, however, on a daily basis we have to go through the process of either re-entering the password or resetting the Sky Q box as it keeps losing the connection. This issue only occurs with the Sky Q box, all of our other devices such consoles, phones, tablets, smart devices etc stay connected without any issue.

I have contacted Sky and have gone through some trouble shooting steps with them but nothing so far has fixed the issue and they suggested it may be something within the settings of the router. Unfortunately the location of the EE Hub means we're unable to connect the Sky Q box via ethernet.

I have seen posts on several forums where people have had this sort of issue with EE equipment and Sky Q but the only resolutions I have been able to find must be for different routers as the settings mentioned don't appear to be in my settings page.

If anyone could help with this I would be really grateful 😊

Re: EE Smart Hub Plus and Sky Q Connection Issues

XRaySpeX — Wed, 02 Apr 2025 16:58:02 GMT

You don't say what settings mentioned don't appear to be in your settings page.

Try connecting Sky Q to the Compatible WiFi SSID of the router.

Re: EE Smart Hub Plus and Sky Q Connection Issues

Northerner — Wed, 02 Apr 2025 16:57:03 GMT

Hi @mdnn85

Yes Sky equipment hates any other equipment.

My mate ended up connecting their old Sky router to ethernet and connecting their Sky equipment to that router over wifi . No further issues.

Thanks

Re: EE Smart Hub Plus and Sky Q Connection Issues

mdnn85 — Thu, 03 Apr 2025 01:48:06 GMT

One of them said about changing the router from IPv6 to IPv4 but from what I can tell off my settings screen my Broadband runs both, another one was on about an authenticity setting, I can't remember what it was called but it was something like POP3.

I'm not sure what you mean by connect Sky Q to the compatible WiFi SSID of the router? The WiFi router that we had before switching to EE was a Sky Hub but that had to be returned when we cancelled the Sky Broadband contract.

Re: EE Smart Hub Plus and Sky Q Connection Issues

XRaySpeX — Thu, 03 Apr 2025 02:08:08 GMT

"IPv6 to IPv4" is a fix for mobile routers only.

"POP3" relates to email but I guess you mean "WPA3 or 2" which is to do with WiFi security.

Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router. Then on the Advanced > Advanced Wireless page you'll find a tab for Compatible WiFi. Set it up with an SSID & pwd of your choosing (or maybe it defaults). Then connect the Sky Q to that SSID.

Re: EE Smart Hub Plus and Sky Q Connection Issues

kinoultonkid — Mon, 14 Apr 2025 17:19:17 GMT

Hi mdnn85 I am having the same issue as you. Have you tried the solution suggested by @XRaySpeX and if so did that work?

Re: EE Smart Hub Plus and Sky Q Connection Issues

kinoultonkid — Mon, 14 Apr 2025 17:23:44 GMT

Hi @XRaySpeX , first question, by setting up a compatible WiFi for the Sky Q box does this affect the 2.4 and 5ghz channels for other devices? Second question, why do we have to do this anyway, what is the root cause of the connection issue between the SkyQ box and the ee router?

Re: EE Smart Hub Plus and Sky Q Connection Issues

JimM11 — Mon, 14 Apr 2025 17:45:58 GMT

@kinoultonkid Have a read at this post link.

Solved: Sky Q and EE app issues - The EE Community

Re: EE Smart Hub Plus and Sky Q Connection Issues

XRaySpeX — Mon, 14 Apr 2025 17:52:43 GMT

No, if all the other devices are left connected to the main SSID, they are not affected by the Compatible WiFi SSID.

Re: EE Smart Hub Plus and Sky Q Connection Issues

kinoultonkid — Mon, 14 Apr 2025 17:57:36 GMT

Thanks I’ll try this

Re: EE Smart Hub Plus and Sky Q Connection Issues

kinoultonkid — Mon, 14 Apr 2025 18:00:52 GMT

Btw @XRaySpeX do you know, what is the root cause of this connection issue?

Re: EE Smart Hub Plus and Sky Q Connection Issues

XRaySpeX — Mon, 14 Apr 2025 18:14:44 GMT

Probably a clash between your device & WiFi6 &/or WPA3.

Re: EE Smart Hub Plus and Sky Q Connection Issues

stuartw57 — Thu, 15 May 2025 21:54:46 GMT

Had the same prob...ee sent out engineer to sort connecting prob like yourselves..OK foe a bit now starting again..Will be on phone again tmw..good luck..

Re: EE Smart Hub Plus and Sky Q Connection Issues

TheMews8 — Wed, 21 May 2025 17:46:41 GMT

We have the same problem SKYQ box loses the connection to EE router every 2 or 3 days. I have seen a couple of suggestions about changing the router settings to switch off 5G and avoid certain channels. Has anyone tried switching off 5G with any success? I am reluctant to do it incase it messes up all our other device connections.

Re: EE Smart Hub Plus and Sky Q Connection Issues

JimM11 — Wed, 21 May 2025 17:53:21 GMT

@TheMews8 You do not want to be switching off any wireless wi-fi bands on the EE router. SKY Q can connect on 2.4 or 5Ghz so have a look at Sky Q settings, if you have a Plus/Pro router then you may also wish to look at using the compatible wi-fi feature.

Re: EE Smart Hub Plus and Sky Q Connection Issues

TheMews8 — Wed, 21 May 2025 18:01:25 GMT

Ok that’s helpful thanks. I will try the compatible Wi-Fi.

Re: EE Smart Hub Plus and Sky Q Connection Issues

JimM11 — Wed, 21 May 2025 18:34:17 GMT

@TheMews8 You can also have a read at this post from back in Jan to see if it is off any use.

Solved: Sky Q and EE app issues - The EE Community