Change to EE router from BT Smart hub then ongoing problem with SkyQ box

[CJRipon]

Q2 2019 - BT Smart hub connected to Sky Q & mini box via ethernet cable plus 5 white wifi extender discs (old property, thick walls); no issues to talk about until late Q4 2024.

Late Q4 2024, changed to EE router & 3 wifi extenders.

Since then repeated problems with SkyQ box crashing and needing to be reset.

3 new Sky boxes this year, 34 crashes since  keeping score on June 14th.

An EE engineer (contractor) who visited twice this year to help resolve this issue mentioned similar issues with customers who having made the same (enforced?) move as us from BT to EE routers were having SkyQ problems. Each time he has identified a fault at the exchange which had cleared when he came to our house to check the incoming telephone line. 

Any advice on how to get this deeply frustrating issue resolved ?

[Ali_A]

Hi @CJRipon 

Sorry to hear you have ongoing issues with equipment connected to your Smart Hub. 

It's interesting to hear the exchange could cause the box to crash. 
Is the SkyQ box connected via ethernet to the router, as it was with the old one, If so have you tried it via WiFi? 

Do you still have your previous BT router to test? 

Ali 

[CJRipon]

Sky box currently connected by cat8 ethernet cable; old connection to original Sky box until change from BT router wasn't cat 8 and not even sure it was cat6. Worked perfectly well.

Tried via Wifi alone which loses connection to Sky mini boxes.

Previous router and mini discs were returned to BT/EE; wasn't an option to keep it without being charged.

[tnj]

My SkyQ box was playing up when I moved to EE from BT and it has been OK since I disabled the SkyQ from acting as a wireless access point. I went into the hidden/service menu and turned it off.

[CJRipon]

Thanks for that. Is this turning the 24 & 5GHz signals off? ?

[tnj]

Yes, both are now off.

[CJRipon]

Tried that, no change other than the noise from the Sky box was much louder than any of the dozens of previous crashes.

Tried using the Settings 001 option to chang the Sky channel to 44 from 36 - same result, crash not long after trying.

Can't help think there is an issue with the incoming phone line and/or router combination.

[JimM11]

@CJRipon Take a look and see, but your sky Q should be setup as using a Third Party Network as it's main option and as you are using Network connection to the main Q then the 2.4Ghz will be needed mesh wise to get to the mini's if they are in wireless wi-fi connected mode, you will be using the WPS on the Q to connect the mini's. If you are indeed using the 5Ghz then leave it on channel 36 at least it will give you a 80Mhz speed channel.

If the Q is messing with the Ethernet connection and always speed hogging the Lan, there is zero that you can do about it!