EE Smart Hub Plus and Sky Q Connection Issues

[mdnn85]

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 😊

[XRaySpeX]

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.

[Northerner]

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 

[mdnn85]

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.

[XRaySpeX]

"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.

[kinoultonkid]

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

[kinoultonkid]

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?

[JimM11]

@kinoultonkid Have a read at this post link.

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

[XRaySpeX]

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

[kinoultonkid]

Thanks I’ll try this