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EE Smart Hub Plus and Sky Q Connection Issues

mdnn85
Investigator
Investigator

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 😊

4 REPLIES 4
XRaySpeX
EE Community Star
EE Community Star

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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Northerner
EE Community Star
EE Community Star

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 

 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

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
EE Community Star
EE Community Star

"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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP