Sky Q and EE app issues

[SaddoJohn]

Just migrated from BT to EE Smart Hub Pro- with any new stuff I expect a few teething issues. Family home usual array of devices 2 x Xbox, 4 phones 2 iPADS Sky Q multiroom x 4. First the speeds on the gigabit BT after moving from Sky are INSANE the wifi was hitting 3 mb on gigabit with Sly at the back of the house - 400mb min now. It's also rock solid on most devices on the new iPhone WiFi7 it's hitting 1gb solid.

Issues - Sky Q is constantly losing the wifi password - like 5-10 times a day.

The EE App- we set the SSID and Password to the same as the earlier (Sky) router so we wouldnt need to change like 30x password resets on each device. Issue is we can't access the router or wifi controls from the EE app with either the legacy Sky credentials or the new EE ones so we have half a working system but can't use the cool features and the engineer on the EE Expert visit couldn't really fix or follow up. So LOADS of positives especially performance but we need stability and just to be able to watch Sky etc isnt a huge ask. 

[JimM11 · Accepted solution]

@SaddoJohn First try to establish that you can get to the router via the web manager interface, to do so in a web browser http://192.168.1.254 that will use the SSID and its password if you are doing such on a wireless connected device. The EE app not connecting is a different issue for you, 2 things need to happen the account access has to be good, then the router pairing to the EE app also has to be good. BT to EE migration is a problem with getting the app to function, so it is one of those 2 problems and will take EE CS to sort that out for you.

The Sky Q getting that to work if this is a wireless connection and unless you have a good stable wireless signal then this may be your issue, you do not say what type of connections that you have or device wise, Sky Q mini devices connect back to the Sky Q main box and you may have to look on the EE Pro router at its network with the compatible feature it has...

The setting SKY ssid and password, i did on the EE Smarthub+ back in march when i moved from sky, still the same as it was from that day forward, still working and for the exact same reason that you did so, not prepared to start connecting and re-naming umpteen devices and NO issues what so ever, did think that the ring doorbell/camera's would but even it worked fine.... App functions but that is all i am going to say about it, chocolate fireguard as far as concerned...

[SaddoJohn]

Hey thanks for the reply - so yeas I can get into the router wirelessly from the web - that's where I changed the SSID to match the old sky one. That session lets me do some stuff but other things like wifi controls not functioining unless am on the app. TBH I can live without the app if need be but an unstable sky Q is annoying.

The Sky Q setup is a 2TB box and 3 mini boxes all connected wirelessly. The connection and speed in each room in the house seems solid and the worst speedtest has been like 380mb. The main box keeps dropping the wifi password so have to reenter or pair on wps then do the same with each mini box to get it up and running. 

Have seen the compatability mode so that looks like set up a new network SSID and password just for Sky Q and give that a try - switch on the 5ghz channel as that is off and I think Sky Q runs on 5ghz is that what you did or did your pro hub just work on everything out of the box ? Were there any Sky Q settings you had to change?

[SaddoJohn]

@JimM11 

[JimM11]

@SaddoJohn I ditched the SKY Q years ago, and on the son's going back about 5 years now, sky BB was fine, when he moved to Vodafone, i had to go setup the mini and his main Q box to all work on Ethernet, wireless would just not play, but at least he got 18 months working that way, when he changed to VM back in sept 2023 it just gave up completely, even though i had tried to keep the sky ssid and password to help, it just would not play nicely at all, so he ditched it all and went fire stick.

If you can not sure were your router is relevant to the main Q, at least if possible ethernet connect the main box and see if it helps, SKY Q mesh is old now, you just may have to try setting up the Pro router in it's compatible mode, and see if the mini Q boxes will play nice on that. Not many out there Pro wise, DO not use myself, still got the EE Smarthub+ but you will have to fight the system 1 step at a time, and if you are finding that the wi-fi 7 is working out good for you, then at least you network is looking fairly good from that point.

You also may just have to look on SKY forum to see if any issues etc are sorted out there, not much on this EE forum for it, but you do seem to have a handle on what you are doing, Compatible mode on the EE Pro maybe the way to go you can only try. Will keep an eye out for you posting anything back. Just remember NEWER EE and older SKY, not apples to apples! 

Link below may help but the Q wireless is both 2.4 and 5Ghz dual band, you can use the My Network to see were they are latching onto and at what frequency with the web interface.

What is Sky Q? Price, Release Dates & Technical Specs | Digital TV

[SaddoJohn]

@JimM11  just wanted to say thanks.for your help on this topic. The Sky Q became really bad losing connectivity multiple times a day and needing the credentials into the main Q box plus re starting and patching in the 4 mini boxes. 

Anyway solution was create a new network on compatible mode, switch on the 5ghz band in that mode. Unplug Sky Q restart with credentials from the new compatible network. Patch in the minis then it's stabilised. The other issue was the energy settings so all the boxes needed these switching off (not Eco).

The other issue here was the app connectivity - for this I needed the customer number and rather than adding my SSID and Password credentials the app needed the credentials from the router.

Result is brilliant fast Wifi7 with a stable Sky Q - anyway thanks.

[JimM11]

@SaddoJohn Glad that you got it all sorted out, bit of faffing about to get it all working the way you needed it, hope that it all stay's working fine, NOTE your FW down somewhere for the EE Pro router, sky won't get many updates now, been out a long while, cannot say the same for the router, it's just too new at present and fixes sometimes make break's for other part's that were working good....👍👌