by
Contributor

Problems with sky q broadband connectivity

Hi I have sky Q and EE fibre max. Over the last week or so my Sky Q has been popping up with broadband connectivity messages and not downloading on line contect straight away.

 

I'm connected to the bright box 2 router/modem and use my netgear as a ap bridge.

 

The sky engineer come out yesterday piut a new box in and still experince problems so I am at a loss.

 

I dont seem to be having any other probelms with my other devices rebroadband and status as follows

 

Status
 
Configured
Current
Line Status
--
UP
Link Type
--
Fast Path
Operation Mode
Automatic
G.993.2 (VDSL2)
Data Rate Information
Upstream
19999 (Kbps)
Downstream
61232 (Kbps)
Defect/Failure Indication
Operation Data
Upstream
Downstream
Noise Margin
15.3 (dB)
6.4 (dB)
Line Attenuation
0.0 (dB)
15.3 (dB)

Indicator Name
Near End Indicator
Far End Indicator
Output Power
6.6 (dBm)
14.1 (dBm)
Fast Path FEC Correction
345
168
Interleaved Path FEC Correction
--
--
Fast Path CRC Error
0
0
Interleaved Path CRC Error
--
--
Loss of Signal Defect
0
0
Fast Path HEC Error STR
0
0
Interleaved Path HEC Error
--
--
Error Seconds
0
21
Statistics
Received Data
5207214 (Kbits)
Transmitted Data
16012111 (K

1 SOLUTION

Accepted Solutions
by
Investigator
Solution
Accepted by XRaySpeX (Grand Master)
‎13-05-2017 01:35 AM

Re: Problems with sky q broadband connectivity

Solved.  Input google public dns addresses into router and this seems to have fixed the problems we've been having with sky Q.  Finally!   

22 REPLIES
by
EE Community Support Team

Re: Problems with sky q broadband connectivity

Hi @Russo109,

 

Welcome to the EE Community.

 

Have you tested with just your Bright Box connected to see if it's the access point causing the issue?

 

Thanks

 

James

by
Contributor

Re: Problems with sky q broadband connectivity

yes I have and still experince the same problem

by
EE Community Support Team

Re: Problems with sky q broadband connectivity

Hi @Russo109,

 

I would get back in touch with Sky and let them know that you are still experiencing the same issue.

 

As you are not having any problems with other devices, it would indicate an issue the the TV box itself.

 

Please let us know if you are able to find a solution.

 

Thanks

 

James

by
Contributor

Re: Problems with sky q broadband connectivity

[ Edited ]

Thanks James_B please can you cofirm if I was experiencing disconnections it would show in my log (as I know sky will send me back to yourselves)?

 

Hers the log for the last 24 hours - I restarted the router at 9:21 but other than that it seems quite stable to me

 

13:08:37, 18 Apr. admin login success from 192.168.1.224
13:07:03, 18 Apr. Device connected: 192.168.1.224, 38:2c:4a:bd:c5:c6, russo109, lease time is 172800 seconds
13:00:42, 18 Apr. Device connected: 192.168.1.13, 00:a0:de:dc:24:5d, Unknown Device, lease time is 172800 seconds
12:59:37, 18 Apr. Device connected: 192.168.1.224, 38:2c:4a:bd:c5:c6, russo109, lease time is 172800 seconds
12:23:29, 18 Apr. Time is synced to NTP server
12:09:13, 18 Apr. Device connected: 192.168.1.250, b0:7f:b9:85:95:7f, EX6150, lease time is 172800 seconds
12:04:17, 18 Apr. admin timeout from 192.168.1.224
11:53:50, 18 Apr. admin login success from 192.168.1.224
11:50:12, 18 Apr. Device connected: 192.168.1.224, 38:2c:4a:bd:c5:c6, russo109, lease time is 172800 seconds
11:40:33, 18 Apr. Device connected: 192.168.1.233, e4:f4:c6:04:d9:05, R7000, lease time is 172800 seconds
11:23:02, 18 Apr. Time is synced to NTP server
10:45:58, 18 Apr. Device connected: 192.168.1.4, 44:65:0d:de:73:ec, kindle-71f1b4177, lease time is 172800 seconds
10:22:46, 18 Apr. Time is synced to NTP server
10:06:13, 18 Apr. Device connected: 192.168.1.224, 38:2c:4a:bd:c5:c6, russo109, lease time is 172800 seconds
09:32:46, 18 Apr. admin timeout from 192.168.1.224
09:22:30, 18 Apr. Time is synced to NTP server
09:22:05, 18 Apr. PPP connection up (FIBRE)
09:22:05, 18 Apr. PPP: IPCP up
09:22:04, 18 Apr. PPP: CHAP authentication succeeded
09:22:04, 18 Apr. PPP: LCP up
09:22:03, 18 Apr. PPP: Received PADS
09:22:03, 18 Apr. PPP: Sending PADR
09:22:03, 18 Apr. PPP: Received PADO
09:22:03, 18 Apr. PPP: Sending PADI
09:22:03, 18 Apr. PPP: Starting PPP daemon
09:22:01, 18 Apr. WAN link up (FIBRE)
09:22:00, 18 Apr. WAN link down (FIBRE)
09:21:59, 18 Apr. PPP connection down (FIBRE)
09:21:49, 18 Apr. PPP: Stopped PPP daemon(0,1,5)
09:21:48, 18 Apr. PPP: IPCP down
09:21:48, 18 Apr. PPP: LCP down
09:21:28, 18 Apr. Time is synced to NTP server
09:21:20, 18 Apr. admin login success from 192.168.1.224
09:21:14, 18 Apr. PPP connection up (FIBRE)
09:21:13, 18 Apr. PPP: IPCP up
09:21:13, 18 Apr. PPP: CHAP authentication succeeded
09:21:07, 18 Apr. PPP: LCP up
09:21:07, 18 Apr. PPP: Received PADS
09:21:06, 18 Apr. PPP: Sending PADR
09:21:06, 18 Apr. PPP: Received PADO
09:21:06, 18 Apr. PPP: Sending PADI
09:21:01, 18 Apr. PPP: Sending PADI
09:20:56, 18 Apr. PPP: Sending PADI
09:20:51, 18 Apr. PPP: Sending PADI
09:20:46, 18 Apr. PPP: Sending PADI
09:20:41, 18 Apr. PPP: Sending PADI
09:20:41, 18 Apr. PPP: Starting PPP daemon
09:20:40, 18 Apr. WAN link up (FIBRE)
09:20:37, 18 Apr. Device connected: 192.168.1.199, 80:7a:bf:3c:c0:b6, android-dba3562e1bdf61dc, lease time is 172800 seconds
09:20:32, 18 Apr. System up, firmware version: v0.03.06.0001-OT (Mon Dec 5 15:19:29 2016)
09:19:52, 18 Apr. System start
09:01:48, 18 Apr. admin login success from 192.168.1.224
08:47:34, 18 Apr. Device connected: 192.168.1.224, 38:2c:4a:bd:c5:c6, russo109, lease time is 172800 seconds
08:45:19, 18 Apr. Device connected: 192.168.1.199, 80:7a:bf:3c:c0:b6, android-dba3562e1bdf61dc, lease time is 172800 seconds
08:42:30, 18 Apr. Time is synced to NTP server
08:07:55, 18 Apr. Possible DoS attack detected from 94.102.59.174
07:42:14, 18 Apr. Time is synced to NTP server
07:40:33, 18 Apr. Device connected: 192.168.1.2, a0:02:dc:45:96:03, kindle-eec2ba406, lease time is 172800 seconds
06:46:55, 18 Apr. Possible DoS attack detected from 184.105.139.113
06:41:57, 18 Apr. Time is synced to NTP server
05:47:04, 18 Apr. Device connected: 192.168.1.12, 78:3e:53:9e:eb:62, Unknown Device, lease time is 172800 seconds
05:46:57, 18 Apr. Device connected: 192.168.1.128, 0c:f9:c0:2d:dc:02, Unknown Device, lease time is 172800 seconds
05:46:54, 18 Apr. Device connected: 192.168.1.210, 78:3e:53:a1:0e:aa, Unknown Device, lease time is 172800 seconds
05:41:41, 18 Apr. Time is synced to NTP server
04:41:25, 18 Apr. Time is synced to NTP server
03:41:09, 18 Apr. Time is synced to NTP server
02:45:08, 18 Apr. DHCP lease issued: 192.168.1.26, 0c:f9:c0:2d:dc:02, Unknown Device, lease duration is 16591 seconds
02:45:06, 18 Apr. DHCP lease issued: 192.168.1.210, 78:3e:53:a1:0e:aa, Unknown Device, lease duration is 16376 seconds
02:45:05, 18 Apr. DHCP lease issued: 192.168.1.12, 78:3e:53:9e:eb:62, Unknown Device, lease duration is 22095 seconds
02:40:53, 18 Apr. Time is synced to NTP server
01:40:36, 18 Apr. Time is synced to NTP server
00:40:20, 18 Apr. Time is synced to NTP server
23:40:04, 17 Apr. Time is synced to NTP server
23:04:08, 17 Apr. Device connected: 192.168.1.235, 50:85:69:01:cd:6d, Unknown Device, lease time is 172800 seconds
22:39:48, 17 Apr. Time is synced to NTP server
22:39:23, 17 Apr. Device connected: 192.168.1.6, 00:1b:67:18:28:f4, Unknown Device, lease time is 172800 seconds
22:36:59, 17 Apr. Device connected: 192.168.1.24, 14:bb:6e:fd:be:d0, Unknown Device, lease time is 172800 seconds
22:12:08, 17 Apr. Device connected: 192.168.1.210, 78:3e:53:a1:0e:aa, Unknown Device, lease time is 172800 seconds
22:08:35, 17 Apr. Device connected: 192.168.1.26, 0c:f9:c0:2d:dc:02, Unknown Device, lease time is 172800 seconds
22:07:42, 17 Apr. Device connected: 192.168.1.2, a0:02:dc:45:96:03, kindle-eec2ba406, lease time is 172800 seconds
21:39:32, 17 Apr. Time is synced to NTP server
20:49:42, 17 Apr. Device connected: 192.168.1.224, 38:2c:4a:bd:c5:c6, russo109, lease time is 172800 seconds
20:46:41, 17 Apr. Device connected: 192.168.1.199, 80:7a:bf:3c:c0:b6, android-dba3562e1bdf61dc, lease time is 172800 seconds
20:45:26, 17 Apr. Possible DoS attack detected from 185.94.111.1
20:39:15, 17 Apr. Time is synced to NTP server
20:36:47, 17 Apr. Device connected: 192.168.1.12, 78:3e:53:9e:eb:62, Unknown Device, lease time is 172800 seconds
20:09:25, 17 Apr. Device connected: 192.168.1.11, 1c:e1:92:32:6c:62, android-d3928c3952c3acbb, lease time is 172800 seconds
19:50:49, 17 Apr. Device connected: 192.168.1.199, 80:7a:bf:3c:c0:b6, android-dba3562e1bdf61dc, lease time is 172800 seconds
19:40:38, 17 Apr. Device connected: 192.168.1.199, 80:7a:bf:3c:c0:b6, android-dba3562e1bdf61dc, lease time is 172800 seconds
19:38:59, 17 Apr. Time is synced to NTP server
19:37:23, 17 Apr. Device connected: 192.168.1.224, 38:2c:4a:bd:c5:c6, russo109, lease time is 172800 seconds
19:17:30, 17 Apr. Device connected: 192.168.1.235, 50:85:69:01:cd:6d, Unknown Device, lease time is 172800 seconds
19:14:03, 17 Apr. Device connected: 192.168.1.213, 74:75:48:44:93:cf, Unknown Device, lease time is 172800 seconds
19:09:01, 17 Apr. Device connected: 192.168.1.199, 80:7a:bf:3c:c0:b6, android-dba3562e1bdf61dc, lease time is 172800 seconds
18:38:33, 17 Apr. Time is synced to NTP server
18:25:05, 17 Apr. Device connected: 192.168.1.138, c4:36:6c:1b:16:2a, Unknown Device, lease time is 172800 seconds
18:25:04, 17 Apr. Device connected: 192.168.1.138, c4:36:6c:1b:16:2a, Unknown Device, lease time is 172800 seconds
18:07:27, 17 Apr. Device connected: 192.168.1.2, a0:02:dc:45:96:03, kindle-eec2ba406, lease time is 172800 seconds
17:38:17, 17 Apr. Time is synced to NTP server
17:12:01, 17 Apr. Device connected: 192.168.1.235, 50:85:69:01:cd:6d, Unknown Device, lease time is 172800 seconds
16:38:00, 17 Apr. Time is synced to NTP server

by
Grand Master

Re: Problems with sky q broadband connectivity

Discons will show in the System Log but the easiest way is to look in the DSL Status for:

Loss of Signal Defect       n>0         0 
__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by
Contributor

Re: Problems with sky q broadband connectivity

Just an update on my problems with Sky Q. I've still been having problems with Sky Q and looked like I've found a temporary solution from the Sky Q forum. I've changed the bright box 2 router DNS settings to google DNS and haypresto Sky Q back to working normal. The various posters think there's an code error in the latest Sky Q firmware which ma block certain broadband providers IP address.
by
EE Community Support Team

Re: Problems with sky q broadband connectivity

spot_prize_alert (1).png

 

 Hi @Russo109,

 

Thanks for coming back to the community to share your solution.

 

Because I loved the great information you posted today, I’d love to treat you to dinner on us.

 

I’m going to private message you – please reply to that message with your address details so that I can pop a restaurant voucher in the post. 

 

Keep up the great work – it’s the people here who make this community a great place to be – and enjoy your meal out!

 

James

by
Investigator

Re: Problems with sky q broadband connectivity

Please note - I'm not a techie and I'm having the dreaded 'broadband connection' issue with Sky Q.  The latest software update has not fixed it.  Nor has installing a new brightbox router.  Can you explain more fully what you mean by your post?   If I go into advanced router settings / broadband settings / DNS IP Address - it's set to obtain from ISP.  Should I change this? 

by
EE Community Support Team

Re: Problems with sky q broadband connectivity

[ Edited ]

Hi @ncdw,

 

Welcome to the EE Community.

 

If you are not familiar with the advanced settings in your router, I wouldn't recommend attempting to make any changes.

 

These settings should only be used by users with a good understanding of the technology.

 

I would get back in touch with your TV provider and push for a more permanent solution.

 

Thanks

 

James

by
Investigator

Re: Problems with sky q broadband connectivity

Not a techie, but not a dunce either.  I've been trying to resolve issues with EE Fibre Broadband and Sky Q for several weeks.  Having established that everything has been done at Sky's end to resolve this issue at their end given the current state of the software, I'm now trying to look at resolution from the EE end.  I'm reasonably familiar with making changes to the DNS settings in order to resolve previous issues with other hardware.  I'm not sure though, from @Russo109's description what he did.  Pushing for a 'more permanent' solution from Sky sounds like bashing my head against a brick wall.

by
EE Community Support Team

Re: Problems with sky q broadband connectivity

Hi @ncdw,

 

Sorry if I underestimated your technical knowledge, I hope my reply didn't come across as patronising.

 

I would hate for you encounter any additional issues after modifying your settings.

 

In answer to your original question, yes, you would need to change 'DNS IP address' from 'obtain from ISP' to manual.

 

Once you have changed this setting, it should allow you to manually enter a primary and secondary DNS server address.

 

Hope this helps.

 

James

by
Investigator
Solution
Accepted by XRaySpeX (Grand Master)
‎13-05-2017 01:35 AM

Re: Problems with sky q broadband connectivity

Solved.  Input google public dns addresses into router and this seems to have fixed the problems we've been having with sky Q.  Finally!   

by
Grand Master

Re: Problems with sky q broadband connectivity


ncdw wrote:

If I go into advanced router settings / broadband settings / DNS IP Address - it's set to obtain from ISP.  Should I change this? 


Yes, change it to Manual. Try switching to a public DNS:

Open DNS  :	208.67.222.222 & 208.67.220.220
Google DNS:	8.8.8.8 & 8.8.4.4 
Norton DNS:	198.153.192.40 & 198.153.194.40

 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by
EE Community Support Team

Re: Problems with sky q broadband connectivity

Great news @ncdw Smiley Happy

 

Thanks for the update.

 

James

by
New Member

Re: Problems with sky q broadband connectivity

I've been having exactly the same issues since Sky Q was installed a couple of months ago (tiles all blank in menus and unable to download programnes). Just reconfigured my EE Brightbox 2 router with the Google DNS as suggested and all is now working perfectly. Thank you so much, great info!!👍👍

Now why couldn't Sky come up with a solution??

by
EE Community Support Team

Re: Problems with sky q broadband connectivity

Hi @mayner001 and welcome to the Community.

 

Glad you found the answer you needed to assist.

 

Many thanks,

 

Lee

Highlighted
by
Grand Master

Re: Problems with sky q broadband connectivity

@mayner001: You're welcome Smiley Happy! Glad I could be of assistance.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by
Contributor

Re: Problems with sky q broadband connectivity

Initially I did the same fix and set the DNS in the router and problem fixed last week. However this did cause problems with my amazon stick - geographical region not recognised - using google DNS at the router affects all devices and may affect streaming devices due to the IP address being used not being recognised as the UK.

 

I reset the router to auto and then changed the DNS setting in the sky Q box network settings to 8888 - Amazon stick now works after they rest it it for me - just something to be wary of!

 

Sky Q been faultless since!

by
Grand Master

Re: Problems with sky q broadband connectivity

DNS does not affect the IP being used, which is allocated by EE to router upon connection.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
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