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cfcdan_94's avatar
cfcdan_94
Just joined
10 hours ago

Brand new customer issues with maintaining a connection between Hub5 and Sky Q box

I've had my M350 hub 5 router for just over a week and all devices connect to it ok, except for my Sky Q box brought from a previous address.

I've spent the last few days trying all sorts of things based upon forums such as changing the DNS server to 1.1.1.1, connecting it to a guest network, resetting the router and the Sky box multiple times each, but have found nothing seems to stop the issues with the Sky box connecting to the router but not connecting to the Internet. The location of the Sky Q box to the router means I can't have an ethernet connection and it has to be over WiFi.

I reached out to Virgin Media on Twitter and they advised the 1.1.1.1 change and then to come to this forum. I can't tell if it is a Virgin problem or a Sky problem if all other devices connect OK. 

At time of writing I have come home from work tonight to find the TV connection suddenly working after a week, with on demand programs downloading, but I don't have high hopes of it staying this way.

Do I need to just be patient and hope now that the 2 devices are working after a week of teething issues or is there anything else I should try? 

Many thanks.

Dan

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 hours ago

    Maybe just a Wifi issue?  For a test, borrow or buy a long ethernet cable and see if that is stable.  If so, consider Powerline adapters.  These will allow a wired connection via the mains sockets.  However a proper wired connection is the always best.

    • cfcdan_94's avatar
      cfcdan_94
      Just joined
      8 hours ago

      Thanks! I'll see how I get on in the next few days. The main reason I wanted to avoid a wired connection is because to get from the router to the TV box it needs to pass a doorway which would mean hard-wiring everything around the doorway. Powerline adapters were not something I was initially aware of and might be a shout for this reason if I still have issues long term.  

  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 hours ago

    Hi Dan,

    The Sky Q box usually has a better connection and doesn't drop out as much if you can connect it to the 2.4Ghz band on the hub 5.  The hub 5 has Smart WiFi automatically enabled out of the box and uses the same SSID name for both the 2.4 and 5Ghz bands. 

    If you aren't using VM's WiFi pods then I suggest using separating the  2.4Ghz and 5Ghz bands by going into  Advanced Settings > Wireless > Security

    Then amend the name of the 2.4Ghz band - so it changes from something like VM123456 to VM123456784   that way you can differentiate between both bands and ensure that the Sky Q connects to the 2.4Ghz band.  Then scroll to the bottom of the page and click on Apply Changes

    I also advise going into Advanced Settings >  Wireless > Wireless Signal and under the Smart WiFi section click on Disable Channel Optimization (this will prevent the hub automatically combining both SSID's into one again)

    You would also be better changing the 2.4Ghz Channel from Auto to Manual and try channels 1, 6 and 11 to see which provides the best connection.  Once you've done all that scroll to the bottom of the page and click on Apply Changes

    I also suggest that if you have been using VM's Connect app that  you uninstall it.  If you don't then the app will over ride your  SSID settings and rename them so it appears  that the two bands are no longer separated and your Sky Q may start losing connection again.