Sky Q Interfering with Nest Thermostat

[whoami]

I had Sky Q installed this afternoon and all (initially) went well.

However, after the installer left, I noticed that my Nest thermostat's connection to the Heatlink had failed.

After a little experimentation, I determined that Sky Q is causing the issue and causing the Nest controller to drop its connection to the boiler.

Disable wifi on Sky Q and Nest works flawlessly again.

Turn wifi back on for Sky Q and the Nest link drops out.

Has anyone else experienced this and what was the solution?

Sky support has been, somewhat predictably, useless.

[Thats What She Said]

Have you tried rebooting your router? More than 32 devices connected over wifi?

[whoami]

Yes, have rebooted the router a couple of times to no avail.

Not sure exactly how many devices are on wifi but certainly less than 32.

That said, I'm going to check that now you've brought it up.

[legzr1]

Where you an existing Sky customer upgrading to Q?

If so, replace the new router with your old model, wire them up and power on.

It’s solved a lot of issues with Q and Sky mesh causing drop outs with just about anything else with a WiFi connection.

[whoami]

The broadband (and router) weren't changed.

It was a change from Sky HD to Sky Q.

Everything was fine before the change. After they installed Sky Q, not so much.

[rscott]

Change the settings on the Q hub so the 2.4 and 5GHz bands are named differently.

You'll need to re-link the Q boxes afterward, but should then be able to link the Nest to the 2.4GHz band only..

That's helped in a few similar problems..

[whoami]

rscott said:

Change the settings on the Q hub so the 2.4 and 5GHz bands are named differently.

You'll need to re-link the Q boxes afterward, but should then be able to link the Nest to the 2.4GHz band only..

That's helped in a few similar problems..

I'll give that a go, thanks.

[whoami]

rscott said:

Change the settings on the Q hub so the 2.4 and 5GHz bands are named differently.

You'll need to re-link the Q boxes afterward, but should then be able to link the Nest to the 2.4GHz band only..

That's helped in a few similar problems..

I'm not getting very far with this, I'm afraid (and neither are Sky).

Tried switching off the 2.4GHz band on the Sky box, as recommended by Sky.

Still the same problem.

When you suggest renaming the 2.4 and 5GHz bands, I can't see where the option to do this is on the Q box.

Can you advise please?

[rscott]

whoami said:

rscott said:

Change the settings on the Q hub so the 2.4 and 5GHz bands are named differently.

You'll need to re-link the Q boxes afterward, but should then be able to link the Nest to the 2.4GHz band only..

That's helped in a few similar problems..

I'm not getting very far with this, I'm afraid (and neither are Sky).

Tried switching off the 2.4GHz band on the Sky box, as recommended by Sky.

Still the same problem.

When you suggest renaming the 2.4 and 5GHz bands, I can't see where the option to do this is on the Q box.

Can you advise please?

You'd rename them on the Q hub.

[Thats What She Said]

You can find instructions on this thread:

https://helpforum.sky.com/t5/Broadband/Splitting-S...

[whoami]

rscott said:

whoami said:

rscott said:

Change the settings on the Q hub so the 2.4 and 5GHz bands are named differently.

You'll need to re-link the Q boxes afterward, but should then be able to link the Nest to the 2.4GHz band only..

That's helped in a few similar problems..

I'm not getting very far with this, I'm afraid (and neither are Sky).

Tried switching off the 2.4GHz band on the Sky box, as recommended by Sky.

Still the same problem.

When you suggest renaming the 2.4 and 5GHz bands, I can't see where the option to do this is on the Q box.

Can you advise please?

You'd rename them on the Q hub.

Ah, sorry we're talking at cross purposes then.

I don't have Sky broadband, it's from Plusnet.

Sky did get me to disable the 2.4GHz option on the Q box, forcing their box to connect via 5GHz; this failed too.

It only seems to happen when downloading UHD content.

[Thats What She Said]

You'd probably get more useful advice from Nest help rather than Sky.

If it only does it while downloading UHD content, it could be Sky Q is hogging all the bandwidth (maybe).

[whoami]

Thats What She Said said:

You'd probably get more useful advice from Nest help rather than Sky.

If it only does it while downloading UHD content, it could be Sky Q is hogging all the bandwidth (maybe).

Unfortunately, Nest has been pretty poor in trying to help get to the bottom of this.

I agree with the theory that the UHD download might be hogging all the bandwidth. However, you'd think that all (or at least some) of the other wifi connected devices would be impacted too?

It just knocks the Nest off until you stop, or pause, the UHD download. All other devices are fine and still connected, you can still stream Youtube content, use Sonos, Hue systems, etc.

[Thats What She Said]

It sounds like you may need to do a process of elimination then.

I would disconnect all wifi devices, leaving just next connected then try UHD download. If Nest is still throwing a hissy fit with nothing else connected it may be faulty. If it works ok, then I would add a wifi device one by one until it stopped working.

At least then you'd be closer to finding out whats going on.

[whoami]

Thats What She Said said:

It sounds like you may need to do a process of elimination then.

I would disconnect all wifi devices, leaving just next connected then try UHD download. If Nest is still throwing a hissy fit with nothing else connected it may be faulty. If it works ok, then I would add a wifi device one by one until it stopped working.

At least then you'd be closer to finding out whats going on.

Well, it all worked perfectly well until Sky Q was introduced.

Following that, the Nest loses connection every single time a UHD download is in progress. Stop the download and the Nest immediately reconnects.

[red997]

can you limit the download BW to the Q STB from the Plusnet router GUI ?
What is your consistent download speed (speediest.net) ?