SkyQ connection issues when using eero

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Most customers with eero and Sky Q enjoy interruption free service. However, some customers with one or more Sky Q mini boxes (also known as Sky Q Multiscreen) have reported a loss of connection with the below error message displayed on screen. We're working with eero on a permanent fix, but in the meantime if you experience this issue check out our below tips to get you back online.

It looks like you do not have an internet connection right now.
If you’re already set-up we’ll keep trying to connect.

Getting them back online

The quickest way to reset your Sky Q's internet connection is to power cycle all your Sky Q boxes. Try turning each of them off and back on again at the power socket. Using the remote control to turn them off doesn't have the same effect. It should take about 2 minutes to fully start up and connect. We'd recommend you do not reset the network settings of your Sky Q equipment unless your attempts to turn the boxes off and on again hasn't worked. Customers have found the above will restore service in most cases. If you're still experiencing connectivity issues, try making the following changes to your setup:

Disable Eco Mode

This prevents your Sky Q boxes from going to sleep and helps to maintain a stable connection:

Select the Home button on your Sky Q remote
Navigate to the Settings menu
Select Preferences
Set Standby mode to None

Disable 2.4Ghz WiFi on mini boxes

This forces your Sky Q mini boxes to connect using the 5GHz WiFi band which can help maintain a stable connection.

Select the Home button on your Sky Q remote
Navigate to the Settings menu. Don't press select yet!
Using the numbers on the remote enter "001" then Select to display the engineer menu
From the Networks tab select 2.4GHz Wireless and change to off
Note: Don't edit any other settings in this menu
Select the Back or Home button on your remote to exit this menu

Use ethernet on your main box

Connecting your main Sky Q box to your eero device via an ethernet cable will ensure a stable connection for all Sky Q devices. If the eero is too far away for the supplied Ethernet cable to reach, you could buy a longer Cat-5e or Cat-6 Ethernet cable to cover the required distance (check out 'Replacing the Ethernet cable' in our article Using eero's advanced features to find out more). Whilst we appreciate this may not be the most convenient, it's proven to be the most effective solution to this issue.