Plume have received reports from users stating that they are having issues when using Sky Q box (Model ES140) and Sky Mini Boxes (Model EM150).
Symptoms
The Symptoms are Disconnections, not waking up from sleep mode and having to reconfigure network settings on the Sky devices every time after it disconnects from the Plume network.
How to setup your Sky devices with Plume wired or wireless network
After extensive testing we have come with a supported configuration of the Sky Q Box and Sky Q Mini Box in your Plume network. The proposed steps were found internally including users feedback as the best option to use both in order to get the best experience to avoid disconnection issues:
- You will have to use a wired (Ethernet cable) or 2.4 GHz band wireless connection from the Sky Q Box to any pod in the Plume network, and set up your Sky Q Box as MASTER HUB (having direct backhaul access to the Internet via Plume pod) of your Sky network.
- Next step is to connect Sky Q Mini Boxes by using the WPS pairing button in order to keep them working on the Sky mesh wireless network. Do not use wired or 2.4 GHz wireless connection on Sky Q Mini Boxes or Sky Boosters (Sky WiFi extenders). Such mode of operation can be used only when a Sky Q Mini Box is used as a standalone Set-Top-Box (STB) node connected to the Plume network. It is also not recommended to use both, wired and 2.4 GHz wireless connection at the same time on your Sky Q Box or other Sky devices at your disposal. Use only one as primarily access connection, and in case you need to switch from one backhaul to the other, the change must be done via Sky device with the remote control following the screen menu to reset network settings.
- Additional step recommendation is to review the standby mode setup on all Sky devices in your network as in some cases it can happen that they will go into a sleep mode and even fail to reconnect back to a network after the automatic switch back-on to running mode in the morning. We propose to disable the standby mode altogether on all Sky devices.
- Additional help with a Sky screen menu accessed by a remoter control can be found on the following link: https://www.sky.com/help/diagnostics/sky-q-permanent-connectivity/third-party-powerline
Note: Whenever you change the Internet upstream device e.g. Plume gateway pod or re-connect it to a different 3rd party broadband router it is required to reset network settings on the Sky devices (e.g. Sky Q Box, Sky Q Mini Box or a Sky booster). The same procedure that requires reset of the network settings on the Sky device must be also followed if you decide to switch between Ethernet backhaul or WiFi backhaul.