Deco M4 Drops network connection when using certain Sky TV Apps

Deco M4 Drops network connection when using certain Sky TV Apps

Deco M4 Drops network connection when using certain Sky TV Apps
Deco M4 Drops network connection when using certain Sky TV Apps
2025-01-02 19:09:33
Model: Deco M4  
Hardware Version:
Firmware Version: 1.6.2 Build 20240308 rel. 558.41

Setup
Main Deco unit is connected to ISP modem, this main unt also has a four port switch connected. There are two further M4 units one connected by cable via the switch connected to the main unit and the other via wireless backhaul.

The switch also has the Sky TV box, alarm system and TV connected.

 

The issue
The units lock up, all units have a solid ref light.  Power cycling the main unit brings the main unit and wireless connected M4 back online, with the cable connected M4 needing a seperate power cycle.

These lock ups only occur while streaming Prime Video and Disney apps via the Sky TV box.  

The connection while not using these apps through the Sky Box is solid.  Watching any streaming services via tablets or mobile devices connected to the network is again solid.

Having read some previous threads I have tried disconnecting the Ethernet cable from the main M4 back to the ISP modem but that doesn't rectify the issue.

There is also mention of putting debug software onto the units, however I don't know how to do that.

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Re:Deco M4 Drops network connection when using certain Sky TV Apps
2025-01-03 06:33:15 - last edited 3 weeks ago

  @PhoneyHornet 

 

Hi, welcome to our community.

May I know the model of your switch?

If you connect the Sky TV box to one satellite Deco via Ethernet cable, does the same issue remains?

You may change DNS into 8.8.8.8/8.8.4.4 following to the guide.

And this guide is for your reference: General questions about Ethernet Backhaul feature on your Deco

To assist and figure it out efficiently, we recommend submitting a support ticket via email. Please include your Forum ID, community nickname, a detailed description of the issue, and the troubleshooting steps you’ve taken in the subject line or body of your email. Thank you.

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Re:Deco M4 Drops network connection when using certain Sky TV Apps
3 weeks ago

  @PhoneyHornet 

 

Hi, we have received your created ticket and escalated your case to the engineering team for further analysis.

Welcome to share the solution here if the problem is resolved.

Thank you and best regards.

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