topic Re: Sky Q box wont connect to my Trooli router. in Sky Q

Sky Q box wont connect to my Trooli router.

MCS1 — Fri, 26 May 2023 10:29:24 GMT

The Q box has stopped connecting to my wireless router. I have gone through all of the reset solutions, but the problem remains. It picks up the SSID but won’t accept the password. All other devices linked to the router are working perfectly. I have doubled checked that password I am using is correct.
This looks like a common problem with this box. I have had issues in the past with the apps on sky not functioning properly with low or poor streaming (Despite having 300mps download and 100mps upload speeds). Like the people on the many other posts I have seen about this issue I am extremely frustrated with SKY and their customer service. There is literally nobody to speak to and being fobbed off onto forums to resolve problems caused by their bad tech is for me poor! That said can anybody help? Before I am forced to cancel SKY and go with another provider!

Re: Sky Q box wont connect to my Trooli router.

Addie15 — Sat, 27 May 2023 08:18:15 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Q box wont connect to my Trooli router.

Addie15 — Mon, 29 May 2023 08:23:12 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Sky Q box wont connect to my Trooli router.

MCS1 — Mon, 29 May 2023 08:41:39 GMT

Hi the problem persists did a complete factory reset and that didn't work still won't accept password and now I've lost all my recordings

Re: Sky Q box wont connect to my Trooli router.

PandJ2020 — Mon, 29 May 2023 09:04:53 GMT

A factory reset will remove all recordings. (There are other resets that do not)

Is 2.4GHz enabled on your router?

Re: Sky Q box wont connect to my Trooli router.

MCS1 — Mon, 29 May 2023 09:56:55 GMT

Yes. I've literally tried everything but it won't recognise the password which is correct

Re: Sky Q box wont connect to my Trooli router.

PandJ2020 — Mon, 29 May 2023 09:58:43 GMT

@MCS1 wrote:
Yes. I've literally tried everything but it won't recognise the password which is correct

Tried WPS button?

5GHz steering is disabled?

Re: Sky Q box wont connect to my Trooli router.

SJWkent — Tue, 30 May 2023 19:00:59 GMT

I have exactly the same issue with my Skyq box not accepting the password to my trooli router. Only happened very recently and like you have tried everything including a factory reset. At a bit of a loss now!

Re: Sky Q box wont connect to my Trooli router.

Josey170506 — Tue, 30 May 2023 19:08:14 GMT

Having the same issues. Everything in the house is working except for the sky q box and mini box upstairs! This has only been a recent issue not quite sure what has changed but have tried everything now!

Re: Sky Q box wont connect to my Trooli router.

SJWkent — Tue, 30 May 2023 19:15:15 GMT

Well glad there seems to be a common issue rather than just me. If no-one has a solution guess I will have to get a sky engineer out which is a pain and probably a weeks wait at least.

Re: Sky Q box wont connect to my Trooli router.

Josey170506 — Tue, 30 May 2023 19:39:02 GMT

Just spoken to sky and they are sending an engineer to me on Sunday (at their cost I'm not paying for the engineer to come) if I get an answer I will post it here 🙂

Re: Sky Q box wont connect to my Trooli router.

Vinx — Fri, 02 Jun 2023 15:37:22 GMT

I have the same issue, started on the 29th so similar timeframe to everyone else!

Re: Sky Q box wont connect to my Trooli router.

Vinx — Fri, 02 Jun 2023 16:20:38 GMT

It looks like this is a trooli issue. I contacted them and they rolled back a firmware update. SKy Q now fixed!

Re: Sky Q box wont connect to my Trooli router.

Josey170506 — Sun, 04 Jun 2023 10:07:25 GMT

All fixed here too due to the update with Trooli sky boxes won't connect. Have a router connected to the Trooli box now

Re: Sky Q box wont connect to my Trooli router.

SJWkent — Sun, 04 Jun 2023 10:36:43 GMT

@Josey170506 wrote:
All fixed here too due to the update with Trooli sky boxes won't connect. Have a router connected to the Trooli box now

Thanks for the update.

Re: Sky Q box wont connect to my Trooli router.

Dazzydaz — Sat, 21 Dec 2024 17:21:55 GMT

Well I had this issue with SkyQ keeping on dropping out on my Trooli router and found the Sky hidden network menu on my skyQ was set to 5Ghz 80 Wide on channel 36 when I checked the trooli router it does not support 80 wide so drop the setting to 40 wide on sky box and for the last week and it seems to connect every time now

may help someone