topic Re: I have lost everything but 'TV Guide' in Sky Q

I have lost everything but 'TV Guide'

Fenners887 — Wed, 31 May 2023 14:23:20 GMT

I have a full Sky Q package, TV, Movies, Sports etc. All of a sudden today, all I can access is 'TV Guide' and all the channels available via 'TV Guide'. When I try and access 'Home', 'Catch Up TV', 'On Demand', 'Sky Cinema', 'Sky Store', 'Sport', 'Audio and Music', 'Apps' or 'My Sky'. I get directed to 'SETTINGS' - 'STATUS' - 'NETWORK CONNECTION' and the following message appears 'There is a problem with your network connection. To check your settings, select 'NETWORK SETUP'.

This takes me to 'CONNECT TO SKY BROADBAND WIFI' - 'SEARCHING'. 'To complete the connection press and hold the WPS (symbol) button on your broadband router' - 'Select this option if you have a Sky Broadband router' (which we obviously do). This message then appears - 'It looks like you do not have internet connection right now. If you're already set up we'll keep trying to connect. If you have changed your internet password or router, you need to reconnect to your network. Go to SETTINGS and check your NETWORK CONNECTION STATUS to reset'.

I followed these instructions to the letter several times, but it reverts to the above status/message. All four lights on my Sky broadband router are green, we have no internet problems and as mentioned, all channels under 'TV Guide' are working fine, so we're obviously connected, just not for the channels mentioned. I have not changed our internet password or router. Our account is fully up to date payment wise. It's impossible to speak over the phone to a human (which is very frustrating) and I am hoping someone will be able to assist me.

Many thanks in advance... Paul

Re: I have lost everything but 'TV Guide'

Deedee36 — Wed, 31 May 2023 14:52:32 GMT

@Fenners887 Have you tried a reboot of your equipment ie q box and router if not power both down and remove plug for a few minutes power the router on first and when all lights come back on power up your q box

Re: I have lost everything but 'TV Guide'

Fenners887 — Wed, 31 May 2023 16:15:00 GMT

Hi... I gave that a try and once re-booted, it has reverted to exactly how it was before... Internet fine (so the broadband router is working) All TV shows and channels under 'TV Guide' accessible, but cannot access 'Home', 'Catch Up TV', 'On Demand', 'Sky Cinema', 'Sky Store', 'Sport', 'Audio and Music', 'Apps' or 'My Sky' and I just get directed to 'SETTINGS' - 'STATUS' - 'NETWORK CONNECTION' and the following message appears 'There is a problem with your network connection. To check your settings, select 'NETWORK SETUP'.

Thanks anyway... Back to the drawing board... Paul