topic Re: My Sky Q box will not connect to my strong Wifi channel in Sky Q

My Sky Q box will not connect to my strong Wifi channel

BarbaraHan — Thu, 03 Aug 2023 21:16:52 GMT

Our wifi signal in the living room was weak until we boosted it with a Google nest wifi router. However the sky Q box will not connect to this, although the TV and all other devices connect easily. We can only connect the Sky Q to the old weak signal which drops out every few seconds. Watching TV has been ok but the voice conrol on the remote will only work intermittently. We have had a new remote and sky Q box with no improvement. any suggestions welcome, all the usual unplugging/replugging of all devices concerned, and pressing the WPS button have been done.

Re: My Sky Q box will not connect to my strong Wifi channel

Lisa-P1987 — Fri, 04 Aug 2023 12:32:58 GMT

Hi there @BarbaraHan , 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: My Sky Q box will not connect to my strong Wifi channel

ELF+SKY — Fri, 04 Aug 2023 14:00:23 GMT

We have a similar problem. We have a new super fast Virgin Media broadband and all our other

devices connect automatically except for SkyTV. The Q box keeps disconnecting when we choose an app like Netflix or YouTube. We have to log into the wifi and enter password every time. We have been in touch with internet provider and signal

isnfine. We tried usual unplugging etc. to no avail. We need tech team support now to visit us. Please advise. Tried calling and the wait is an hour long.

Re: My Sky Q box will not connect to my strong Wifi channel

Lisa-P1987 — Mon, 07 Aug 2023 09:39:12 GMT

Thanks for chatting to us @BarbaraHan . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: My Sky Q box will not connect to my strong Wifi channel

BarbaraHan — Mon, 07 Aug 2023 12:14:22 GMT

Hi Lisa I did reply straight away but didn't see any response. Can we try again?

Re: My Sky Q box will not connect to my strong Wifi channel

GD1 — Mon, 07 Aug 2023 12:44:47 GMT

@BarbaraHan I've re-escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: My Sky Q box will not connect to my strong Wifi channel

Lisa-P1987 — Mon, 07 Aug 2023 12:48:14 GMT

Thanks for escalating this. We’ve sent @BarbaraHan an invite to chat.

Re: My Sky Q box will not connect to my strong Wifi channel

BarbaraHan — Mon, 07 Aug 2023 12:51:22 GMT

OK I have unticked "hide IP address" but don't see any blue bubble, can I just reply like this?

Re: My Sky Q box will not connect to my strong Wifi channel

ELF+SKY — Mon, 07 Aug 2023 13:13:17 GMT

I called Tech team and it turns out we had too many saved programmes. We deleted most so this allowed more Gb of space and all is well. Except sometimes halfway through a show on an app, it starts to buffer and we need to go back and forth to get reconnected. The interruption is frustrating to say the least. Can you help?

Re: My Sky Q box will not connect to my strong Wifi channel

BarbaraHan — Thu, 10 Aug 2023 13:42:05 GMT

It may be the google mesh wifi is the problem, but our unboosted wifi is too weak to stay connected. Is anyone else using a google nest mesh with Sky? Is it working?

Re: My Sky Q box will not connect to my strong Wifi channel

Addie15 — Sat, 12 Aug 2023 15:57:51 GMT

Update-We are closing this session 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: My Sky Q box will not connect to my strong Wifi channel

ELF+SKY — Tue, 15 Aug 2023 20:07:56 GMT

We cannot watch movies on Apple TV or Netflix or other apps without constant interruption when the 'spinning wheel of death' appears and programme freezes for several minutes. We need to go forward and backward to get it up and running again. The interruptions are very frustrating to say the least. WE spoke with our broadband internet provider and they say our signal is good and all other devices and computers work fine. They think its a fault on our SKY box. Can you help?