topic Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini in Sky Q

I have installed new fibre broadband and now I can't get an internet connection on my skyq mini boxe

BrucieC — Fri, 25 Aug 2023 17:10:31 GMT

I recently changed broadband supplier to a fibre operator. The broadband works fine on all my devices including my skyQ box however neither f my 2 mini boxes has an internet connection to the main box. All the help programmes say use the handset to go to Home, etc, etc but without internet the handset doesnt work! Ive tried rebooting, refreshing and resetting with no result. can anyone help? Obviously Sky are impossible tocontact to discuss even by using their chat device. Help

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

nigea99 — Fri, 25 Aug 2023 17:20:42 GMT

@BrucieC wrote:

I recently changed broadband supplier to a fibre operator. The broadband works fine on all my devices including my skyQ box however neither f my 2 mini boxes has an internet connection to the main box. All the help programmes say use the handset to go to Home, etc, etc but without internet the handset doesnt work! Ive tried rebooting, refreshing and resetting with no result. can anyone help? Obviously Sky are impossible tocontact to discuss even by using their chat device. Help

hi @BrucieC

The remote does not rely on the internet to work so you must have a different problem.

Try resetting the Remote by pressing & holding 7 & 9 together until the red led above the SKY logo button flashes 4 times

Once it is reset it works in IR mode and at that point & until it is paired needs direct line of sight of the SKY Q box..

Was your broadband SKy or a different supplier ?

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

oldfella — Fri, 25 Aug 2023 17:21:02 GMT

@BrucieC wrote:

I recently changed broadband supplier to a fibre operator. The broadband works fine on all my devices including my skyQ box however neither f my 2 mini boxes has an internet connection to the main box. All the help programmes say use the handset to go to Home, etc, etc but without internet the handset doesnt work! Ive tried rebooting, refreshing and resetting with no result. can anyone help? Obviously Sky are impossible tocontact to discuss even by using their chat device. Help

Hi @BrucieC

Exactly what happens when you reboot your Mini box as follows:-

To reboot press Standby on your mini remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

BrucieC — Fri, 25 Aug 2023 17:34:13 GMT

Hi OldFella, Thanks for the response which unfortunately seems to have dissapeared when I went to respond!

My problem with what you say is that the minibox remote does not connect to the minibox. Pushing the on/off button which is also the standbye button has no effect, I think that this is because there is no internet there. (I have replaced the batteries with new ones!)

I have tried resetting everything on the main SKYQ box but this has no effect on the mini box. In fact on System status it says that the mini boxes are connected.

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

oldfella — Fri, 25 Aug 2023 17:42:28 GMT

@BrucieC wrote:

Hi OldFella, Thanks for the response which unfortunately seems to have dissapeared when I went to respond!

My problem with what you say is that the minibox remote does not connect to the minibox. Pushing the on/off button which is also the standbye button has no effect, I think that this is because there is no internet there. (I have replaced the batteries with new ones!)

I have tried resetting everything on the main SKYQ box but this has no effect on the mini box. In fact on System status it says that the mini boxes are connected.

Hi @BrucieC

Not sure that you are pressing the Standby button on the mini box (not on the remote).

The Amber/Green led on the front right of the mini is the box standby button.

Have your tried pressing the Amber led on the mini (about one minute after the led turns Amber after the reboot)?

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

BrucieC — Fri, 25 Aug 2023 17:55:11 GMT

pressing 7&9 worked! I'm now just waiting for the blue screen, OK got it! now waiting for it to connect. Oh no! Message saying no internet connection - going to try your other suggestion if I can find it - for some reason the last message doesn't follow the reply

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

BrucieC — Fri, 25 Aug 2023 18:08:12 GMT

Hi OldFella, It all seemed to be working - I switched the unit off, waited 30 seconds, completed 3 questions on the screen saying that this was a new broadband and now I have been waiting for 4 minutes while the minibox is resetting your network connection.

Previously I was with sky broadband

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

oldfella — Fri, 25 Aug 2023 18:10:36 GMT

@BrucieC wrote:

Hi OldFella, It all seemed to be working - I switched the unit off, waited 30 seconds, completed 3 questions on the screen saying that this was a new broadband and now I have been waiting for 4 minutes while the minibox is resetting your network connection.

Previously I was with sky broadband

Hi @BrucieC

Any chance you can try the reboot again with the mini (and TV) nearer to the main Q box?

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

BrucieC — Fri, 25 Aug 2023 18:10:58 GMT

I really appreciate your help - you have got me further than anyone in the last 2 days although I think this is not going to work as the 2 minute wait to reset is now almost 10 minutes

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

nigea99 — Fri, 25 Aug 2023 18:12:19 GMT

@BrucieC wrote:

Hi OldFella, It all seemed to be working - I switched the unit off, waited 30 seconds, completed 3 questions on the screen saying that this was a new broadband and now I have been waiting for 4 minutes while the minibox is resetting your network connection.

Previously I was with sky broadband

In which case you may need to be aware that if you are now not with SKY broadband the minis don't connect to your wifi but connect to a wifi network generated by the SKY Q main box so you may find coverage different

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

BrucieC — Fri, 25 Aug 2023 18:12:50 GMT

I will reboot and try to move boxes closer together but have to leave now I will try again in the morning, thank you so much

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

oldfella — Fri, 25 Aug 2023 18:19:36 GMT

@BrucieC wrote:

I will reboot and try to move boxes closer together but have to leave now I will try again in the morning, thank you so much

Hi @BrucieC

Make sure that you move the mini which is the one nearest to the main Q box (when it is in its normal working position.)

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

BrucieC — Sat, 26 Aug 2023 09:38:38 GMT

Hi oldfella,

Thanks for all the advice, I did manage to get one of the mini boxes working this morning with your help. As I think you suspected, the new wifi does not have the range of the Sky broadband and that was part of the problem. I'm now looking at wifi boosters or range extenders to see if they will give me a better coverage as I am also losing connection with my audio boxes and printer! Thanks once again.

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

oldfella — Sat, 26 Aug 2023 09:42:33 GMT

@BrucieC wrote:

Hi oldfella,

Thanks for all the advice, I did manage to get one of the mini boxes working this morning with your help. As I think you suspected, the new wifi does not have the range of the Sky broadband and that was part of the problem. I'm now looking at wifi boosters or range extenders to see if they will give me a better coverage as I am also losing connection with my audio boxes and printer! Thanks once again.

Hi @BrucieC

Bear in mind that Q mini boxes will only connect to Sky Q boosters and not 3rd party boosters

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

BrucieC — Sat, 26 Aug 2023 10:10:11 GMT

Hi oldfella,

I didn't know that about the boosters. Problem is that my security cameras and wifi speakers need a boost. Obviously more thought needed. It's great when everything works but a nightmare for non technical people to set it up!

Re: I have installed new fibre broadband and now I can't get an internet connection on my skyq mini

oldfella — Sat, 26 Aug 2023 10:55:30 GMT

@BrucieC wrote:

Hi oldfella,

I didn't know that about the boosters. Problem is that my security cameras and wifi speakers need a boost. Obviously more thought needed. It's great when everything works but a nightmare for non technical people to set it up!

Hi @BrucieC

Provided your main Q box is working from your WiFi network then you can use Q WiFi boosters between the main box and minis to extend the main box Q WiFi

Positioned midway between main box and nearest mini you would connect it to your main box by WPS. Then carrying out a Network reset on the nearest mini you would use WPS on the booster.

Subsequent minis would connect by WPS to the nearest already connected device (mini or booster).