topic Re: Sky Q internet connection problem in Sky Q

Sky Q internet connection problem

DocW — Mon, 30 Oct 2023 09:57:19 GMT

Hi. My sky Q box keeps on defaulting to a network name that doesn't have network access. It's the name of a virgin media network but appears as a general name then divided into -2g and -5g both are active. I rejoin the 2.4GHz band and it connects. The other problem is I need to reconnect the sky mini boxes with the WPS buttons after each reconnect. Is there a way of telling the skyQ box to ignore the band that doesn't work. I've spoken to sky and the gadget rescue people but once it's connected they leave it at that. Thanks.

Re: Sky Q internet connection problem

oldfella — Mon, 30 Oct 2023 10:21:33 GMT

@DocW wrote:

Hi. My sky Q box keeps on defaulting to a network name that doesn't have network access. It's the name of a virgin media network but appears as a general name then divided into -2g and -5g both are active. I rejoin the 2.4GHz band and it connects. The other problem is I need to reconnect the sky mini boxes with the WPS buttons after each reconnect. Is there a way of telling the skyQ box to ignore the band that doesn't work. I've spoken to sky and the gadget rescue people but once it's connected they leave it at that. Thanks.

Hi @DocW

Have you carried out a Network reset on the Q box?

Re: Sky Q internet connection problem

DocW — Mon, 30 Oct 2023 10:50:03 GMT

Thanks for the quick reply. I've rejoined the correct network but didn't go into any advanced settings. So I just chose the correct network from the join a different network from Sky and filled in the password. That doesn't sound like I've done what you suggested, I didn't press any reset. If there's something I should do then please just say and I'll try. Thanks.

Re: Sky Q internet connection problem

oldfella — Mon, 30 Oct 2023 10:53:30 GMT

@DocW wrote:

Thanks for the quick reply. I've rejoined the correct network but didn't go into any advanced settings. So I just chose the correct network from the join a different network from Sky and filled in the password. That doesn't sound like I've done what you suggested, I didn't press any reset. If there's something I should do then please just say and I'll try. Thanks.

Hi @DocW

Sometimes depending how the Q box is connected you do not get the Reset Option.

If there is a Reset option best to choose it.

Re: Sky Q internet connection problem

DocW — Mon, 30 Oct 2023 11:12:22 GMT

Thanks, I have reset, as I was connected at the moment it asked was I sure as I was already connected. I did reset and it's still on the 2.4 network. The connect app said there are multiple networks, do I want to merge these. I got cold feet so said no as I don't think I could reverse this if it was a mistake.

Re: Sky Q internet connection problem

oldfella — Mon, 30 Oct 2023 11:15:09 GMT

@DocW wrote:

Thanks, I have reset, as I was connected at the moment it asked was I sure as I was already connected. I did reset and it's still on the 2.4 network. The connect app said there are multiple networks, do I want to merge these. I got cold feet so said no as I don't think I could reverse this if it was a mistake.

Hi @DocW

To what connect App are you referring?

Re: Sky Q internet connection problem

DocW — Mon, 30 Oct 2023 11:21:13 GMT

Sorry I didn't make that at all clear. Virgin have an app to interrogate your WiFi and I checked if WiFi was active. It is and asked to merge the 2.4 and 5GHz networks I think. (It's all a mystery to me so that might be wrong) However as it's all been good in the past for years I've left well alone.

Re: Sky Q internet connection problem

oldfella — Mon, 30 Oct 2023 11:30:12 GMT

@DocW wrote:

Sorry I didn't make that at all clear. Virgin have an app to interrogate your WiFi and I checked if WiFi was active. It is and asked to merge the 2.4 and 5GHz networks I think. (It's all a mystery to me so that might be wrong) However as it's all been good in the past for years I've left well alone.

Hi @DocW

If your Virgin Network is split (2.4 and 5Ghz) then you must make sure you use the SSID and password for the 2.4 Ghz band. (Sky Q will not connect to 3rd party 5 Ghz WiFi).

Re: Sky Q internet connection problem

DocW — Mon, 30 Oct 2023 11:44:55 GMT

Yes thanks. I connect to the 2.4 then it drops that connection after some time and joins a network name which doesn't access the network. I'm trying to stop the box doing this. The WiFi speed in the room is good so I don't think it's signal strength.

Re: Sky Q internet connection problem

oldfella — Mon, 30 Oct 2023 11:51:41 GMT

@DocW wrote:

Yes thanks. I connect to the 2.4 then it drops that connection after some time and joins a network name which doesn't access the network. I'm trying to stop the box doing this. The WiFi speed in the room is good so I don't think it's signal strength.

Hi @DocW

Provided you are connecting to the 2.4Ghz WiFi by carrying out a Network reset then that's all you can do.

Don't be confused by the Network name shown in the Q box Network info as if it is a Sky Network it will be referring to the WiFi mesh generated by the Q box.

On another approach do you have the possibility to connect the Q box by Ethernet to your Virgin router?

Re: Sky Q internet connection problem

DocW — Mon, 30 Oct 2023 12:05:22 GMT

Unfortunately the router and q box are in different rooms but if this continues I might get a cable connection installed. I'm very grateful for your time and advice, thanks again.