topic Re: Not connecting to internet in Sky Q

Not connecting to internet

JayC93 — Sat, 09 Dec 2023 20:24:15 GMT

My SkyQ box will not connect to the internet. I have tried all methods available on the box but cannot get it to work.

other devices in the house are able to connect to the broadband fine but I can't connect the box to broadband via WPS button, entering my password or a wired connection.

i don't have the option to reset or anything as has been suggested in other posts previously

Re: Not connecting to internet

oldfella — Sat, 09 Dec 2023 20:43:19 GMT

@JayC93 wrote:

My SkyQ box will not connect to the internet. I have tried all methods available on the box but cannot get it to work.

other devices in the house are able to connect to the broadband fine but I can't connect the box to broadband via WPS button, entering my password or a wired connection.

i don't have the option to reset or anything as has been suggested in other posts previously

Hi @JayC93

Assume this is your main Q box.

An Ethernet connect (if carried out via a Network Reset without WPS) should be faultless.

You haven't specified your broadband supplier.

To connect by WiFi

Try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
If you are on Sky broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

Re: Not connecting to internet

JayC93 — Sat, 09 Dec 2023 21:02:26 GMT

Thanks for the response

I am a sky bb customer too. I don't have the option to reset the network through settings on the main q box.

ive tried connecting to phone hotspots too and still can't connect at all.

Is there a way to force a network reset? We have already tried unplugging both router and q box for a long time before retrying.

thanks

Re: Not connecting to internet

oldfella — Sat, 09 Dec 2023 21:19:30 GMT

Hi @JayC93

Exactly what do you see when you go to Settings Network

Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router

Re: Not connecting to internet

JayC93 — Sat, 09 Dec 2023 21:22:47 GMT

this is the screen I get. I've tried all 3 options here without success

Re: Not connecting to internet

oldfella — Sat, 09 Dec 2023 21:28:38 GMT

@JayC93 wrote:

this is the screen I get. I've tried all 3 options here without success

Hi @JayC93

If you have Sky Broadband and a Sky Q router there is only the one option.

What happens when you select this option?

Re: Not connecting to internet

JayC93 — Sat, 09 Dec 2023 21:29:36 GMT

@oldfella58 it tries to connect for around 2 mins then pops up with unsuccessful

Re: Not connecting to internet

oldfella — Sat, 09 Dec 2023 21:37:57 GMT

@JayC93 wrote:

@oldfella58 it tries to connect for around 2 mins then pops up with unsuccessful

Hi @JayC93

What instruction do you get when you select connect to Sky Broadband?

Re: Not connecting to internet

JayC93 — Sat, 09 Dec 2023 21:39:38 GMT

@oldfella it says to complete the connection to press and hold WPS button. Even when I do this I still get unsuccessful

Re: Not connecting to internet

oldfella — Sat, 09 Dec 2023 21:41:57 GMT

@JayC93 wrote:

@oldfella it says to complete the connection to press and hold WPS button. Even when I do this I still get unsuccessful

Which WPS button are you pressing?

Re: Not connecting to internet

JayC93 — Sat, 09 Dec 2023 21:43:57 GMT

@oldfella Its on the side of the bb router - it matches the symbol on the instruction.

Re: Not connecting to internet

oldfella — Sat, 09 Dec 2023 21:49:19 GMT

@JayC93 wrote:

@oldfella Its on the side of the bb router - it matches the symbol on the instruction.

Was the WPS light flashing on the main Q box before you went and pressed the WPS button on the router?

Also did your press the Button on the router within 2 minutes?

You say you pressed and held the WPS button on the router. You didn't hold it while the light was flashing on the router did you?

Re: Not connecting to internet

JayC93 — Sat, 09 Dec 2023 21:52:18 GMT

@oldfella thanks for your patience. I wait until the q box flashes before pushing the button on the router. I hold it for a few seconds and release. I can see the orange light on both boxes flashing but they won't seem to connect with each other

Re: Not connecting to internet

oldfella — Sat, 09 Dec 2023 21:55:27 GMT

@JayC93 wrote:

@oldfella thanks for your patience. I wait until the q box flashes before pushing the button on the router. I hold it for a few seconds and release. I can see the orange light on both boxes flashing but they won't seem to connect with each other

Ok @JayC93

The procedure you are following is correct.

Try rebooting your Q router by disconnecting the power lead for 30 secs and then reconnecting..
Wait until the router is completely back up and running and then reboot the Q box.

To reboot press Standby on your Sky Q 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.

Then try the WiFi procedure again.

Re: Not connecting to internet

JayC93 — Sun, 10 Dec 2023 09:35:37 GMT

@oldfella no luck after following these steps

Re: Not connecting to internet

oldfella — Sun, 10 Dec 2023 10:37:57 GMT

@JayC93 wrote:

@oldfella no luck after following these steps

Hi @JayC93

How far away from your router to the Q box?

Re: Not connecting to internet

T- — Fri, 03 May 2024 23:56:23 GMT

I have tired to reboot the router but and the internet sign appears on my device. However, there is no internet connection

Re: Not connecting to internet

Andy1980G — Sat, 24 Aug 2024 20:43:40 GMT

We have this same issue! How did yours get resolved please? We have been all through the steps repeatedly and still no luck......

Re: Not connecting to internet

Boris+Blank — Fri, 06 Sep 2024 08:30:53 GMT

Exaact same problem here other than I have wired ethernet connections to both the Q and the Mini box.

No internet connection on both boxes and neither reconnects after trying all the above (other than wifi).

Re: Not connecting to internet

Bondu — Sat, 07 Sep 2024 16:29:11 GMT

I have exactly the same problem; the internet is green on the Sky hub but, Q box has no connectivity. However, desktop, laptop etc are all connected. The problem started on Thursday 5th September. Does anyone have any suggestions?