topic Re: Broadband not connecting to sky Q box in Sky Q

Broadband not connecting to sky Q box

AO21 — Wed, 20 Sep 2023 19:03:36 GMT

Sky broadband went down last night, wifi now up and running but broadband not connecting to Sky Q box so no apps able to work and sky mini box cannot work. Any suggestions I've followed the steps through settings and trying to reconnect the router that way but no joy

Re: Broadband not connecting to sky Q box

Chodley — Wed, 20 Sep 2023 19:07:00 GMT

Which steps?

Re: Broadband not connecting to sky Q box

AO21 — Wed, 20 Sep 2023 19:11:48 GMT

Turning off the router and then pressing the button on the router to reconnect it

Re: Broadband not connecting to sky Q box

Chodley — Wed, 20 Sep 2023 19:12:37 GMT

Do a full network reset on the Q

Re: Broadband not connecting to sky Q box

AO21 — Wed, 20 Sep 2023 19:14:50 GMT

How is that done please?

Re: Broadband not connecting to sky Q box

Tiredofthis1 — Wed, 20 Sep 2023 19:16:22 GMT

Done all of the steps above and still not working correctly.

works for about 30 minutes and then all sky mini boxes lose connection to internet. No more apps available.

beem happening for about 3 weeks now

fed up of it

Re: Broadband not connecting to sky Q box

oldfella — Wed, 20 Sep 2023 19:17:02 GMT

@AO21 wrote:

How is that done please?

Hi @AO21

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.
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.

Re: Broadband not connecting to sky Q box

AO21 — Wed, 20 Sep 2023 19:18:07 GMT

That's what I've tried multiple times but I hasn't worked. Will have to phone them was hoping to avoid that option

Re: Broadband not connecting to sky Q box

oldfella — Wed, 20 Sep 2023 19:19:53 GMT

@AO21 wrote:

That's what I've tried multiple times but I hasn't worked. Will have to phone them was hoping to avoid that option

Are you sure that you are pressing the WPS button on the router and not the reset button.

WPS button shown below

Re: Broadband not connecting to sky Q box

Chodley — Wed, 20 Sep 2023 19:21:46 GMT

@Tiredofthis1 wrote:
Done all of the steps above and still not working correctly.

works for about 30 minutes and then all sky mini boxes lose connection to internet. No more apps available.

beem happening for about 3 weeks now

fed up of it

Yep. As I always say - use ethernet.

Re: Broadband not connecting to sky Q box

AO21 — Wed, 20 Sep 2023 19:22:32 GMT

Yep pressed and held it how long do you need to leave it held down for? Just says searching with a circle going round in the tv screen then eventually says not connected.

Re: Broadband not connecting to sky Q box

oldfella — Wed, 20 Sep 2023 19:25:51 GMT

@AO21 wrote:

Yep pressed and held it how long do you need to leave it held down for? Just says searching with a circle going round in the tv screen then eventually says not connected.

And was this after you carried out the Network reset on the main Q box?

Re: Broadband not connecting to sky Q box

AO21 — Wed, 20 Sep 2023 19:25:48 GMT

It was yes. It's driving me insane

Re: Broadband not connecting to sky Q box

Chodley — Wed, 20 Sep 2023 19:31:59 GMT

Powerline ethernet.

Re: Broadband not connecting to sky Q box

just+a+bod — Thu, 21 Sep 2023 22:33:39 GMT

Exactly the same problem here, all other devices connect immediately but not the SKY box to the SKY router 😡.

Tried everything suggested on here, nothing works. Crap service.

Re: Broadband not connecting to sky Q box

just+a+bod — Thu, 21 Sep 2023 22:38:04 GMT

I have only these options, it won't connect no matter what I try

Re: Broadband not connecting to sky Q box

Chodley — Fri, 22 Sep 2023 08:45:57 GMT

@just+a+bod wrote:
I have only these options, it won't connect no matter what I try

I've escalated to Sky's chat team. Watch out for a blue bubble at the bottom of the page.

Re: Broadband not connecting to sky Q box

Addie15 — Fri, 22 Sep 2023 09:12:38 GMT

Hi there! Thank you for escalating this. We have sent an invite to AO21.

Re: Broadband not connecting to sky Q box

Chodley — Fri, 22 Sep 2023 09:25:01 GMT

Hi @Addie15 it was @just+a+bod actually

Re: Broadband not connecting to sky Q box

Addie15 — Fri, 22 Sep 2023 09:27:20 GMT

My apologies. The invite will now be sent to @just+a+bod.