topic New installation now main and mini boxes not working in Sky Q

New installation now main and mini boxes not working

Angus+Taylor — Sun, 31 Mar 2024 15:37:58 GMT

Main box keeps dropping network so the only thing I can do is watch TV, record, catch up on demand dont work, sometimes neither does TV.

Mini boxes do not work, error MR 002 re no ip address obtained.

Have gone through all the resets but doesnt work.

Sky VIP user of 25 years, encouraged to drop HD+ in favour of Q and very frustrated.

Have read several similar posts but havent found one that explains a fix other than the reset, which I have done numerous times. The Q was installed on 26/3/24 and currently being advised an engineer could visit me on 30/4/24!!

Frustrated moving toward disgusted.

However, if there is any help out there I would very much appreciate it. I suspect you feel my pain. Thanks

Re: New installation now main and mini boxes not working

oldfella — Sun, 31 Mar 2024 17:31:49 GMT

@Angus+Taylor wrote:

Main box keeps dropping network so the only thing I can do is watch TV, record, catch up on demand dont work, sometimes neither does TV.

Mini boxes do not work, error MR 002 re no ip address obtained.

Have gone through all the resets but doesnt work.

Sky VIP user of 25 years, encouraged to drop HD+ in favour of Q and very frustrated.

Have read several similar posts but havent found one that explains a fix other than the reset, which I have done numerous times. The Q was installed on 26/3/24 and currently being advised an engineer could visit me on 30/4/24!!

Frustrated moving toward disgusted.

However, if there is any help out there I would very much appreciate it. I suspect you feel my pain. Thanks

Hi @Angus+Taylor

Try completely resetting the Q Network.

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then 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.

If you get the main Q reconnected then

First try rebooting the main Q box and then when this is completely back up and running reboot the minis.
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.

Reboot the minis as above.
If the mini still does not connect try a Network Reset on the minis. Start with the one nearest to the main Q box
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button. If you get the first mini connected then for other minis use WPS on the nearest Q device (main Q box or Sky Router if on Sky Broadband or previously connected mini).

Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.

Re: New installation now main and mini boxes not working

Angus+Taylor — Sun, 31 Mar 2024 22:13:44 GMT

@oldfella thank you, the sky engineer used two sky boosters in the installation as part of the network. I would like to try and get the Sky Q box and at least one mini working, at what point in the reset sequence do I do anything with the booster?

thanks again

Re: New installation now main and mini boxes not working

oldfella — Mon, 01 Apr 2024 09:50:25 GMT

@Angus+Taylor wrote:

@oldfella thank you, the sky engineer used two sky boosters in the installation as part of the network. I would like to try and get the Sky Q box and at least one mini working, at what point in the reset sequence do I do anything with the booster?

thanks again

Hi @Angus+Taylor

Depends

whose Broadband you have ?
Where the boosters are positioned?
What you are connecting the booster to?
What you are trying to connect with the booster.?

Re: New installation now main and mini boxes not working

Angus+Taylor — Mon, 01 Apr 2024 11:04:36 GMT

Hi @oldfella

thanks for follow up

my broadband provider is non Sky, Jersey Telecom fibre.

the boosters are in the loft first above the router which I think links with main box and is also half way to mini box.

im trying to link main to router and to pull in a mini.

on a related point can the sky network connections be part wifi and part Ethernet?

thank you

Re: New installation now main and mini boxes not working

oldfella — Mon, 01 Apr 2024 11:30:11 GMT

@Angus+Taylor wrote:

Hi @oldfella

thanks for follow up

my broadband provider is non Sky, Jersey Telecom fibre.

the boosters are in the loft first above the router which I think links with main box and is also half way to mini box.

im trying to link main to router and to pull in a mini.

on a related point can the sky network connections be part wifi and part Ethernet?

thank you

Hi @Angus+Taylor

Assume they are Sky Q boosters ?

https://www.sky.com/help/articles/sky-wifi-booster-what-do-you-need-help-with

Sky Q boosters if using WiFi will only connect to Q WiFi. This is generated by the connected Q boxes. They will not connect to 3rd party routers or 3rd party WiFi.

First you need to connect the Main Q box to your 3rd Party router. This will only connect to the router 2.4Ghz band using SSID and password.

If they are Q boosters you could try connecting one of the boosters to the Router by Ethernet and position it as close as possible to the main Q box.

If you can do this then carry out a Network reset on the main Q box.

Wait until the router is completely back and running and then 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 Sky router (You will actually be trying to connect to the Q booster which is connected you your 3rd Party router by Ethernet. The Main Q box should recognise this as Sky Q WiFi)
You will be asked to press the WPS button on the nearest Q device. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Once the WPS light on the main Q box is flashing you have two minutes to press the WPS button on the Q booster. Make sure you press the WPS button on the booster and not the reset button..
If you get the main Q box connected you can then start on the next step to connect the minis.

Post back.

Re: New installation now main and mini boxes not working

Angus+Taylor — Mon, 01 Apr 2024 17:59:08 GMT

Thanks I have got the main box connected to the router via wifi and it appears to be working up t a point. I notice that when recording it drops in and out of its internet connection, is this nromal?

Thanks again

Re: New installation now main and mini boxes not working

oldfella — Mon, 01 Apr 2024 19:11:30 GMT

@Angus+Taylor wrote:

Thanks I have got the main box connected to the router via wifi and it appears to be working up t a point. I notice that when recording it drops in and out of its internet connection, is this nromal?

Thanks again

No not normal @Angus+Taylor but is commonly reported.

Assume you connected with SSID and password for the 2.4 Ghz band?
Have you tried connecting one the Q boosters (if they are indeed Q boosters) to the router by Ethernet? And then connecting the Q box to that using a network reset and WPS?

And then try to connect to that

Re: New installation now main and mini boxes not working

Angus+Taylor — Tue, 02 Apr 2024 15:16:37 GMT

I now realise the boosters are broadband boosters not Q boosters, I do now have an ethernet cable from my router to close to the Q box. Can I connect the router direct to the Q main box by ethernet?

Re: New installation now main and mini boxes not working

Angus+Taylor — Tue, 02 Apr 2024 15:17:34 GMT

Hi @oldfella , I now realise the boosters are broadband boosters not Q boosters, I do now have an ethernet cable from my router to close to the Q box. Can I connect the router direct to the Q main box by ethernet?

Re: New installation now main and mini boxes not working

oldfella — Tue, 02 Apr 2024 16:25:51 GMT

@Angus+Taylor wrote:

Hi @oldfella , I now realise the boosters are broadband boosters not Q boosters, I do now have an ethernet cable from my router to close to the Q box. Can I connect the router direct to the Q main box by ethernet?

Yes you can @Angus+Taylor

With the Ethernet connected carry out a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select reset on the right hand side.

Then select connect wired to 3rd party (non Sky) router. Do not carry out any WPS and wait for the box to connect.

If it doesn't connect there is an issue with the Ethernet connection.

Re: New installation now main and mini boxes not working

Angus+Taylor — Tue, 02 Apr 2024 21:35:11 GMT

HI @oldfella

so I have now got ethernet connection from my JT router to the Sky Q box and its is working properly,

Next step is to try the mini boxes. I have put in ethernet cables so will try and plug them into the router for starters.

Thanks for the help and will let you know how it goes.

Angus

Re: New installation now main and mini boxes not working

Angus+Taylor — Thu, 04 Apr 2024 14:54:18 GMT

Hi @oldfella, now got one of the minis working through ethernet and both it and main box operating as they should. Now for the second mini.

Thanks for your help

Re: New installation now main and mini boxes not working

Angus+Taylor — Sat, 06 Apr 2024 11:56:15 GMT

Hi @oldfella now got the other mini working with the help of engineer, ended up connecting through ethernet from router to Sky Booster and the the other mini and main boxes direct ethernet. All working as it should.

Thanks for your help in my darkest hour!