topic Re: Issue with Sky Q in Sky Q

Issue with Sky Q

Bazmac636 — Mon, 18 Nov 2024 20:05:35 GMT

Hi my sky Q box will not connect to my Sky router / Broadband which was the issue we had when the last engineer was here on 05-11-2024

Re: Issue with Sky Q

oldfella — Mon, 18 Nov 2024 20:08:48 GMT

@Bazmac636 wrote:

Hi my sky Q box will not connect to my Sky router / Broadband which was the issue we had when the last engineer was here on 05-11-2024

Hi @Bazmac636

Is your Sky router the Sky Max version?

Re: Issue with Sky Q

Bazmac636 — Mon, 18 Nov 2024 20:10:46 GMT

I don't think so it's a black router with 4 green lights along the bottom

Re: Issue with Sky Q

oldfella — Mon, 18 Nov 2024 20:12:53 GMT

@Bazmac636 wrote:

I don't think so it's a black router with 4 green lights along the bottom

Hi @Bazmac636

Have you completed the following procedure?

First reset your broadband router.
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.
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
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: Issue with Sky Q

Bazmac636 — Mon, 18 Nov 2024 20:17:59 GMT

I haven't reset the router but I have tried the reset process on the sky Q box but it will not find the router or connect to the WiFi at all and it just keeps saying checking.

Re: Issue with Sky Q

oldfella — Mon, 18 Nov 2024 20:39:27 GMT

@Bazmac636 wrote:

I haven't reset the router but I have tried the reset process on the sky Q box but it will not find the router or connect to the WiFi at all and it just keeps saying checking.

Hi @Bazmac636

Assume you are pressing the WPS button onthe router and not the Q box?