topic Re: Sky Q not connecting through Gigaclear in Sky Q

Sky Q not connecting through Gigaclear

Nick79 — Thu, 01 Feb 2024 09:32:38 GMT

Sky Q box connects to Gogaclear router but not to Internet despite Gigaclear providing Internet access to every othe device in the house. Worked fine for last 5 years but failing now. There seems to be an incompatibility between Shy Q box and Gigaclear ...

Re: Sky Q not connecting through Gigaclear

MightyQuinn — Thu, 01 Feb 2024 10:15:12 GMT

Hi @Nick79 In these situations it is best the power reboot everything. Switch everything off and then then plug everything back in in sequence, moving on the next device once the preious one is fully up. Order: Modem, Router, Sky Q Main box. Do you have the lastest Linksys router MX5500?

Re: Sky Q not connecting through Gigaclear

Nick79 — Thu, 01 Feb 2024 10:17:20 GMT

Thanks. I have done the power downand re-booting. Not sure what type of router I have do you think it could be a router fault or an incompatibility due to an out of date / old router ?

Re: Sky Q not connecting through Gigaclear

oldfella — Thu, 01 Feb 2024 10:36:11 GMT

@Nick79 wrote:

Sky Q box connects to Gogaclear router but not to Internet despite Gigaclear providing Internet access to every othe device in the house. Worked fine for last 5 years but failing now. There seems to be an incompatibility between Shy Q box and Gigaclear ...

Hi @Nick79

Assume you cannot connect your Q box by Ethernet.

If not 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

As 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: Sky Q not connecting through Gigaclear

Nick79 — Thu, 01 Feb 2024 10:40:06 GMT

Thanks. I have tried conecting by Ethernet / Wired and by various WiFi routes with the same result. Connecting to the router is OK but it cannot connect on to the Internet. I have done multiplle re-sets, re-boots with total power down for the box and rebooted the router muliple times.....

Re: Sky Q not connecting through Gigaclear

oldfella — Thu, 01 Feb 2024 10:46:46 GMT

@Nick79 wrote:

Thanks. I have tried conecting by Ethernet / Wired and by various WiFi routes with the same result. Connecting to the router is OK but it cannot connect on to the Internet. I have done multiplle re-sets, re-boots with total power down for the box and rebooted the router muliple times.....

Hi @Nick79

When Q boxes are connected by Ethernet you can then switch off all Q box WiFi.

(provided you have no mini boxes on WiFi)

On the main Q box first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router. Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
Provided you have no mini boxes on WiFi as soon as it connects go into the Q box hidden menu and turn off WiFi.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

Re: Sky Q not connecting through Gigaclear

Nick79 — Thu, 01 Feb 2024 10:50:32 GMT

Thanks. Tried switching off Sky WiFi. Main box and mini boxes all connected by wire. Mini boxes are showing a fault but I hope that fixing the main box will also fix any and all issues with mini boxes. I have also tried abanding all wired connections and doing everthing through WiFi a=with same result....

Re: Sky Q not connecting through Gigaclear

oldfella — Thu, 01 Feb 2024 11:03:13 GMT

@Nick79 wrote:

Thanks. Tried switching off Sky WiFi. Main box and mini boxes all connected by wire. Mini boxes are showing a fault but I hope that fixing the main box will also fix any and all issues with mini boxes. I have also tried abanding all wired connections and doing everthing through WiFi a=with same result....

Hi @Nick79

If your Ethernet cables are viable (fully correctly wired) you should have no issues with full Ethernet connection. Thats assuming all boxes are connected by the same method to the same Network. It's no good just switching off the WiFi and it's best to use the following procedure.

When all boxes are connected by Ethernet you can then switch off all Q box WiFi.

Start with main Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

Repeat the network reset on any minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for it to connect.
Once it is connected go into the mini hidden menu (same procedure as above) and turn off both bands of WiFi. Confirm before exit.

Re: Sky Q not connecting through Gigaclear

Nick79 — Thu, 01 Feb 2024 14:10:31 GMT

Thanks again. I believe the Ethernet cables are working and fully wired. They worked fine for 5 years and I have swopped them around and used cables that work - ie enable other devices to connect to the Internet. I am also able to connect to the router (but not the Internet) through WiFi and get the same error. I believe the problem lies in the software compatibilty between router and the Sky Q software - either there is a fault with the router or some kind of firewall on Gigaclear's side preventing Internet access ??

Re: Sky Q not connecting through Gigaclear

becklesmp — Mon, 06 May 2024 08:35:35 GMT

We're also seeing the same issue with the sky mini box and not wanting to connect to a 3rd party (Gigaclear) provider.

We have the MX5500 router and additional mesh node which connects perfectly to other devices in the house, however the Sky Q Mini box keeps on dropping the connection.

So far I've tried network resets, restarts, and moved the mini box next to the router for the initial network setup.

When I returned the mini box to the bedroom, the connection worked for 2mins and then promptly dropped out again.

Any additional suggestions would be more than welcome.

Thanks

Re: Sky Q not connecting through Gigaclear

Gonker63 — Tue, 04 Feb 2025 12:51:34 GMT

is this still an active post? We have the same issue & would like to discuss it further!

Re: Sky Q not connecting through Gigaclear

Chodley — Tue, 04 Feb 2025 14:28:51 GMT

Try changing your DNS on the sky box to 1.1.1.1 or 8.8.8.8

Re: Sky Q not connecting through Gigaclear

Winnie13568 — Fri, 28 Mar 2025 19:06:19 GMT

@Gonker63 @Nick79 did you solve your gigaclear network connection issues? I am having the same problem.

Re: Sky Q not connecting through Gigaclear

Gonker63 — Fri, 28 Mar 2025 19:34:30 GMT

No, my slave TV, connected via Sky mini randomly drops out - nothing Gigaclear recommended/supplied even their "business" routers solved the problem.... they now say it is a sky problem....but I havent got more hours to devote on this.....

Re: Sky Q not connecting through Gigaclear

Chodley — Fri, 28 Mar 2025 21:58:17 GMT

@Gonker63 wrote:
No, my slave TV, connected via Sky mini randomly drops out - nothing Gigaclear recommended/supplied even their "business" routers solved the problem.... they now say it is a sky problem....but I havent got more hours to devote on this.....

the router's irrelevant, the mini only connects direct to the Q (or other sky devices)

sky Q booster? So it pretends to act like a Sky router.

Re: Sky Q not connecting through Gigaclear

Gonker63 — Fri, 28 Mar 2025 22:09:41 GMT

I was referring to them supyong

me business grade WiFi routers tonexpand my network, but it's still the same problem over powerline

Re: Sky Q not connecting through Gigaclear

Chodley — Sat, 29 Mar 2025 08:17:42 GMT

Ah. Those are not routers but I see what you mean now but also, those are also not used by the mini. It wants a dirext connection to the Q's own wifi transmitter (or a Sky Q booster)

You might be able to connect it to one of them by ethernet - people have had mixed results with that approach.

Re: Sky Q not connecting through Gigaclear

Dawnsusan — Tue, 20 May 2025 19:45:58 GMT

Hey. We are experiencing the same problem. Sky' Q won't stay connect d to WiFi even if connected via Ethernet or WiFi.

gigaclear updated the modem and gave us 2 business nodes as we were having problems but since the new equipment it's dire. We watch on demand for 5 mins then it just drops connection and we watch the circle..... re connect and it happens again.

Driving us mad!

Re: Sky Q not connecting through Gigaclear

MightyQuinn — Tue, 20 May 2025 20:28:29 GMT

Hi @Dawnsusan I have been using Gigaclear with a Sky Q Main box and two Mini boxes for approaching 18 months. Connected by Ethernet, it has been rock solid with the supplied Linksys routers and more recently with my own Deco XE75 routers.

Re: Sky Q not connecting through Gigaclear

Chodley — Tue, 20 May 2025 20:36:19 GMT

@Dawnsusan wrote:
Hey. We are experiencing the same problem. Sky' Q won't stay connect d to WiFi even if connected via Ethernet or WiFi.
gigaclear updated the modem and gave us 2 business nodes as we were having problems but since the new equipment it's dire. We watch on demand for 5 mins then it just drops connection and we watch the circle..... re connect and it happens again.
Driving us mad!

If you connect over ethernet make sure you disable wifi on the Q.