Sky Q connection to router but no internet

[Scott0000]

Hi,

can anyone help with any advice to the following.

my sky q box in the settings shows connected to my router but no internet signal. Basically a tick for the connection to the router and a cross for the internet.

ive had an engineer out today and we tried all sorts and a new box, nothing worked.

ive connected the router both via WiFi and hardwired.

the router is a HTC 5G hub with EE.

all other devices connect brilliantly just not sky Q. I've read the thread on here regarding this issue but nothing about my issues.

ive changed every setting on thenQ box possible and even the engineer was puzzled.

can anyone offer any advice and I'm at the end of my temper, EE confirms the device is working with no errors, clearly a sky issue but I can't get it fixed... 

any advice? 
Scott.

[Kei+M · Accepted solution]

We've got problems with 3G/4G and satellite providers but we've had some success by getting customers to speak to their ISP to set the  MTU value on the router to 1492. We usually come unstuck due to the higher latency we see with these types of broadband which we can't workaround.

Thanks,

[Scott0000]

Thanks, I bought a tp-link AC750 as your can access the Router via ip and this works so far, very annoying as I cannot have normal wire based broadband, sky can run off your 4g phone as a hotspot so I really think sky need to sort this issue as the price of unlimited data plans comes down more people will switch as no one actually uses a landline phone!! 

Fingets crosses it holds up or I'm forced to go back to sky's broadband at 5mbs up and 1mbs down for £27 a month, hardly worth the money!  Seems like aky have me over a barrel on this one.

one very annoyed, very loyal sky diamond customer who won't be a sly customer for much longer once virgin finish installing the cables! 

scott.

[Scott0000]

Hi,

I should also add that the satalite connection has a latency of below 35 and normally in the 25 range this shouldn't be an issue for sky and my landline based broadband was higher.

its all to do with the sky Q not picking up the IP address from the router.  

ive wasted another £100 on a router and 3 months of not getting the service from sky I pay for so you probably understand my frustration! 

scott.

[liz+jeffries]

Hi , i have had an engineer out today , we had to have a new sky Q box, my new box could acsess on demand and catch up nut then i cant it says not cinnected to internet

[JEvans26]

I have exactly this problem (Sky Q box says connected to router, but not connected to internet). Could somebody repeat the answer but in an idiots guide version?! All my devices are fine, speed checker says fine, no service status problems shown, and Sky are my broadband provider.

[wigleyd]

I came here look for answers I have the same problem.

So for months my sky Q box was playing happily for my TP-LINk Archer AX11000 but 4 days ago it was giving me the connected to router but no intenet challenge.

So I have : - 

reset the network on the sky Q box reconnected to TPLink viz wifi - no joy

Joined the router to sky box no joy

What I can see is that it gains an IP address every time.

Phoned sky did the same plus restarted my router.

Engineer visited 

Did the same plus tried another sky Q box and tried a sky booster box still no joy (Couldn't restart my router kids on live lessons!

So I  know that all of my devices are happily on the inernet as kids are on wifi with ipads, phones, laptops , xbox and my computers are on as well so no issues there in fact there are 48 devices that are connected to my router.  I also tested my LAN cable with the laptop and all is good.  (I also tried my LAN cable in the switch and in the router)

I also tried the box on my iPhone hotspot and still no joy.

So all of this points to either Router, ISP or Common fault with SKY Q .  Engineer gave up and has esculated my issue.

So I wonder which ports does sky Q use it must be 80 as I have never had to port forward and my router has the ability to open ports on UPnP

So this is defying logic and I am at the point where I could be changing routers, phoning ISP etc unless someone has a solution and in the euphoria of it works! didn't enter the details as in https://xkcd.com/979/ 

Anyone?

[Scott0000]

I ended up changing router as sky won't give you the port forward details or correct channels.

ended up buying a older router and having to suck up the poorer speeds and performance.

the faster my area gets fibre the better as I'm off to another tv provider... utter garbage service from a modern issue.

got some rubbish about latency from 4g, pity I run 5G and there is still no joy.

good luck, seems just a way so you use there equipment I'm afraid.

[Doodles24x7]

Wow! I cannot beleive that so many of us loyal Sky customers are having th same issue and they seem to be doing nothing about it. I have just upgraded to full fibre after years of just 15MBs. All of my devices (and I have a lot) are working perfectly first time apart from Sky Q.

I have spent two days crawling the forums and trying so many different ideas; none of which work. This many people having the same issue with the same equipment must tell them that it is their equipment that is at fault here, right?

Has anyone solved this successfully?.

[wigleyd]

@Doodles24x7 Yes I used WPS (Joining wifi by pressing a button on your router and the ky box) and that worked for a while then I got another disconnect and this time the WPS didn't work but a reset of the network settings did work.  That's the most annoying thing about this nothing is logical and what fixed it before won't fix it the next day.  My latest problem was netflix not loading programmes because the box was nearly full so empty the stuff in recordings cleared that but did it tell me that no!

[bob1234]

@wigleydThe storage space in your box should not have effected Netflix as it is streamed and not downloaded to your box.

[Morgan+McDonnell]

@Doodles24x7 

I live in a rural area and have Vodafone 4G unlimited data package via TP-LINK 4G router and Deco M4 mesh.  SkyQ works seamlessly here. 

First M4 connected to router via ethernet cable.  Set up Deco Mesh by following the very easy instructions on the TP-LINK app.  Now TURN OFF wi-fi on the router.

Second M4 near the main Q box.  Q box connected via ethernet cable to this M4. (I actually have an unmanaged Netgear switch connected to this one with multiple devices such as Apple TV 4k box and the Q box into the switch).  The Q box then has to have a network reset in order to choose a WIRED connection to  'whatever you named the mesh'.  Confirm changes and back out of settings.

That's how I set up when I moved here in February.  I'm no tech expert by any means but I found it easy and have not experienced the issues described in this thread.  That isn't intended as a gloat by the way.  Simply offering hope in that it works here so it should for you too.  Good luck.

[wigleyd]

Yet that's what fixed it. Although streaming would buffer the stream on the device at least a little to smooth out any glitches on the network ??

[wigleyd]

I would love to go wired everywhere but bit of a problem for tablets and phones!

[Morgan+McDonnell]

@wigleyd   Who are you replying to?