SkyQ internet services not working despite network connection showing as OK

[around11]

We live in a block of flats and unexpectedly we encountered a no satellite signal problem a few weeks ago. As the TV freeview signal with separate antenna connection is also not working, it appears to be a problem with the communal satellite / antennas or the cabled connection into our flat. We are waiting for this to be looked at.

In the meantime, we had been using the internet services on the SkyQ box, including, On Demand, Netflix app, Prime app, BBC iplayer etc, however we are now not getting any internet services show up. The settings show that the Network Connection is good (we have an ethernet cable connected, using a non-Sky internet provider).  Our internet is definitely working on other devices and the SkyQ box confirms it has network connection so it doesn't make sense.

On the screens where we should see internet services, we simply see a message "To use this service, you need a satellite signal", which would be true for satellite channels, but shouldn't be true for internet services.

I have followed all the troubleshooting steps I could find, 

[nigea99 · Accepted solution]

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@around11 wrote:

We live in a block of flats and unexpectedly we encountered a no satellite signal problem a few weeks ago. As the TV freeview signal with separate antenna connection is also not working, it appears to be a problem with the communal satellite / antennas or the cabled connection into our flat. We are waiting for this to be looked at.

In the meantime, we had been using the internet services on the SkyQ box, including, On Demand, Netflix app, Prime app, BBC iplayer etc, however we are now not getting any internet services show up. The settings show that the Network Connection is good (we have an ethernet cable connected, using a non-Sky internet provider).  Our internet is definitely working on other devices and the SkyQ box confirms it has network connection so it doesn't make sense.

On the screens where we should see internet services, we simply see a message "To use this service, you need a satellite signal", which would be true for satellite channels, but shouldn't be true for internet services.

I have followed all the troubleshooting steps I could find, 

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hi @around11 unfortunately the SKY Q boxes rely on a periodic authorisation signal via the Satellite feed (communal feed in your case) to function. 

Without that signal the boxes stop working for anything until they get the next authorisation signal,.

[around11]

Thanks. That seems harsh when I lack satellite signal, that I can't even use internet services. Well at least I know and can focus on getting the communal satellite problem looked at.