internet connection dropping constantly

[NEO123]

hi i new so hello anyone 

I recently had a new 1tb uhd box fitted as my old one died but now i cant even watch a full youtube video or netfilx episode without Internet disconnecting .I changed from wifi to Ethernet to see if it was any help but still the same wired . my Internet is fine a 1000mbs xbox,pc,fire tv work no problems at all its so annoying box will be going out the window soon hahaha any help will be much appreciated 

thanks Keith 

[oldfella]

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@NEO123 wrote:

hi i new so hello anyone 

I recently had a new 1tb uhd box fitted as my old one died but now i cant even watch a full youtube video or netfilx episode without Internet disconnecting .I changed from wifi to Ethernet to see if it was any help but still the same wired . my Internet is fine a 1000mbs xbox,pc,fire tv work no problems at all its so annoying box will be going out the window soon hahaha any help will be much appreciated 

thanks Keith 

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Hi @NEO123 

Assume that you carried out a Network reset on your Q box with the Ethernet connected?

Who is your Broadband supplier?

[NEO123]

hi thanks for your reply yeah i did somethink a little strange is it says its connected to sky9*** network whitch isnt mine mine isnt called that im with youfiber (new company doing 1gb fttp )

thanks 

[oldfella]

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@NEO123 wrote:

hi thanks for your reply yeah i did somethink a little strange is it says its connected to sky9*** network whitch isnt mine mine isnt called that im with youfiber (new company doing 1gb fttp )

thanks 

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Hi @NEO123 

Something isn't a Network reset.   What exactly did you try?

The Network SSID shown in the Q box can be ignored as it could refer to the Q box Mesh ID.

[NEO123]

ah ok yeah i did the reset i meant i noticed something strange i.e the network name 

[oldfella]

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@NEO123 wrote:

ah ok yeah i did the reset i meant i noticed something strange i.e the network name 

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Forget the Network name @NEO123 

Did you specify Wired connection when you carried out a Network reset with the Ethernet connected to your router?

If so what was the outcome?

[NEO123]

hi it said network look ok are you sure you want to reset i clicked confirm it reset i then click internet from another provide then it connected 

thanks 

[oldfella]

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@NEO123 wrote:

hi it said network look ok are you sure you want to reset i clicked confirm it reset i then click internet from another provide then it connected 

thanks 

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Hi @NEO123 

If you had Ethernet cable connected you should have selected Wired connection

[NEO123]

yeah i did the option for "from another provider" 

thanks 

[Tom-W19]

Hi NEO123

As oldfella mentioned above you need to select "Connect using a wired connection" then don't press the wps button.

If you select "Connect to wifi from another provider" this will connect to your broadband over wifi even if you have ethernet cable connected.

Hope this helps.

[NEO123]

i did do that 

thanks