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Discussion topic: Sky Broadband and WiFi not working

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This message was authored by Katie6g This message was authored by: Katie6g

Sky Broadband and WiFi not working

Was watching YouTube and it went into loading mode and black screen, was able to get it WiFi back on, it turned itself back off. I turned tv off and hit home button it came back on and turned itself back off. I have reset the WPS button twice on router and tried turning tv off 3 more times, I need Internet to work as my daughter works from home and starts at 9am.
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This message was authored by jamesn123 This message was authored by: jamesn123

Re: Sky Broadband and WiFi not working

Posted by a Superuser, not a Sky employee. Find out more

Hi @Katie6g 

Your post is quite confusing as you seem to switch between talking about a TV & the router. Is your broadband not working on any device? If not, can you please tell us what lights are lit on the hub? 

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
Katie6g
Topic Author
This message was authored by Katie6g This message was authored by: Katie6g

Re: Sky Broadband and WiFi not working

Broadband now working, seems sky Q box and router don't seem to be communicating, tv cannot access on demand, home, catch up tv, sky cinema, sky store, sport, kids, audio and music and Apps from the side menu. But I can access the channels from the TV guide. Though I still can not access Netflix, YouTube or any apps, and the reset option does not appear under network settings as, I am already connected. Is this more straightforward @jamesn123 

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Sky Broadband and WiFi not working

Posted by a Superuser, not a Sky employee. Find out more

@Katie6g 

Yes makes more sense thanks.

Its odd that your Sky Q box is showing connected but wont load anything. If you go into setup/advanced you should be able to reset the connection anyway so have you tried that?

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
This message was authored by Colin0000 This message was authored by: Colin0000

Re: Sky Broadband and WiFi not working

Best option if possible is to connect the Sky box to the router directly via an ethernet cable.

Sky Q 2GB 32B106 - HDMI to TV, hard wired to router with WiFi disabled on the Q box
Sky Ultrafast1 FTTP 150Mbps
Sky SR203 router
Samsung S95C 55"
Katie6g
Topic Author
This message was authored by Katie6g This message was authored by: Katie6g

Re: Sky Broadband and WiFi not working

Unfortunately no Hdmi cable or Ethernet cable available though this sounds a good idea!

Katie6g
Topic Author
This message was authored by Katie6g This message was authored by: Katie6g

Re: Sky Broadband and WiFi not working

@jamesn123 went into advanced menu as suggested and selected the 1st option, as it was the least damaging to any recordings etc, and only affected box and remote, reset back to factory settings, if anyone else tries this don't freak out, your remote will not work when it asks you to push the home button, but to reprogram your sky q remote press 7 and 9 together wait for 4 red flashes on remote, then press 1 and 3 and wait for another 4, now you can push the home button to turn your TV on. Unfortunately this advanced reset did not work, all it managed to do was loose me, my connection to sky go and sky multiroom and will not let me reactivate. I'm a Diamond customer and am now wanting to throw my box in the bin lol

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Sky Broadband and WiFi not working

Posted by a Superuser, not a Sky employee. Find out more

@Katie6g 

I would get on the phone to Sky at this point or we can escalate your post on the forum

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
Katie6g
Topic Author
This message was authored by Katie6g This message was authored by: Katie6g

Re: Sky Broadband and WiFi not working

@jamesn123 reset router about 4 times, in the end it connected to sky q box, got sky go and multiroom set back up, and then sky apps would not appear, waited to see maybe if it would take time, have went back into advanced menu to refresh apps, and see if it works. Brilliant apps up and working, I think my Sky Q box on it way out! Thanks for the help

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