Sky Q box not connecting to to sky hub

[Andrew1468]

My Sky Q box has lost its connection to my Sky broadband router.  I have tried resetting both boxes multiple times all with the same response that there is a problem with my internet.  Other devices connected to the hub are still able to access the internet and tests run through the app show there are no problems.  I am now at a loss as to what the problem might be.  Any ideas?

[Skull+Treaty]

@Andrew1468 

As part of your resets, have you tried the Network Reset on the Sky Q (TV) box?

If you go to Home - Settings - Setup - Network ; then you see Reset on the right.

Follow any on screen instructions re WPS if you're connecting over wifi.

[Andrew1468]

Yes. Tried that earlier to no effect. Just gone back into the menu again and the reset option seems to have disappeared. 

[jamesn123 · Accepted solution]

@Andrew1468 

Try powering off all Q devices except one and then resetting the network settings on there

[Andrew1468]

Thanks @jamesn123  tried your suggestion and I'm now reconnected.

[Muzzy87]

@jamesn123  There is no reset option once I have clicked network setup. I have turned off the mini boxes from the mains but the main box still cannot connect despite WiFi being perfect for all other devices. Any ideas?

[jamesn123]

@Muzzy87 

The menu on the right should have the option to reset the network settings

[KL0303]

I am having this exact problem, all my phones/laptop/smart tv are connecting to the Sky Briadband but Sky Q box will not connect. I have powered everything off, have reset, have tried to connect via WPS and nothing has worked. I don't quite understand the advice of turn off all Sky q boxes bar one and reset from there? Can someone explain this please as I'm at a complete loss here. Thank you!

[Chrisee]

@KL0303 Sky Q boxes form a mesh network so where one looses connection you need to re-build the mesh. You can do this by turning on and connecting the boxes starting at the nearest box to the hub follwed in order working outwards so where boxes are out of range of the hub they can connect to a Q box which is connected.

See https://www.sky.com/help/diagnostics/setting-up-sky-q/do-you-have-a-sky-router

[KL0303]

Thank you, but I only have 2 boxes - the main one and one mini one and the main one is nearest to the broadband and it will not connect. And it does see the broadband as it comes up as an option to connect 😭

[Leximus]

This has been the most stressful evening!!!

I used to have BT broadband and my Sky Q box and mini boxes have worked perfectly for 2 years without a glitch.

Today I upgraded to Sky superfast broadband and what a mistake that was! The new hub works with every device apart from the Sky boxes what an absolute joke! 
I have followed all of the recommended steps to no avail, I must have reset everything 50 times! This is not what you expect when you are paying upwards of £100 per month for a service. This should just work.

I just don't know where to go from here, please can someone from Sky contact me as I will be looking for compensation as I have spent 5 hours of my time on this today. If this is not going to work then I will be going back to BT. 

[Chrisee]

@Leximus I have escalated your post to Sky so they should send an invitation to a chst through the forum where a blue button should appear the agents are experienced and should help,talk you through the process and book an engineer if all.else fails.

Sky Q boxes can be frustrating but normally they work if you follow the process here https://www.sky.com/help/diagnostics/setting-up-sky-q/what-sky-equipment-do-you-have

[therealhaddock]

I have had exactly the same problem. Broadband went down for 3 days, now up and running and everything is connected except sky q box. Tried turning off all boxes except one, resetting, etc but still nothing. Please help

[Sonia101]

Sky boxes are not connecting to my internet despite resets.  I've spent hours on this today and can't get it to work.  It's been down since yesterday and I have an elderly sick parent who's not been able to watch anything but recording since yesterday 

[TV+fan]

Did you manage to get this resolved. I have the same issue and wishing I had never bothered moving to sky broadband. Was told it would be seemless and it is far from that. I have an autistic child in constant meltdown as he can't watch tv.