new Q box .our device wont connect. forgotten my user name and password .how to fix?

[lost+at+home]

had Q box fitted. everything worked by adding new sky address and password (  came with box) but out Sonos dev ice refuses to connect!  had son pop round to try and got to stage where. page asks for 'user name and password'. we cannot recall and have tried many things.  we are over 70 and struggle with some of this technical  stuff. Son was very adapt but cannot get past username amnd password stage .says we need to talk to Sky . sky just gives a robot answering serive it seems and does not recognise this problem it seems . as not sky item . device is stand alone .our son has suggested it simply needs a channel? speration identity.shows 1gz and 5 gz channels.  how to adopt one is beyond us.  looks much liek we cannot fix unless we can get past a lost user name and password issue.  any suggestions woudl be very welcome. thanks for reading.

[oldfella]

Hi @lost+at+home 

You need the SSID and password for the 2.4Ghz band of your broadband router.

This is normally printed on the back of your router.

Who is your Broadband (Internet) provider:

[Chodley]

I assume you are trying to connect it to your wifi? That does not usually need a username, just a passcode.

[lost+at+home]

tried all passwords we could think of.  essentially it is thought it needs a channel change from 1 to 36 wihsi is higher frequency. but to enable access to select ..it asks for user name and password! that is where we  are stumped. 

[oldfella]

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@lost+at+home wrote:

tried all passwords we could think of.  essentially it is thought it needs a channel change from 1 to 36 wihsi is higher frequency. but to enable access to select ..it asks for user name and password! that is where we  are stumped. 

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Hi @lost+at+home 

To connect your Q box 
I repeat my previous post

You need the SSID and password for the 2.4Ghz band of your broadband router.

This is normally printed on the back of your router.

Who is your Broadband (Internet) provider:

[lost+at+home]

my son has advised us there are 2 channels and thinks the low frequechy channel 1 is what Sonos device ( early model) is trying to look for.  it has it seems a 5ghz ? channel at 36 that it can update to if we can get sky to 'see' device. no idd what SSQ ?etc means as not  comupter savvy here ( both in our 70's)  sounds as though w eneed to pay an enginner to visit or throw device away.  son hsa said we need to find a way to get arpund lost/forgotten  user name and password so we ( he) can access computer fully and hopefully enable it to talk to device.  so essentially its down to lack of user name and password.  w ehav ebene with sky for nearly 10 years so  trying to recall such information is nect to impossible as simply never used it as far as we aware.  SKY is my broadband provider.  have tried logging in with email address. passwords we know and data on back of router  eg  hub sky identity and password provied with q box.  no luck yet but many thanks response

[oldfella]

Hi @lost+at+home 

As you are on Sky broadband you do not need SSID and password to connect your Q box.

You use the WPS Button on the Sky Router .

Ask your son to do the following.

Carry out  a Network Reset on the Q box found in Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect to Sky WiFi.

You will be added to press the WPS button on the Sky router (not the Q box as the WPS will start automatically with the Network reset).   You have two minutes after starting the network reset to press the WPS button on the Sky router.    Make sure it is the WPS button on the router that you press and not th Router reset button.

[TimmyBGood]

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@lost+at+home wrote:

son hsa said we need to find a way to get arpund lost/forgotten  user name and password so we ( he) can access computer fully and hopefully enable it to talk to device.  so essentially its down to lack of user name and password.  w ehav ebene with sky for nearly 10 years so  trying to recall such information is nect to impossible as simply never used it as far as we aware.  SKY is my broadband provider.  have tried logging in with email address. passwords we know and data on back of router  eg  hub sky identity and password provied with q box.

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You seem to be getting hung-up on the username and password thing: this is nothing to do with any Sky account-related credentials.  The only possibly related username/password combination is the one to get into Sky Hub administrative settings and that's either generic or specific to each individual Hub, not to your Sky account.

[Chodley]

What is it that you're actually trying to get working?

Connect Sky Q to a Sonos sound device? If so you can't do that over wifi. You have to use a cable as far as I know.

edit: or are you trying to just connect your Sonos to your Sky broadband?

But for background (I don't think you should need to know or care about this):

WiFi uses 2 frequency bands, 2.4GHz and 5GHz. Those are broken down into numbered channels for easier reference. Channel 1 is one of the 2.4GHz channel and channel 36 is a 5GHz channel

An SSID is just a "name" of a wifi network which is broadcast by the wifi hotspot so you can identify which one you are connecting to.

[TimmyBGood]

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@lost+at+home wrote:

 sounds as though w eneed to pay an enginner to visit

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Note that a Sky broadband 'engineer' will not provide any support for Sonos hardware (or any other client device).

[bob1234]

@lost+at+homeMuch depends on how your sonos device is connected but the main Q box should really be connected to your Sky hub. and may well not connect via Sonos.  What model Sonos do you have.

Try turning Sonos off and see if your Q box will connect to the Sky hub.

[lost+at+home]

sky box 'Q' is connected to sky router that came with it.   we think sonosn  is just a bit outdated  and cannot 'handshake '? with  sky router. 

[Chodley]

Ok so this is not a Sky Q question, but rather a Sonos -> Sky broadband question?

[lost+at+home]

yes

[Chodley]

Thanks. One of the admins will need to move this thread over to the Sky BB forum.

WiFi hasn't dropped support for the earlier standards over the years so the Sky router should work, I think.