Broadband not connecting to sky Q box

[SimonRan]

I unplugged everything (TV side) and eventually it connected again and works fine now. Hope you get sorted soon. Probably cancelling Sky altogether soon. The money payment is far 

ore than our basic utility bills.

[Chodley]

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@Am20 wrote:

I tried all suggestions on Sky Community. None worked. My sky q box would connect no problem to phone hotspot, proving that it was a sky to sky connectivity issue. 

In the end I had to wait two weeks for a Sky engineer. It took multiple protracted calls repeating the issue over and over to get a visit scheduled. They installed a sky Wi-Fi booster to get it to connect. To be clear, my sky q box is less than 3 meters from my sky wifi router. Every other devise connects without a booster.  The irony is that now sky q is connectsed, I can plug out the Wi-Fi booster and sky q remains connected. 

There is clearly a sky technical issue preventing Sky devices talking to one another. 

I have raised a complaint and asked sky to acknowledge their issue here so people are not wasting their time. 

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At 3m I think I'd be using ethernet.

[DD131]

Tried everything and nothing worked. Phone lines were closed so couldn't contact sky. After over 2 hours of faffing about and trying different things, this is what evenrually worked for me.

1. Unplugged sky booster and sky minibox.

2. I was then able to connect the sky Q box to the main router (via WiFi) using network reset in Q box settings and wps button on the router when prompted.

3. I then plugged in the sky mini box and again doing network reset on the mini box was able to connect to the main router by pressing wps button on the router when prompted.

Everything was now working again. However I've now got dead zones in the house because the booster is powered off.

So.....

4. I switched on the sky booster but it wouldn't connect via wps to the main router, so did hard reset on the booster. (Press and hold reset button until power light flashes)

When power and WiFi light were both green, I pressed and held wps button on booster until the wps button flashed. Then did the same on the main router. The booster then connected to the main router.

5. Back to the sky Q box and do another network reset. (Says your network connection is fine, are you sure you want to continue) Yes! Press confirm.

When prompted I then pressed the wps button on the booster not the main router. The Q box then connected to the booster.

6. Repeated step 5 to connect the mini box to the booster. 

If you do not do this the mini box will not connect to the main Q box. They both have to be connected to the same one.

7. Back to sky Q box to reactivate connection to mini box in settings.

All up and running again. For how long? Only time will tell. 

[Saz87]

I know this is an old thread but still - just today we have connected our sky Q box to our nee sky broadband, previous to this we had virgin media broadband with sky tv and never had a single issue. Voice commands always worked and steaming platforms loaded pretty much instantly but since moving to sky broadband this morning everything is constantly buffering or loading, no voice commands work and no streaming platforms load due to poor broadband connection. Of course @Sky tell me everything is fine and I've followed every instruction going but still no proper connection. Very intermittent. Help! It's driving me mad!

[Chodley]

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@Saz87 wrote:

I know this is an old thread but still - just today we have connected our sky Q box to our nee sky broadband, previous to this we had virgin media broadband with sky tv and never had a single issue. Voice commands always worked and steaming platforms loaded pretty much instantly but since moving to sky broadband this morning everything is constantly buffering or loading, no voice commands work and no streaming platforms load due to poor broadband connection. Of course @Sky tell me everything is fine and I've followed every instruction going but still no proper connection. Very intermittent. Help! It's driving me mad!

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My feeling is the internal sky mesh makes stupid decisions about which device owns the root connection to the router. Try using just the Q on its own as a test, reset its network connection with the router and see if it makes any difference.

how far is the Q from the router? Is that in the same place the Virgin one was?

[Stuart4321]

I have been having the same problem for the last few days. I went through the usual steps again tonight, switched everything off at the wall, left it for a while  (30 seconds) before switching back on. Tried reconnecting - held WPS on router for approx 45 seconds, and it worked. These exact steps had not worked when I tried them over the last few days, I don't know why it worked today.

[Albrynmair]

We are having the same issue, tried all of the above, very frustrating because we can't watch multiroom either. 

[Birchy23]

Hi Chodley

I enjoying no issues for a long time after cabling out the house with a Cat5e infrastructure as you may remember. (Basically guys, this is using an 'Ethernet wired solution', as Chorley rightly suggests in on of his later resplies).  I then reported on here that my connection problems had returned, causing me to lose the will to live with this rubbish equipment. I then noticed that the settings on the main box had reverted back to 'WiFi enabled' for no apparent reason. Having put them back to Ethernet again, I have had no more connection issues for a few months now - touch wood!! So just keeping you updated really. Just on another subject Chodley, are you referring to the fact the sky boxes could be forming a bridged network when you're taking about the 'root'?

[Gaffer3]

Brilliant it worked using this, it must clear something thank you.

[Chodley]

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@Birchy23 wrote:

Hi Chodley

I enjoying no issues for a long time after cabling out the house with a Cat5e infrastructure as you may remember. (Basically guys, this is using an 'Ethernet wired solution', as Chorley rightly suggests in on of his later resplies).  I then reported on here that my connection problems had returned, causing me to lose the will to live with this rubbish equipment. I then noticed that the settings on the main box had reverted back to 'WiFi enabled' for no apparent reason. Having put them back to Ethernet again, I have had no more connection issues for a few months now - touch wood!! So just keeping you updated really. Just on another subject Chodley, are you referring to the fact the sky boxes could be forming a bridged network when you're taking about the 'root'?

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Yeah it's definitely making a bridged network (sky physical mesh on one side, with its own internal IP scheme we don't get to see plus a 2nd IP on the same interface to seamlessly talk to the rest of your home network which gets assigned by your router, then your normal wifi or ethernet on the other side) , and one of the sky nodes decides it's going to handle the traffic between them.

I reckon.

[GeoWolf58]

I have the ( white ) Sky Max WiFi Router. No boosters. I have Ethernet connections to PC, Q Box and Home FireAngel ( Smoke, Heat and CO2 ) Detection system. Not had any problems since i did that. Wi-Fi works great with iPad , iPhone and Security cameras, as well as my Bose Sound system. Hard wire is always better than wi-fi for most things.

[Markv1]

I have the same issue 

[Ho4]

Worked this definitely needs to be the troubleshooting guide 

[Chodley]

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@Ho4 wrote:

Worked this definitely needs to be the troubleshooting guide 

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Sorry but what worked?

[Ho4]

Yes it did for me. Was struggling for 2 days. Just connected my phone to 4g and put on as hotspot. Then reset with it and connected to sky broadband hub. It was a shot in the dark, but my internet is back. I don't even use sky for internet and the apps. So will be changing my provider when my contract ends