Can't connect Sky Q to internet

[beethedee]

Just after Christmas it was quite windy and each day when we switched on the tv we would have to reboot the main Sky Q box.  Putting it down to the weather now that things have calmed down and there's no improvement, I did an online chat this afternoon. 

First I did a software update and everything came back ok  I was told I would have to switch off the Sky router and mini box to restart the Sky Q router but I coudn't because my husband needed the internet so had to wait until this evening.

I turned the router and mini box for 5 minutes

Turned on just the router, waited for the all the lights to come back on

Held the reset button on the back of the router for 30 seconds

Went to the main Sky Q box, switched the tv on

Settings/Status where it says the internet isn't connected

Chose reset

Pressed the WPS button on the side of the router for 5 seconds

It flashed red/amber whatever colour you like to call it and hte message on the tv screen said it was searching

After about 2 minutes it stopped flashing and the message on the tv screen says it couldn't connect.

I repeated this about 4 times but no luck.

Any more ideas out there to help?  Everything else in the house has re connected to the internet, just the flipping box!

Thanks in advance..x

[oldfella]

Hi @beethedee 

Was the WPS light onthe Q box already flashing when you pressed the WPS button onthe Sky router?

[beethedee]

Hi @oldfella No it wasn't 

[oldfella]

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@beethedee wrote:

Hi @oldfella No it wasn't 

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Hi @beethedee 

If you carried out a Network Reset correctly on the Main Q box then the WPS light should start flashing Automatically.

Try Network reset again.

Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect to Sky or 3rd party router
As you are on Sky broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.

[beethedee]

@oldfella sorry. I just double checked. The WPS button on the Sky Q box IS flashing and continues until I get the message 

Unsuccessful connection. 

again. 

[oldfella]

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@beethedee wrote:

@oldfella sorry. I just double checked. The WPS button on the Sky Q box IS flashing and continues until I get the message 

Unsuccessful connection. 

again. 

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Hi @beethedee 

Probably best to ask Sky for a Q WiFi booster to position midway between router and q box.

Sky should supply these free of charge to aid Q connectivity issues.

[beethedee]

@oldfella We already have an Eero system in the house to boost the signal. The internet connection was fine until I I did the software update this afternoon. 😕

[oldfella]

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@beethedee wrote:

@oldfella We already have an Eero system in the house to boost the signal. The internet connection was fine until I I did the software update this afternoon. 😕

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Hi @beethedee 

As you are connecting to your Sky router by WPS  then I don't believe the Eero system will boost the Q WiFi

[beethedee]

@oldfella  I wonder why I it suddenly won't connect when it's never been a problem before?

[oldfella]

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@beethedee wrote:

@oldfella  I wonder why I it suddenly won't connect when it's never been a problem before?

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Could be your Mesh system is interfering with the Q mesh.  @beethedee 

If your mesh units have Ethernet connections then if practical you could connect your Q box to one of the Units by Ethernet.

[beethedee]

@oldfella  thanks for your help. I will go back on the Chat in the morning., see if  they have any ideas. 

thank you! 

[beethedee · Accepted solution]

@oldfellaJust to come to a conclusion on this, in case anyone else has the same problem...

I just had an onine chat with an agent and he asked me to switch off the router at the wall, press the Reset button for 15 seconds, then switch back on.  I was then able to connect to the internet using the WPS button.  Success!

[Chodley]

If you're using the Eero mesh then shouldn't you be pressing the WPS button on an Eero node close to the Q?

[beethedee]

@ChodleyNo.  The WPS o the Sky router. 

[Chodley]

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@beethedee wrote:

@ChodleyNo.  The WPS o the Sky router. 

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But then it won't connect to the mesh wifi will it?