15

Discussion topic: Can't connect Sky Q to internet

Reply
This message was authored by beethedee This message was authored by: beethedee

Can't connect Sky Q to internet

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

 

 

 

 


Best Answers
beethedee
Topic Author
This message was authored by beethedee This message was authored by: beethedee Answer

Re: Can't connect Sky Q to internet

@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!

View this Answer within the discussion

Reply

All Replies

This message was authored by oldfella This message was authored by: oldfella

Re: Can't connect Sky Q to internet

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

Hi @beethedee 

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

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

Re: Can't connect Sky Q to internet

Hi @oldfella No it wasn't 

 

 

This message was authored by oldfella This message was authored by: oldfella

Re: Can't connect Sky Q to internet

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

@beethedee wrote:

Hi @oldfella No it wasn't 


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

Re: Can't connect Sky Q to internet

@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. 

 

This message was authored by oldfella This message was authored by: oldfella

Re: Can't connect Sky Q to internet

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

@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. 


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

Re: Can't connect Sky Q to internet

@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. 😕

This message was authored by oldfella This message was authored by: oldfella

Re: Can't connect Sky Q to internet

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

@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. 😕


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

Re: Can't connect Sky Q to internet

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

This message was authored by oldfella This message was authored by: oldfella

Re: Can't connect Sky Q to internet

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

@beethedee wrote:

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


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

Re: Can't connect Sky Q to internet

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

thank you! 

beethedee
Topic Author
This message was authored by beethedee This message was authored by: beethedee Answer

Re: Can't connect Sky Q to internet

@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!

This message was authored by Chodley This message was authored by: Chodley

Re: Can't connect Sky Q to internet

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

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

Re: Can't connect Sky Q to internet

@ChodleyNo.  The WPS o the Sky router. 

This message was authored by Chodley This message was authored by: Chodley

Re: Can't connect Sky Q to internet

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

@beethedee wrote:

@ChodleyNo.  The WPS o the Sky router. 


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

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 90 minutes

New Discussion