Can’t watch on demand or catch up tv on Sky Q. Can access internet

[DRADLE73]

 

[oldfella]

Hi @DRADLE73 

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a 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 by WiFi to Sky or 3rd party router
If 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.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

[ThePope27]

Hi @DRADLE73,

Do you have sky broadband?

Are you hardwired via Ethernet? 

First try turning the box and router off at the wall for a few minutes, and see if the internet connection returns to the Sky Q box, if not then try reconnecting it to the network with the below instructions 

To perform a Network Reset on your Q box, navigate to Home > Settings > Setup > Network. Select "Status" and then choose "Reset" on the right-hand side. Follow the prompts to reconnect via WiFi to your router. If you're using Sky broadband, press the WPS button on the Sky router when prompted (not on the Q box, as the Network reset automatically initiates the main Q box WPS). For users with third-party broadband, input the SSID and password for the router's 2.4 GHz WiFi band, as WPS isn't compatible.

[DRADLE73]

@oldfella Thank you tried that but unfortunately still not working. 

[DRADLE73]

@ThePope27 Thank you. We are hardwired and have sky bb router. Unfortunately nothing has worked. 

[ThePope27]

@DRADLE73,

try using WiFi - disconnect the Ethernet cable and reset the network again, then use wifi instead of Ethernet on the setup screen.

If this works then it could be a faulty Ethernet cable

[DRADLE73 · Accepted solution]

Thank you @ThePope27  it was the faulty cable in the end. All sorted now 👌 thanks for your help.