Cannot turn on wireless connectivity on main Q box

[SkyUser2221]

Hello,

I only have a main Q box connected to my TV. On the installation day, the Sky enigneer connected the Sky Q box to my internet router (not sky) using ethernet cable. Now, after a few days, I have changed my router and need to connect the Q box to my new router via wifi (either 2.4 or 5). The problem is when I try to reset the network connection I cannot select "confirm", only the "cancel" can be selected. I went to the hidden menu and can see that both 2.4 and 5 wireless connectivity are off. I guessed maybe that's the reason I couldn't reset the network connection. I tried to turn on the wireless connections in the hidden menu but it doesn't work and only gives an error that "it didn't work - try again in 30 seconds". no matter how many times I tried it didn't work. I rebooted, unpluged the q box but it didn't help. I also did a reset in the hidden menu which resetted the box but that did not solve the issue. For some reason, I cannot turn on neither 2.4 nor 5 wireless connectivities and the q box only connects via ehternet and not wifi. How can I resolve this issue?

Thanks

[Chodley]

Is the new router in a different location or something?

because you're likely in for a world of pain once you DO get wifi working

[SkyUser2221]

Thanks for your reply.

Yes this is a new router in a room upstairs. My fiber router was installed yesterday, and it could only be installed in a room upstairs in the house. The other router which the Sky engineer had connected to the Q box with ehternet on the Sky installation day was a temporary 4G tp-link router that I used until the fiber router was installed and happened to be right beside the tv. There is no way I can get a very long ethernet cable all the way from upstairs to connect the new router to the Q box. I resetted the Q box to factory setting and now the hidden settings show the 2.4 and 5 connectivity are on. However, it seems that there is some core defect with the Q box as I still cannot select the connect to a wifi router option and only the third option in the setup which is connecting with cable can be selected. So it seems that the on or off indication on the wireless connectivity settings does not make any difference in this Q box. What would be the problem if I finally manage to get the wifi of the Q box start working? I mean I have a very fast Virgin broadband and it works well with the tv connected to it over wifi, so I was assuming same could be  done with the Q box (i.e. connecting the Q box over wifi to the fast internet and become able to watch the on-demand/downloadable programms). 

By the way, I think now I have two options: 1) calling Sky and have a Sky engineer come and fix the box (or replace it) so that the Q box can connect directly to internet over wifi OR 2) buying a wifi-to-ethernet convertor (wifi extender with ehternet output) that receives the wifi from upstairs and delivers it to the Q box with ethernet cable / buying a pair of Powerlines with ethernet input and output that receive the internet from the router upstairs and deliver it to the Q box with ethernet cable.

I think the option (2) will lead to download speed loss. Currently, my download speed as checked on different devices in the house is between 160 mbps and 300 mbps, and I'm not sure if after the speed loss the download speed would be enough for the sky contents download and stream.

[TimmyBGood]

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@SkyUser2221 wrote:

I'm not sure if after the speed loss the download speed would be enough for the sky contents download and stream.

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Q uses remarkably little bandwidth: a maximum of around 30Mbs if streaming HDR UHD content into an onboard app, and much less when spooling on-demand content to disk.

[xenon81]

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@TimmyBGood wrote:

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@SkyUser2221 wrote:

I'm not sure if after the speed loss the download speed would be enough for the sky contents download and stream.

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Q uses remarkably little bandwidth: a maximum of around 30Mbs if streaming HDR UHD content into an onboard app, and much less when spooling on-demand content to disk.

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The V2/V3 boxes are capabale of downloading to disk at slightly over 100Mbps (about 120Mbps is the highest i've seen).

[Tom-W19]

Hi @SkyUser2221 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147