I cant get SKY TV to work. All the error messages suggest its a router issue, but BT have checked it

[boro12]

I have two sky TVs and have been through all the messaging which leads to being told that its a router problem which is with BT. They have rebooted the line twice and also state that my phone is on the same line and that works perfectly. I am fed up with the automated responses from sky and just want it sorted before I die of boredom. Help1

[nigea99]

---

@boro12 wrote:

I have two sky TVs and have been through all the messaging which leads to being told that its a router problem which is with BT. They have rebooted the line twice and also state that my phone is on the same line and that works perfectly. I am fed up with the automated responses from sky and just want it sorted before I die of boredom. Help1

---

hi @boro12 

Please can we check which SKY TV product you have.

Is it SKY Q (satellite TV) where you have posted or are they  SKY Glass TVs or are they SKY Stream small boxes ?

[boro12]

SKY Q TWO TVS IN DIFFERENT ROOMS. THE ONE UPSTAIRS APPEARS TO BE THE MAIN BOX AND IS NEXT TO, THO NOT CONNECTED TO, THE ROUTER

[PandJ2020]

If the main Q box is near the router can you run an Ethernet cable?

Bear in mind that a non-Sky ISP will only connect over 2.4GHz.  The BT router needs to have any smart setup modes disabled (as these need human interaction the Sky box cannot do).  Also, any 5GHz steering needs to be disabled - as this will just disconnect.

Best configuration is to have separate SSID's for 2.4GHz and 5GHz.

Remember, the Sky boxes talk to each other over 5GHz channel 36.  Best to configure the BT router to a channel from 52 to reduce interference.

[boro12]

Sorry, but the whole thing has worked perfectly as is for months. Why should it suddenly fail now?

[PandJ2020]

---

@boro12 wrote:

Sorry, but the whole thing has worked perfectly as is for months. Why should it suddenly fail now?

---

Perhaps firmware has been updated?

If you can connect via Ethernet this is by far the best option.

[boro12]

apparently I need a new sky box. Was rather waisting my time wasnt I?

[Invisiblename]

---

@boro12 wrote:

apparently I need a new sky box. Was rather waisting my time wasnt I?

---

What are you basing this response on?  Who told you you need a new box?