Issue connecting new internet provider through tv

[Neil83]

I have recently changed from Now Broadband to Three. But I can’t seem to connect to the internet. I can Watch tv and recordings, but can't go on sky store or onto apps (Netflix etc although can through apps and wifi on my phone) - any ideas??

[oldfella]

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@Neil83 wrote:

I have recently changed from Now Broadband to Three. But I can’t seem to connect to the internet. I can Watch tv and recordings, but can't go on sky store or onto apps (Netflix etc although can through apps and wifi on my phone) - any ideas??

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Hi @Neil83 

Try first rebooting the router.

Disconnect power lead for 30 sec and then reconnect to reboot.

Wait until the router is completely back up and running and then try the Network reset on the Q box 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 3rd party router.

As 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.

[Chodley]

Does it say "you have no internet connection" ?

[Neil83]

Yes, despite all other devices working..

[Chodley]

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@Neil83 wrote:

Yes, despite all other devices working..

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Yeah. Standard. I assume you reconfigured your Q to talk to the new router?

You can go through reboots, network reset. Worth a try. Some people say splitting their router's 2.4 and 5GHz bands so that you know you're connecting to 2.4 has helped. Some have used a wifi extender, or a sky q booster, plugged into the Q to take over wifi responsibilities. Others have fully hardwired over ethernet.