Mini Box Swapped - Numerous Issues

[RichL74]

Hello

Just had a mini box swap out due to defective stuck on standby old one.

Followed all of the instructions in the packaging. Connects to main Q box. Couple of minutes 'there is a connectivty problem you cannot watch tv at the minute'. Box is connected via ethernet to a Netgear  router connected to a Virgin modem that is in modem mode  only (so not broadcasting wifi)

Notice that the Network ID on the mini is something like SKYXXDAD. The Network ID on the main box is SKYXXAD (not literally XX but dont know if those numbers are unique) 

Not using Sky Broadband so is that correct - both network IDs are different? Or is that the reason for my connectivity problem?

Tried resetting the network settings get a message that you cannot connect to the internet at the minute there is an issue speaking to your router (words to that effect) but I've got a picture and can watch tv - is that normal?

Then a few mins later the whole screen will go black with just the mini tv in the top left. Cannot power off the box with the remote so have to pull the mains and start again.

I've done all the power cycling on modem (in modem mode) Netgear router, ethernet switch and bot the main Q box and of course the mini now.

Help!!

[oldfella]

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@RichL74 wrote:

............Box is connected via ethernet to a Netgear  router connected to a Virgin modem that is in modem mode  only (so not broadcasting wifi)...........

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Hi @RichL74 .

If the main Q box is also connected by the same method to the same device then it should be OK.

If it is not afraid the mini will not connect reliably.

Also you mention an Ethernet switch.  If this is used for connection to the Q boxes be aware that Sky Q does not play nicely with Managed switches.

If your Q boxes are all connected by Ethernet to the same device then:-

When all boxes are connected by Ethernet you can then switch off all Q box WiFi.

Start with main Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router . Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

Repeat the network reset on any minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for it to connect.
Once it is connected go immediately into the mini hidden menu (same procedure as above) and turn off both bands of WiFi. Confirm before exit.

[RichL74]

Hi thanks.

I should have said sorry, both the main box and mini are connected to the Netgear router my apologies.

I've tried the network reset that's when I get the there is a problem connecting to your router message and the mini box then normally locks up and is unresponsive.

[RichL74]

Hi,

Is is possible to get some support from Sky please?

This is a brand new mini box that was only swapped yesterday (5th March) This morning it was stuck in standby and wouldn't come on so I've had to pull the mains cable AGAIN and go through the set up process again. This is about five times since yesterday lunchtime when it was delivered so obviously something is not right with this replacement mini box.

And even now while it is working 'there is a problem with your internet connection' message but when you go to setup there is no issue and 2 ticks.

Thanks.

[RichL74]

By way of an update, yesterday I tried to turn on the box before 06:00 (can't remember precisely) and realised that I hadn't changed the ECO setting so that could have been my fault - it still wouldn't turn on but I don't know the process for getting it to come out of that setting (I did long presses, short presses of power and Sky buttons) 

This morning the light is orange as opposed to red and did come straight on so prepared to give it the benefit of the doubt.

I still don't think having to reset a box 5 times in one and a half days is a normal process though...