Multiroom isn't connecting to my new hub

[Louise+Payne]

Right, here goes...

We've just received a new hub (aka router) from Sky and it has connected to the 'main' Sky box without issues, we've plugged the landline into the back of the device and that works, but the multiroom Sky Q box (i.e. the second box) is no longer working and was fine until the new hub arrived.

We've reset the second box multiple times and the same thing keeps happening where it says to press the 'house' icon to get started once the screen goes blank, but when that happens, the box dies and there is a little red light on it, and no other sign of life. We've also tried pressing the WPS button which then flashes but does nothing else. If we could get the blue menu screen back, I could install the box using 'settings' but we can't get the blue menu screen. The box is dead.

I've tried calling Sky but the automated phone line keeps fobbing me off to this forum, even when I phoned them back and said my query was "I have a fault which I've entered into the forum and it says there are no matches to my query so I want to talk to a person" and it referred me here again. Not happy.

So, I'm giving the forum 'a chance', but not holding out much hope of a resolution as it sounds like Sky is just trying to get its customers to do its work for them, which hasn't impressed me. Perhaps I should sign up with Virgin...

Warwick.

[oldfella]

Hi @Louise+Payne 

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect reliably try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

As you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button.

Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.

[Laing1]

@Louise+Payne just as an additional question what new router did Sky send you was it a black or white router ?

[Louise+Payne]

Hello @oldfella

I appreciate your valiant efforts to do Sky's job for them, but having followed all your suggested steps in the past half an hour, the multiroom box still doesn't work, and I can't imagine a WiFi booster being the answer as the main box is several feet below the hub on a different floor, but the multiroom box is just two feet away from it - they are almost within touching distance and won't talk to each other.

It sounds like I need an engineer, for an encore, do you know how to get one of those without the automated phone system fobbing you off?

Thanks again for your help.

Warwick.

[Louise+Payne]

Hello @Laing1

Thanks for your reply - it's a white box which has replaced the black one.

I might be getting too much into the weeds here but BT Openreach mucked about with the telegraph pole outside our house last month and knocked out our phone line and brought the internet down to a crawl. They came to fix it and got the landline working, but not the internet who said Sky had to reset it, so we phoned them and they said it was BT, and they came back and finally got the broadband working but said it was slower than it should be as we had copper wiring instead of fibre optic and it would be faster if we switched, so we agreed to that and Monday (August 19) was the changeover date and we plugged in the new hub (router) and the multiroom hasn't worked since. What's more, the broadband isn't really that much quicker - 30mb per second download speed up from about 25mb according to the speed test I ran. We've been mucked about with, passed from pillar to post, and not received good customer service from either Sky or BT, and things still aren't getting sorted.

That's the whole sorry saga...and it continues.

[oldfella]

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@Louise+Payne wrote:

Hello @oldfella

I appreciate your valiant efforts to do Sky's job for them, but having followed all your suggested steps in the past half an hour, the multiroom box still doesn't work, and I can't imagine a WiFi booster being the answer as the main box is several feet below the hub on a different floor, but the multiroom box is just two feet away from it - they are almost within touching distance and won't talk to each other.

It sounds like I need an engineer, for an encore, do you know how to get one of those without the automated phone system fobbing you off?

Thanks again for your help.

Warwick.

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Hi @Louise+Payne 

If your mini is only 2 ft from (your main box or Sky Router) why don't you connect it by Ethernet?

On Sky Broadband minis can be connected to either by Ethernet.

[Louise+Payne]

Hello @oldfella - thanks again, and another constructive suggestion, except that we don't have an ethernet cable. We haven't owned one for years, and we shouldn't need one as the box worked fine before the new hub arrived. Given how this whole shambles is unfolding, if I went to the shop to buy an ethernet cable it probably wouldn't work anyway and I'll have just wasted my money.

I appreciate you're trying to be helpful, so could I ask, do you know how to get an engineer, or at the least, somebody from Sky on the phone these days? That would be very helpful indeed...

[oldfella]

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@Louise+Payne wrote:

Hello @oldfella - thanks again, and another constructive suggestion, except that we don't have an ethernet cable. We haven't owned one for years, and we shouldn't need one as the box worked fine before the new hub arrived. Given how this whole shambles is unfolding, if I went to the shop to buy an ethernet cable it probably wouldn't work anyway and I'll have just wasted my money.

I appreciate you're trying to be helpful, so could I ask, do you know how to get an engineer, or at the least, somebody from Sky on the phone these days? That would be very helpful indeed...

---

Hi @Louise+Payne 

To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home