My sky tv is not connecting to my broadband. I have spent 2 hours trying to get through to a HUMAN

[Barrymitchell22]

I have tried for 2 hours to get through to a human. This has not been working for days and I need to speak to someone urgently to fix this. Sky TV not connecting to my broadband. Have tried all the standard tricks or turning both off and back on. No joy. Even left them switched off for the night. Issue with the Sky TV box. 

[oldfella]

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@Barrymitchell22 wrote:

I have tried for 2 hours to get through to a human. This has not been working for days and I need to speak to someone urgently to fix this. Sky TV not connecting to my broadband. Have tried all the standard tricks or turning both off and back on. No joy. Even left them switched off for the night. Issue with the Sky TV box. 

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Hi @Barrymitchell22 

Assume you have tried a Network reset on your main Q box as follows?

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 your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
If you are on Sky broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if 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.

[Barrymitchell22]

Hi. I've tried all of this a few times. Even after a full reset. Switched tv box and broadband off over night and tried again in the morning. No success. Issue is definitely with the sky tv box as we have working Internet on other devices. Only not connecting on the sky tv box. 

[Chodley]

Sky broadband or another ISP?

[Barrymitchell22]

Sky Broadband

[oldfella]

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@Barrymitchell22 wrote:

Sky Broadband

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hi @Barrymitchell22 
Looks like you need a Sky Q booster to,position midway between your Qbox and your Sky router

[Chodley]

yeah a booster might help

Maybe try the steps in post 7 here (and look at the link in 8 too)

https://helpforum.sky.com/t5/Sky-Q/Sky-q-box-not-linking-with-Wi-Fi/m-p/4504698#M618552

[Barrymitchell22]

The box is 1 metre away from the router. A booster is not required. The box is not working and I need to speak to someone in sky on the phone to resolve 

[Chodley]

Call them then? When you say 2 hours, was that just in a queue?

Did you try the steps I suggested? No one doubts it's the Q box at fault. Q boxes lose their wifi connection on a regular basis but those steps have worked for a lot of people. It's not like the electronics just stop working in 99% of cases, it's messed up configs.

We can eacalate to a chat service on here but not a voice call.

Why not use ethernet if it's so close?