New Router creating Sky Q and Mini connection issues

[Buzz0000]

I was sent a replacement Router as part of the free upgrade program; but this did not work.  I called "support" and they suggested (as my contract was due to renewal) that I take the newer service which required a different (new) router.  The new service requires the SkyTalk landline to be plugged in directly to the new router; and we assumed the Q Box and Mini would work as before. 

However, my configuration has the main Sky Q box in the attic (near the dish) connected by Ethernet to the Router (ground floor) and the Mini box is also connected via Ethernet to the Router.  This all worked fine for 5+ years with the original router; but with the new one, the main Q box consistently cannot make a connection to the router (over Ethernet; either using the auto set up or with me adding all the IP address and other parameters manually) and when using the mini to access live TV or play recordings it constantly drops out saying the Mini cannot access the main Q box.

So - I have swapped back to the original router (on the old contract) that was working and things seem to be back to normal, except that my contract for the SkyTalk piece needs the phone plugged in the router (which I cannot do on the old router) so I have no active landline.

Anyone got thoughts on what the next steps are?  

Thanks

David

[oldfella]

Hi @Buzz0000 

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 immediately 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.

[Buzz0000]

Thanks for the prompt response. 

As I have the old router running currently, can I just switch everything off (old router and 2 sky boxes) change the old router to the new router and power the new router up first, then the Main Q box, then the Mini by folliwng your solution?

regards
David

[oldfella]

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@Buzz0000 wrote:

Thanks for the prompt response. 

As I have the old router running currently, can I just switch everything off (old router and 2 sky boxes) change the old router to the new router and power the new router up first, then the Main Q box, then the Mini by folliwng your solution?

regards
David

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Hi @Buzz0000 

Once they are all powered up and connected by Ethernet to the router you can then follow the Network reset procedure exactly as per my post

[Buzz0000]

Hi again!

I have now tried this on two seperate occassions, the last one yesterday afternoon (powering off and changing the router then powering up, then powering up the main SkyQ box and the one 1 mini box) and each time, the main box is unable to find the internet connection via cable; so I have swapped back (again) to the older router box.

What can I do / try now?  Do I need a Sky technician on site?

thanks

[oldfella]

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@Buzz0000 wrote:

Hi again!

I have now tried this on two seperate occassions, the last one yesterday afternoon (powering off and changing the router then powering up, then powering up the main SkyQ box and the one 1 mini box) and each time, the main box is unable to find the internet connection via cable; so I have swapped back (again) to the older router box.

What can I do / try now?  Do I need a Sky technician on site?

thanks

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Hi @Buzz0000 

Are you carrying out a Network reset on the main Q box or just restarting it??

[Buzz0000]

 I am powering itdown, removing the power cable, leaving it then reinserting the power cable, powering up and then following your instructions.

[oldfella]

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@Buzz0000 wrote:

 I am powering itdown, removing the power cable, leaving it then reinserting the power cable, powering up and then following your instructions.

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If it fails to connect by Ethernet (assume this is direct to the router) then it would indicate an issue with the Ethernet cable @Buzz0000 

[Buzz0000]

NO issues with the cables. They are the same cables as worked before the router switch over.