@utterlyfedup wrote:
We had about 2 weeks issue free, then the Internet connection dropped out. We had Internet to other devices, computers, tablet, phones... we follows the instructions through settings on the TV but when it got to the part that said to press the reset button on the router ( the one with the 2 encircled arrows) We drew a blank as this button did not exist. We were give a month's free use of SKY cinema that we cannot download we cannot watch catchup, On demand or any Apps BBC iplayer ITV X. We just have access to ordinary channels and ordinary recording. The engineers are booked for 2nd January. What compensation should we expect for the loss of service for nearly 2 months. Oh and we complained earlier and the customer service guy failed to book the engineer and we waited in all day for them to arrive. Really disappointed..
Hi @utterlyfedup
First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a 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. (all routers have a WPS button. On Sky router it is on the side and difficult to spot)
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.
