No Internet Connection

[suem]

We haven't had any internet connection for a few days. I checked on My Sky and mentioned we needed a software update I followed the instructions, twice, as the instruction regarding confirmation of update on screen did not appear. I have checked the version and it says we now have the latest version. I have unplugged everything three times, standby numerous times but still no apps or on demand etc., no pictures on our recordings. Not sure what to do.

[MChapp]

I am having the same problem currently. Out of interest, who is your broadband provider? And are you on the Q360 software? As that's what I'm on and which is meant to be the "latest" but it still won't work. I have an engineer visit pending.

[suem]

Hi. Yes it's the latest update. I'm with Sky.

[oldfella]

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@suem wrote:

Hi. Yes it's the latest update. I'm with Sky.

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Hi @suem 

First reset your broadband router.
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 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.
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 Sky Broadband with the new Sky Max router then you need to connect it as if it is a 3rd party router.
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.

[suem]

Thank you, I unplugged the router too, a couple of times but I'll give it another go in the morning and follow your instructions- thank you.