No internet connection since power cut

[IanCur]

We had a short power cut last week and since that point I can't get my Sky Q box to reconnect to the broadband. I've got a wired connection into the box and that doesn't work. If I disconnect it and try to connect to the WiFi this also doesn't work. No other devices appear to have an issue since the power cut and my WiFi is otherwise working.

[IanCur]

I should add that I've tried resetting the box and the WiFi on countless occasions. I've reached the end of the online support guide.

[oldfella]

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@IanCur wrote:

We had a short power cut last week and since that point I can't get my Sky Q box to reconnect to the broadband. I've got a wired connection into the box and that doesn't work. If I disconnect it and try to connect to the WiFi this also doesn't work. No other devices appear to have an issue since the power cut and my WiFi is otherwise working.

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Hi @IanCur 

When main Q box is connected by Ethernet you can then switch off all Q box WiFi provided you have no minis on WiFi

On the 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 (or Sky router if on Sky Broadband). 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.
If you no minis as soon as it connects go 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.

If you have minis are they are all on Ethernet then carry out a network reset on all minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for them 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.

If you do have any minis on WiFi then carry out the network reset on the main Q box as above but leave WiFi on all Q boxes

[IanCur]

Thank you. I have just tried this but it falls at the first hurdle of not connecting to ethernet. Searches for a while and comes back with No IP address obtained.

[oldfella]

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@IanCur wrote:

Thank you. I have just tried this but it falls at the first hurdle of not connecting to ethernet. Searches for a while and comes back with No IP address obtained.

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Hi @IanCur 

Is this when you carry out the Network reset on the main Q box?

If so and you haven't carried out any WPS are you sure the Ethernet cable is OK.

Edit 

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 the Network reset again.