No ip address obtained

[abs928]

I've been using my sky q main box (no minibox) with a wired connection to my octaplus broadband with no issues for 18months but for the last 2 days it has been unable to obtain an ip address. When I reset on the sky box it connects to next doors sky WiFi even when selecting wired connection.

Resetting the broadband and the sky q box hasn't fixed it. 

Any ideas? 

[oldfella]

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@abs928 wrote:

I've been using my sky q main box (no minibox) with a wired connection to my octaplus broadband with no issues for 18months but for the last 2 days it has been unable to obtain an ip address. When I reset on the sky box it connects to next doors sky WiFi even when selecting wired connection.

Resetting the broadband and the sky q box hasn't fixed it. 

Any ideas? 

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Hi @abs928 

It cannot connect to any WiFi if you do not do any WPS.

Carry out a Network reset on the main Q box 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.


Dont be confused by any SSID shown in the Q box Network menu as this will invariably be the Sky SSID for the Q box Sky Mesh,

[abs928]

@oldfella I've just tried that but still getting the error.

Continue to get no ip address obtained having turned off WiFi and with wired connection still in place. 

[oldfella]

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@abs928 wrote:

@oldfella I've just tried that but still getting the error.

Continue to get no ip address obtained having turned off WiFi and with wired connection still in place. 

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Did you carry out a Network reset on the Q box without any WPS and then immediately after it connected turn off the WiFi @abs928 

[abs928]

@oldfella @@@@ yes although when you say immediately I hope you after the 2mi s it spends trying to get an ip address then I get stuck in the menu for a

[oldfella]

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@abs928 wrote:

@oldfella @@@@ yes although when you say immediately I hope you after the 2mi s it spends trying to get an ip address then I get stuck in the menu for a

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OK @abs928 

When you carry out the Network reset are you selecting Connect wired to non Sky router?

[abs928]

@oldfella I don't have that specific option. I have WiFi to sky, WiFi to non-sky, and wired. (so I'm selecting wired) 

[oldfella]

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@abs928 wrote:

@oldfella I don't have that specific option. I have WiFi to sky, WiFi to non-sky, and wired. (so I'm selecting wired) 

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OK @abs928 

Maybe it's not that Specific.

So exactly what happens when you select Wired?

[abs928]

@oldfella

Thanks for trying to help so far. 

I've attached some images. This network is not mine and only survives for about 10mins before disconnecting. 

 

Turned on my box this morning, it had turned WiFi back on so I've turned that off. Tried a reset as above.

 

 

 

Still not connecting. 

Maybe now is the time to escalate this to sky? 

 

[oldfella]

OK @abs928 

All is clear.

• I assume that you haven't disabled DHCP in your router?
• If you want to switch Q box WiFi Off it must be done immediately following a Network reset.
• Are you confident that the Ethernet cable is viable?  Do you have another?
• Has there been any update on your router software lately.
• The Sky SSID you are seeing will be the Q box WiFi Mesh as far as I can see.

[abs928]

@oldfella I haven't changed anything and am not aware of the router being updated.

It worked on Sunday then didn't on Monday 

[MightyQuinn]

Hi @abs928   Have you completely ruled out the Ethernet cable by connecting another device to it at the Sky Q end?

[abs928]

@MightyQuinn @oldfella

Yes the ethernet cable connects perfectly to my laptop

[oldfella]

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@abs928 wrote:

Yes the ethernet cable connects perfectly to my laptop

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Hi @abs928 

Have you checked in your router settings that DHCP isn't disabled.

Failing that I'm at a loss really.

Probably best to contact Sky for an Engineer to check your Box.

[abs928]

Thanks for your help both.

I reached out to my isp who have assigned a static ip to my router which seems to have fixed the issue for now.