Not connecting to internet

[JayC93]

My SkyQ box will not connect to the internet. I have tried all methods available on the box but cannot get it to work.

other devices in the house are able to connect to the broadband fine but I can't connect the box to broadband via WPS button, entering my password or a wired connection.

i don't have the option to reset or anything as has been suggested in other posts previously

[oldfella]

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@JayC93 wrote:

My SkyQ box will not connect to the internet. I have tried all methods available on the box but cannot get it to work.

other devices in the house are able to connect to the broadband fine but I can't connect the box to broadband via WPS button, entering my password or a wired connection.

i don't have the option to reset or anything as has been suggested in other posts previously

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Hi @JayC93 

Assume this is your main Q box.

An Ethernet connect (if carried out via a Network Reset without WPS) should be faultless.

You haven't specified your broadband supplier.

To connect by WiFi

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.
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.

[JayC93]

Thanks for the response 

I am a sky bb customer too. I don't have the option to reset the network through settings on the main q box.

ive tried connecting to phone hotspots too and still can't connect at all.

Is there a way to force a network reset? We have already tried unplugging both router and q box for a long time before retrying.

thanks

[oldfella]

Hi @JayC93 

Exactly what do you see when you go to Settings Network

Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router

[JayC93]

 this is the screen I get. I've tried all 3 options here without success

[oldfella]

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@JayC93 wrote:

 this is the screen I get. I've tried all 3 options here without success

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Hi @JayC93 

If you have Sky Broadband and a Sky Q router there is only the one option.

What happens when you select this option?

[JayC93]

@oldfella58 it tries to connect for around 2 mins then pops up with unsuccessful

[oldfella]

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@JayC93 wrote:

@oldfella58 it tries to connect for around 2 mins then pops up with unsuccessful

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Hi @JayC93 

What instruction do you get when you select connect to Sky Broadband?

[JayC93]

@oldfella it says to complete the connection to press and hold WPS button. Even when I do this I still get unsuccessful 

[oldfella]

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@JayC93 wrote:

@oldfella it says to complete the connection to press and hold WPS button. Even when I do this I still get unsuccessful 

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Which WPS button are you pressing?

[JayC93]

@oldfella Its on the side of the bb router - it matches the symbol on the instruction.

[oldfella]

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@JayC93 wrote:

@oldfella Its on the side of the bb router - it matches the symbol on the instruction.

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Was the WPS light flashing on the main Q box before you went and pressed the WPS button on the router?

Also did your press the Button on the router within 2 minutes?

You say you pressed and held the WPS button on the router.  You didn't hold it while the light was flashing on the router did you?

[JayC93]

@oldfella thanks for your patience. I wait until the q box flashes before pushing the button on the router. I hold it for a few seconds and release. I can see the orange light on both boxes flashing but they won't seem to connect with each other

[oldfella]

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@JayC93 wrote:

@oldfella thanks for your patience. I wait until the q box flashes before pushing the button on the router. I hold it for a few seconds and release. I can see the orange light on both boxes flashing but they won't seem to connect with each other

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Ok @JayC93 

The procedure you are following is correct.

Try rebooting your Q router by disconnecting the power lead for 30 secs and then reconnecting..
Wait until the router is completely back up and running and then reboot the Q box.

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Then try the WiFi procedure again.

[JayC93]

@oldfella no luck after following these steps