On demand content keeps failing on SkyQ box

[Exasperatedaswell]

Hi from Weymouth, hope you can help me.  My Sky Q box intermittently displays an error message that it is not connected to the internet.  This has started recently after several years of faultless operation, and means that downloads and Netflix are not available for most of the time.

The Q box is connected via wifi to a local wifi extender, which is connected by wifi to a Plusnet Hub2.  Connection to the house is FTTP running at around 500Mbps download speed (just checked).

Taking info from previous posts on this forum, I have:

Reset the Hub2

Reset the extender

Reset the Sky Q box

Updated the software on the Sky box

None of this has worked.  I have had no problems with the wifi connection to the TV and Sonos Beam via the extender. There is only one ethernet connection on the extender and that's to a music streamer that I don't want to lose.  As far as I can see the problem is with the Sky box.  I have tried the Sky AI bot, which just took me round in circles with the promise of contact with a real person at the end of its routine - never happened.

Is there anyting else I can try?  Sky tempts us with a 'Contact Us' heading on its site map, but that just leads me to this forum - no customer service contact number anywhere that I can see - so I throw myself at your feet in exasperation.  Any help would be most gratefully received.

Many thanks, Dave

[Addie15]

Hi there, @Exasperatedaswell. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Lisa-P1987]

Thanks for chatting to us @Exasperatedaswell . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[Exasperatedaswell]

Hi Lisa,

Sorry I missed the 48-hour deadline. As suggested by whoever I was on the chatline with, I have now connected the Sky Q box diectly to my hub rather than through an extender.  Netflix seems to be pretty stable with no dropped connections or buffering.  I'll check again on catch-up TV tonight: if that's ok it's job done, with my heartfelt thanks.

Regards,

Dave