Our Sky Q box won’t connect to sky router

[digitalsystemsdes]

OK

This seems to be a new-ish issue and lots of new instances of this, so a firmware update is my guess...

Ours went off overnight and we have had poor broadband connectivity to devices since yesterday or the day before (all of a sudden) but they have recovered, however the Q Box has not

Q Box is located about 9 or 10 m from the router - open path connectivity - line of sight

Q Box will not connect using WPS method in the network setup menu - ie connect to Sky Broadband.

Have tried connecting to another network, and then tried to put in the credentials from the router, once it has the correct Access Point Name showing - standard stuff - connection fails

Have not tried running cat 6 to the to the Q Box but can try that tomorrow - we have about 10 devices and nowhere near the 64 limit for the Sky Router

Checked the router firmware and it appears that we have a build that is newer than the latest release on the sky info pages...... starting to think new router firmware and integration with the Q Box

Soooo - next up is to set up a new Access Point in the house; we get poor O2 signal and have sky mobile phones (same network) so was not optimistic about this one.  Went into network settings on the Sky Q Box and then set up a connection to the mobile hotspot on my phone. Lo and behold I got a good connection and connected the whole setup to the internet via my phone.

On the face of it, this looks like a firmware upgrade to the router that has locked out connectivity with Q Boxes, but I don't have all of the info, and hopefully Sky will see this and sort out a patch - the trick is going to be getting a patch to any Sky Q Boxes as they will not connect - maybe cat 6 or another connection similar to mine, or if they can upgrade the router firmware and force a reboot, then that would be a less painful option for everyone concerned

[digitalsystemsdes]

PS - just to support some of the other posts above - you do not get a reset in the network settings menu unless you are connected to a network

In the state where you are not connected to the Q Box from your router - your router does not show ip addresses for the Q Box nor will it show the MAC address - confirming that it is not connected at all

Once I had the hotspot connection, I had the option to reset the network connection which I did after the are you sure prompts - back into joining the sky broadband options on the menu and the same problem so that has not fixed it - this is likely to be a Sky Router issue - over to you sky

[Laing1]

@digitalsystemsdes what software version are your boxes on ?

[digitalsystemsdes]

Router is on 7.03.0400.R

Q Box is on Q220.000.23.00L

[digitalsystemsdes]

See thread info above - apologies should have tagged you or replied to your sub-thread

[Laing1]

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@digitalsystemsdes wrote:

Router is on 7.03.0400.R

Q Box is on Q220.000.23.00L

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@digitalsystemsdes Q220 has been out since March if memory serves me right which is what mine is on  the router is the same as what my router is on as well 

[digitalsystemsdes]

@Laing1 

Just a final update on this one as I have finally succeeded

Switched all Sky Q devices off - tried a long power down but that did not work

Carried out a router reset at the router - Q Box saw the router after this but would not connect fully - carried out another network settings reset on the sky box followed by a full WPS reconnect and that worked - let's see how long it lasts though

[Chodley]

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@digitalsystemsdes wrote:

@Laing1 

Just a final update on this one as I have finally succeeded

Switched all Sky Q devices off - tried a long power down but that did not work

Carried out a router reset at the router - Q Box saw the router after this but would not connect fully - carried out another network settings reset on the sky box followed by a full WPS reconnect and that worked - let's see how long it lasts though

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Utterly ridiculous that these incantations are needed.

[MarkNich]

I had similar problems yesterday, Sky Q box not connecting to Sky Router. Tried a network reset but it would not connect using the WPS button on the Sky Router, and when I tried to connect using the option of ther other router and the SSID it would not recognise the password as being correct. 

Today I got it working by  turning off "Synchronise 2.4GHz and 5GHz Settings" on the Sky Router, then changing the name of the 5GHZ  SSID - starting the network setup again on the Sky Q box then using the WPS button on the Sky Router - bingo it worked. Strangely it connected to the 2.4GHZ SSID. I've turned "Synchronise 2.4GHz and 5GHz Settings" back on and put back the old name of the 5GHZ  SSID, restarted the box and it still works!

[Chodley]

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@MarkNich wrote:

I had similar problems yesterday, Sky Q box not connecting to Sky Router. Tried a network reset but it would not connect using the WPS button on the Sky Router, and when I tried to connect using the option of ther other router and the SSID it would not recognise the password as being correct. 

Today I got it working by  turning off "Synchronise 2.4GHz and 5GHz Settings" on the Sky Router, then changing the name of the 5GHZ  SSID - starting the network setup again on the Sky Q box then using the WPS button on the Sky Router - bingo it worked. Strangely it connected to the 2.4GHZ SSID. I've turned "Synchronise 2.4GHz and 5GHz Settings" back on and put back the old name of the 5GHZ  SSID, restarted the box and it still works!

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Why have you got two routers?

Edit: sorry, I understand. Pretty sure that never works on a Sky router.

Interesting fix, BT routers have needed something similar in the past. All a bit of a farce.

[MrcNeal]

Same issue, coincidence that ive just signed up for another 18 months today? I already have a booster, and sky q suddenly wont connect to wifi even though other devices are fine to connect. Tried resetting hub, booster, wps connection multiple times and also turned off the mini box we have in the bedroom. Over an hour now and still not sorted. A disgrace sky!

[Tom-W19]

Hi @MrcNeal 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

[Dean158]

Hi. Sorry to butt I. But we have same problem.  Sky Q will not connect to router at all. This has been going on for a while and as our broadband was up for renewal we have gone for full fibre hoping this would fix the issue but still nothing plus the WiFi doesn't reach all areas of house. 

Hope I can get some help

Thanks 

[Tom-W19]

Hi @MrcNeal 

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.