Our sky tv is telling us we have no internet access an we should reset the rooter etc. we can get p

[Rachell129]

We are able to see sky Q and access our recordings but if we try to get access to apps such as Netflix or catch up tv we get the following message

it looks like you do not have internet connection just now. If you are already set up well keep trying to connect.

if you have changed your internet password or router you need to reconnect to your network.

Go to settings and check your network connection status to reset.

We do have internet because other devices are working. We tried switching things off and on and no change. It's been like this for 24 hours

[nigea99]

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@Rachell129 wrote:

We are able to see sky Q and access our recordings but if we try to get access to apps such as Netflix or catch up tv we get the following message

it looks like you do not have internet connection just now. If you are already set up well keep trying to connect.

if you have changed your internet password or router you need to reconnect to your network.

Go to settings and check your network connection status to reset.

We do have internet because other devices are working. We tried switching things off and on and no change. It's been like this for 24 hours

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hi @Rachell129 

Even if you have done this , please may I suggest you try  another power down restart of your Router followed by your SKY Q Main box once the router has fully restarted

[Chodley]

Which ISP?

(this is a very common problem by the way)

[oldfella]

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@Rachell129 wrote:

We are able to see sky Q and access our recordings but if we try to get access to apps such as Netflix or catch up tv we get the following message

it looks like you do not have internet connection just now. If you are already set up well keep trying to connect.

if you have changed your internet password or router you need to reconnect to your network.

Go to settings and check your network connection status to reset.

We do have internet because other devices are working. We tried switching things off and on and no change. It's been like this for 24 hours

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Hi @Rachell129 

Have you carried out a Network reset on the main Q box exactly as follows:-

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.