Problem with sky q box connecting to the internet yet the internet is working and all channels

[LMG1978]

Hiya all,

so the other day we couldn't get back onto the sky tv after being on our ps5 and it keeps coming up with this below, now we have followed all instructions online and through sky to no avail. We have tried calling Sky but our mobile lines really bad at the moment and the sky personnel cannot get through to us.......this is what is said on the tv.....

"It looks like you do not have internet connection right now. If you're already set-up we'll 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 have followed all the instructions online and on the tv and nothing works to rectify the issue. Now we have still got internet connection on all devices and we can access all the channels. Note: Our phone line is absolutely awful as well.

please if anyone knows what to do that would be great. We are running out of ideas and cannot get hold of anyone on the phone 😞

[oldfella]

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@LMG1978 wrote:

Hiya all,

so the other day we couldn't get back onto the sky tv after being on our ps5 and it keeps coming up with this below, now we have followed all instructions online and through sky to no avail. We have tried calling Sky but our mobile lines really bad at the moment and the sky personnel cannot get through to us.......this is what is said on the tv.....

"It looks like you do not have internet connection right now. If you're already set-up we'll 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 have followed all the instructions online and on the tv and nothing works to rectify the issue. Now we have still got internet connection on all devices and we can access all the channels. Note: Our phone line is absolutely awful as well.

please if anyone knows what to do that would be great. We are running out of ideas and cannot get hold of anyone on the phone 😞

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Hi @LMG1978 

If on Sky broadband first reset your broadband router by holding Reset on the back until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then 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.

[Rich2384]

I've had the same problem intermittently. Today Sky has come up with the same message of being connected to the Router but not connected to the internet. However, here I am writing this on my computer whilst connected to the internet via the same router. As such, I know that the router is not the issue. 

I have attempted to reset the network via the sky settings but that did not work. I have tried unplugging the Sky Q main box for a while and that hasn't worked either.

All other devices in the house are able to connect to the internet over wifi using the Vodaphone router so this has to be a Sky Q issue.

Does anyone have any other solutions please?

[johnpcs]

Same problem.  Got internet but no Network connection with the Sky Q box.  Sky engineer coming out 2nd October.  I assume I will be getting a refund as I'm not getting all I'm paying for.