Problems with sky box after upgrading to full fibre broadband

[flaminggrate]

Recently I upgraded with Plusnet to full fibre broadband. Everything worked perfectly apart from my Sky Q box. I have a wired ethernet connection between the router, which hasn't been changed, and the Sky box. After turning on the TV, the home screen put up a message saying there was no information there, then down to TV guide and instead of all the pictures that normally are displayed showing programs available,  the boxes were there, but no pictures on them.

I checked all the connections and even renewed the ethernet cable between the router and wall connection to where it communicates to the tv room. I can connect the box on WiFi, but it is an erratic signal and not as reliable as the wired connection. 

The box keeps saying no ip address can be found.

This all happened before, but somehow, with the help of the Sky team, we resolved it, but today, even with their help, I can't get it to connect.

Any help would be greatly appreciated. 

Thank you

Arthur

[Mr+Flibbles+86]

Hi there, 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

[flaminggrate]

Thank you for your help.

[Mr+Flibbles+86]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[flaminggrate]

I've got a Sky Engineer coming to look this afternoon, so leave it closed for now please.

Thanks

[Addie15]

Hi there! No problem. We will close this now, and if there is anything else in the future you need help with, please do not hesitate to reach out. Thanks.

[russo109]

Hi I has similar problems with my fibre connection when You Fibre upgraded my IP address to IPv6. My mini boxes wouldnt connect etc. You Fibre disabled IPv6 and all worked again correctly

[flaminggrate]

Thank you Russo109 that's interesting. I'll see what the Sky Engineer thinks and bring that to his attention.