Q box not connecting to internet

[Denise40]

My WiFi connection appears to be working. I can connect on my phone. However my sky q is not able to connect. It says unsuccessful connection. It has been working fine until today. 

[oldfella]

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@Denise40 wrote:

My WiFi connection appears to be working. I can connect on my phone. However my sky q is not able to connect. It says unsuccessful connection. It has been working fine until today. 

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Hi @Denise40 

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router 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 Sky Broadband with the new Sky Max router then you need to connect it as if it is a 3rd party router.
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.

[Denise40]

Thank you very much. I've tried the reset and it just ends in connection unsuccessful. I've also done complete power down. All my devices, phone, tv and laptop are connecting. My sky q tv is fine but no internet connection to the sky q box. 

I've tried all the various suggestions from sky and none of the options explicitly describe my problem. I can't seem to find any way to get through to sky to speak to someone. Any ideas please? 

[oldfella]

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@Denise40 wrote:

Thank you very much. I've tried the reset and it just ends in connection unsuccessful. I've also done complete power down. All my devices, phone, tv and laptop are connecting. My sky q tv is fine but no internet connection to the sky q box. 

I've tried all the various suggestions from sky and none of the options explicitly describe my problem. I can't seem to find any way to get through to sky to speak to someone. Any ideas please? 

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Who is your Broadband supplier @Denise40 

and where is your Q box located in relation to your router?

[Denise40]

Broadband is with Sky. The router is right next to the sky box. Thanks 

[oldfella]

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@Denise40 wrote:

Broadband is with Sky. The router is right next to the sky box. Thanks 

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Best thing to do then @Denise40 is to connect the Q box to the router by Ethernet.

If you have no minis then you can switch the Q box WiFi Off.

On the Q box carry out a Network reset with the Ethernet connected.

Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go immediately into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.