Q300 software breaks internet connection

[Shaveface]

Weds night (9 April) my Sky Q box got the Q300 update. Since then it refuses to connect to the internet.

I'm on Vodafone fibre. Default gateway on the router was changed to 192.168.0.1 (Sky doesn't like it when the gateway is 192.168.1.1). I also turned off the firewall. 

The Q box is connected by Ethernet. I can see the IP address on the Q, send I can see it connected on the router status screen. Q says it's connected to the router but not the internet. 

I've been working from home all day using the internet, and multiple other devices work fine. It's just the Q box that refuses to connect 

The only thing that's changed is the software version on the Q. I've an engineer visit booked for Tues 

Anyone else had problems?

[TonyG5]

I have not found any problem with the Q300 software. At least for me, it updated fine and works great. If you strongly feel there is a software problem just run the software update process again: although unlikely, there may have been an installation issue on your first attempt at update.

[Chodley]

Made no difference here

the "default gateway on the router", as in the address that the DHCP server in the router tells client devices they should use as their default gateway? That has to be the same LAN-side IP address of the router itself. If they don't match, nothing will work.

Or do you mean the router's IP address?

You also should not turn off the firewall

[MightyQuinn]

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@Shaveface wrote:

I'm on Vodafone fibre. Default gateway on the router was changed to 192.168.0.1 (Sky doesn't like it when the gateway is 192.168.1.1). I also turned off the firewall. 

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Hi @Shaveface   Did you change the DHCP server to match?

[Shaveface · Accepted solution]

So it turned out to be the broadband after all.

Later last night I tried using my Fire TV stick. It also had connection issues. But when I tethered it to my phone it worked fine, pointing the problem at the network.

This morning I rebooted the router and everything came back. 

Nothing obvious occurred with the broadband or router, unlike the Q box that upgraded.

[PandJ2020]

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@Shaveface wrote:

Nothing obvious occurred with the broadband or router, unlike the Q box that upgraded.

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Annoying consumer grade equipment sometimes just needs a reboot every so often.

[Chodley]

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@Shaveface wrote:

So it turned out to be the broadband after all.

Later last night I tried using my Fire TV stick. It also had connection issues. But when I tethered it to my phone it worked fine, pointing the problem at the network.

This morning I rebooted the router and everything came back. 

Nothing obvious occurred with the broadband or router, unlike the Q box that upgraded.

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Except the default gateway got randomly changed

[Shaveface]

I found previously that sky expects the default gateway to be 192.168.0.1. 

But it wasn't randomly changed. I changed it to be consistent.

[Chodley]

Sky doesn't expect the default gateway to be anything

it has to be the LAN IP address of your router. Mine is 192.168.1.254

maybe yours had been overriden manually to that address and wasn't being set via dhcp?

[cuke]

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@Chodley wrote:

Sky doesn't expect the default gateway to be anything

it has to be the LAN IP address of your router. Mine is 192.168.1.254

maybe yours had been overriden manually to that address and wasn't being set via dhcp?

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Quite, I've got a Netgear Orbi 770/771 mesh setup with 192.168.1.1 as the default, was previously using the same with the Quickline supplied Zyxel hub, no issues.

192.168.1.1 is commonly used as the default gateway by many brands of Internet routers..