SKY Q not working

[Bev711]

Our SKY Q isn't allowing us to navigate to all channels - only shows featured sport. 
The screen on the right of the list where all the programs should be displayed says we don't have a connection. 
we must have a connection as it's okayed the 'featured' program . . . . 
tried rebooting WiFi - no joy. 

[oldfella]

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@Bev711 wrote:

Our SKY Q isn't allowing us to navigate to all channels - only shows featured sport. 
The screen on the right of the list where all the programs should be displayed says we don't have a connection. 
we must have a connection as it's okayed the 'featured' program . . . . 
tried rebooting WiFi - no joy. 

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Hi @Bev711 

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.

[DaveDrizen]

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@Bev711 wrote:

Our SKY Q isn't allowing us to navigate to all channels - only shows featured sport. 
The screen on the right of the list where all the programs should be displayed says we don't have a connection. 
we must have a connection as it's okayed the 'featured' program . . . . 
tried rebooting WiFi - no joy. 

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If you are watching on Sky Q the signal for your main tv channels on your box is fed from the dish on the outside of property nothing to do with you WiFi that only the apps etc. if your TV guide is not displaying all your channels turn your sky box off at the mains , wait about 60 seconds and turn your box back on and let it boot up and see if that cures the problem.

[Bev711]

Hi, thanks for your reply. We have recently been switched to Sky Stream.
After investigating further we have discovered that all the channels can be accessed from the TV Guide but the options from the Home page all say 'no internet connection'

Our Settings status says Satelite Signal is ok but the network connection isn't. We have tried reconnecting using the Sky Router password etc but it does

not recognise the password. 

I can only assume from all of this that we are seeing channels on the TV guide via the satelite but the Sky Stream isn't working, 

[mr.tickle]

Sky Stream does not use satellite. 

The word "satellite" will not be displayed on any screen whatsoever in the Sky Stream interface.

If you are seeing the word "satellite" on the screen, then that's a Sky Q box not a Sky Stream "puck".

[Bev711]

Just checked our paperwork. Sorry, you are right we weren't updated to Sky Stream, we were updated to Full Fibre. 

That doesn't explain why the home page doesn't allow access to any listings there apart from TV Guide. 

[mr.tickle]

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@Bev711 wrote:

Just checked our paperwork. Sorry, you are right we weren't updated to Sky Stream, we were updated to Full Fibre. 

That doesn't explain why the home page doesn't allow access to any listings there apart from TV Guide. 

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Righto. You've said above that the Sky Q box didn't recognise the password when you tried to fix the networking issue. 

Have you tried the help in post 2 by oldfella? The reason you can't see stuff is because the network connection isn't working.

[Bev711]

Thanks - tried all the network reset options but nothing seems to work 🤷🏼‍♀️