Second box (multi room) issue.

[Jaymi2012]

Hi,

Recently the second box keeps losing connection, shutting off to a blue screen, and saying it can't be used.

It's never happened before, yet now it's almost guaranteed to happen any time we use it.

A woman from sky told gave me a number to call if it happened again, it's happened twice since, and she said it would take me to the Sky Tech team, who would arrange a replacement box.

However, I called the number and it took me here. So what is my next step please to rectify this issue.

I have unplugged, and plugged back in. My broadband is still with Sky, which was upgraded a couple of years ago to the faster speed package. Nothing has changed that would affect the signal. The issues have typically happened when the only gadgets being used, in the house,are the two TVs.

Cheers 

[oldfella]

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@Jaymi2012 wrote:

Hi,

Recently the second box keeps losing connection, shutting off to a blue screen, and saying it can't be used.

It's never happened before, yet now it's almost guaranteed to happen any time we use it.

A woman from sky told gave me a number to call if it happened again, it's happened twice since, and she said it would take me to the Sky Tech team, who would arrange a replacement box.

However, I called the number and it took me here. So what is my next step please to rectify this issue.

I have unplugged, and plugged back in. My broadband is still with Sky, which was upgraded a couple of years ago to the faster speed package. Nothing has changed that would affect the signal. The issues have typically happened when the only gadgets being used, in the house,are the two TVs.

Cheers 

---

Hi @Jaymi2012 

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button.

Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.