Sky Broadband Hub connectivity issues

[nicholas+smith]

Hi, I've recently upgraded to Sky Superfast FTTP, and the router has been changed from the Sky Q Hub to the Sky Braodband Hub.
Since the upgrade, I have only managed to connect the sky Q box to the hub over wifi once, for a few hours.
I came to it later on, and it had disconnected, and refuese to connect again. So I have TV, but no streaming services.
I have been through all of the Sky help over the phone, to reset the connection, reset the router etc.
My PC can connect over LAN, and all of the phones and ipads etc can connect over wifi too, but I can't connect my xbox series x over LAN, and it is plugged into the same switch as my PC. I've swapped Ethernet Cables on the xbox, swapped switch ports, even swapped the switch out. I can connect the xbox over wifi, but not LAN. Please help...
@jamesn123 

[nicholas+smith]

Edit:
I have no other sky products like mini boxes etc.
The BB Hub is in the same room as the sky q box. (I got Open reach to move it, as I thought it may have been a brick wall issue) Placing my ipad next to the box, I can get the full 150mb, so it's not a distance issue.

One possible theory I have, is that the Q box and Hub are not in the same IP range. I'm no expert on this whatsoever. But my xbox seems to be suffering the same fate.

My xbox IPv4 is as follows...
IP = 192.168.253.101
Subnet = 255.255.255.0

Gateway = 192.168.253.254

I've set the xbox to obtain everything automatically.
I can't find where to change this kind of stuff in the Q box.

[oldfella]

Hi @nicholas+smith 

Assume you have carried reset on the Q box as follows

First reset your broadband router.
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.
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
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.
Also
As the box is in the same room as your router; any chance you can connect by Ethernet.?

[nicholas+smith]

Hi Oldfella,

Yes, I've done all of that multiple times, with a Sky helper on the phone, and several times myself.

Interestingly, after getting the hub moved yesterday, into the same room, I went through the procedure, and it connected straight away. But later on that day, after running a long LAN to my PC, and connecting that, the Q box dropped off, and will not connect again, but all phones and ipads stay connected.

I'm working at home over the LAN right now, so can't use the LAN to connect to the Q box, unfortunately. Will try that later today though.
Very frustrating that my phones and ipads all connect without a single hesitation, but Sky's own Q box, won't.
It's almost as though, in my naive view, the router sees my PC connect, and then says "right, I've got to lose something now, it may as well be the Q box"
I read earlier, that some devices use static IP's and if that IP isn't within the range of the new router, it won't "see" it.
Do Sky's new routers use a different IP range than the old ones?

[jamesn123]

@nicholas+smith 

If you disconnect the LAN cable to your PC does the Q box connect again?

[nicholas+smith]

No. Makes no difference.

Strangley though, I left the lan unplugged from my xbox for a couple of days, and plugged it back in today. The xbox now connects to the internet.

So it's just the sky q box playing silly buggers now.

It has to be something with the new router. Maybe getting confused between 2.4ghz and 5ghz?

Maybe if I reset the sky Q to factory settings? But I will lose everything in the planner etc.

The only thing left to do is run a LAN to the Q box.

Very perplexing though, as it used to connect to the old router, over wifi, no probs. That one was only 2.4ghz though.