Sky Q Box Not Connecting to Internet

[JoeDownes]

Can't get main Sky Q Box to connect to internet, which is affecting a Sky Q Mini Box.

Have Sky broadband which is working fine. There is 2 routers. The smaller of the 2 has an amber light on the internet section, not matter what I try.

TV is working fine on main box, but can't get anything on Mini. Have tried everything on the not very helpful "help section". Very frustrating.

[Chodley]

Do you mean 1 router and 1 booster or 2 boosters?

[JoeDownes]

Can't add image here to show set up. 

I think it is a booster. It is about half the size of the other box. The TV was connected to the smaller one I think. Broadband is working but can't connect to either box through the TV.

[Chodley]

have you done a wps connection between the booster and router? How far apart are they?

[JoeDownes]

Yes. They are beside each other. Tried several times. Still has amber light on booster.

Why can't the Sky Q main box connect to main router? It is saying it is the wrong password but it is not because I've other things connected to that (phones/laptops).

[Chodley]

"They are beside each other"

they should be half way between whatever devices want to connect and the router.

If it's a Sky router you don't use the SSID and password, just WPS (to the booster once that is connected)

[JoeDownes]

It had been working the way it was all along. It's just that booster box that is stuck on amber Internet light. It is not possible to move either router or booster with current setup. 

[Chodley]

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@JoeDownes wrote:

It had been working the way it was all along. It's just that booster box that is stuck on amber Internet light. It is not possible to move either router or booster with current setup. 

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Hmm. Well the booster is too close to the router so it won't be doing too much to help the Q get to the router (it's supposed to receive and retransmit the signal like a relay) so maybe you were lucky. The fact it's orange suggests it's not actually connected to the router but something else further away. I would try turning everything off and then on in this order;

router

booster

if that goes green

Q

Any minis

If the booster doesn't go green, reset its wps connection to the router while everything else is still off

see what that does

I'd also try running a wifi scanner to see if there are any other networks visible on the same channel in case there's congestion.

[JoeDownes]

Not working. Have tried on and off and back on again. Plugged everything out and back in again. Still nothing.

How do I try to connect main Q box to main router, not that smaller one. It is stuck on connecting to the booster.

[JoeDownes]

I am probably going to be talking to myself here, but once again want to point out that Sky's customer service is absolutely horrific.

After getting on to an official employee with them and explaining the problem, the first thing they told me was how to connect a mini to a TV via HDMI. Completely irrelevant. After what felt like hours going back and forth with useless information, they offered an engineer visit for the 14th of Decemeber, which will mean 2 weeks since the problem started to get it fixed.

It is probably something simple that can be done. And I will keep trying myself. But once again, have been let down by this company.

[Chodley]

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@JoeDownes wrote:

Not working. Have tried on and off and back on again. Plugged everything out and back in again. Still nothing.

How do I try to connect main Q box to main router, not that smaller one. It is stuck on connecting to the booster.

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In my post above I said turn everything off and try JUST the router then the booster and try to get that green, then turn on the Q and try to connect it to the booster using WPS. Do not turn the minis back on at all until you have those three connected and working.

[JoeDownes]

I will try this again. At least you are somewhat more helpful than what I was getting.