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Discussion topic: Sky Q Box won't Connect to Wifi (Plusnet)

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This message was authored by 74mclav This message was authored by: 74mclav

Sky Q Box won't Connect to Wifi (Plusnet)

Up until around 2 weeks I have had no problems connecting my Sky Q Box to my plusnet wifi, it suddenly lost connection and I can't get it reconnected?  I have tried all the obvious things like resetting Q box and router, and I have checked via (001 menu) that the box is transmitting on both 2.4Ghz and 5Ghz.  I have no problem connecting other devices ... has anyone got any other suggestions other than trying to call SKY??

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This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: Sky Q Box won't Connect to Wifi (Plusnet)

Posted by a Sky employee

Hi @74mclav 

 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

 

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Thanks
Tom
This message was authored by Kirsty6 This message was authored by: Kirsty6

Re: Sky Q Box won't Connect to Wifi (Plusnet)

Having the same issue! Spoke to sky and they said it's a plusnet issue - spoke to plusnet! They also don't have a clue - surely someone must know?

This message was authored by MikeJ05 This message was authored by: MikeJ05

Re: Sky Q Box won't Connect to Wifi (Plusnet)

@Tom-W19  - We're having the exact same problem.  I've tried everything suggested on the forums, and nothing has been successful.  Cand I get some help please?

This message was authored by Kirsty6 This message was authored by: Kirsty6

Re: Sky Q Box won't Connect to Wifi (Plusnet)

Anyone doing this who is on plusnet give plusnet a ring! After 5 hours on the phone to them (wish I was joking) they realised that they'd put a payment hold on my line, for no reason! As soon as this was taken off my sky went back to normal, I was the 5th call it had happened too for no reason so not all staff knew how to resolve it. Mine only got fixed as someone sat beside the handler had just dealt with the same issue for someone else 

This message was authored by MikeJ05 This message was authored by: MikeJ05

Re: Sky Q Box won't Connect to Wifi (Plusnet)

Thank you. 

 

However, we've only just joined plusnet, and every other device, including printer, is connected to the router and internet just fine.  Sky connects to the Router, but can't find the internet.  I've turned off the 5G, reset both boxes multiple times, in different orders, completely unplugged everything and started again.  

This message was authored by Kirsty6 This message was authored by: Kirsty6

Re: Sky Q Box won't Connect to Wifi (Plusnet)

good luck with plusnet. I'm leaving them after 4 years because of the worst service ever / the technical team wrre using google to try and fix my problem and reading Virgin Media help forums 🤦‍♀️

This message was authored by MikeJ05 This message was authored by: MikeJ05

Re: Sky Q Box won't Connect to Wifi (Plusnet)

We just left virgin as it was awful.

 

and then they charge existing customers more that new clients, which isn't very loyal...

 

They are probably all rubbish, but I think this is a sky issue as every other device connects fine, and fast.

This message was authored by Neil6519 This message was authored by: Neil6519

Re: Sky Q Box won't Connect to Wifi (Plusnet)

Having same problem with swish fibre  keep disconnecting every time sky q turned off ,no problem with phone or tablet. Think sky doesn't  like you not using sky wi fi.

This message was authored by Reef+Diver This message was authored by: Reef+Diver

Re: Sky Q Box won't Connect to Wifi (Plusnet)

I had this problem and seem to have fixed it and have wifi hotspots on my q minis. Using the 001 menu change network settings on 5ghz to ch44 40mhz save settings. Now try again connecting to plusnet bb. Check plusnet bb is on smart ch 36 or 40, believe default is ch 36. Have been up and running on these settings for ages now. If using minis in other rooms don't change any thing just unplug for at least 30 seconds and plug back in again, connect to main box as normal you may need to this a couple of times but will work eventually.

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