Sky Q Internet connection

[Ragloser]

I had a Sky engineer call out a couple of months ago to fix an Internet connection issue. We have BT Fibre internet and apparently that can cause an issue with strength of connection (my non-techy explanation) and the engineer thought it was fixed, but yet again Internet connection has failed and despite all attempts to reset, turn off and on again, re-enter passwords, etc it remains unconnected so we are unable to access any other TV (Netflux, etc) 

Sky help is useless, just keeps repeating the reconnection advice that doesn't work. 

If anyone from Sky is monitoring this please jump in as I am at the point of leaving Sky and moving to another provider. 

[oldfella · Accepted solution]

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@Ragloser wrote:

I had a Sky engineer call out a couple of months ago to fix an Internet connection issue. We have BT Fibre internet and apparently that can cause an issue with strength of connection (my non-techy explanation) and the engineer thought it was fixed, but yet again Internet connection has failed and despite all attempts to reset, turn off and on again, re-enter passwords, etc it remains unconnected so we are unable to access any other TV (Netflux, etc) 

Sky help is useless, just keeps repeating the reconnection advice that doesn't work. 

If anyone from Sky is monitoring this please jump in as I am at the point of leaving Sky and moving to another provider. 

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Hi @Ragloser 

Don't suppose your BT Router is near enough to your Q box to connect by Ethernet.

Do you have any minis and do you have any BT fibre discs in addition to the router?

[Ragloser]

The router is 3m away, and the engineer never raised that as an option.

He said BT Fibre operated on 5mhz and Sky Q on 2.5mhz (something like that) so they were often incompatible. 

Not exactly what you want to hear from a supposedly cutting edge telecoms provider like Sky

[oldfella]

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@Ragloser wrote:

The router is 3m away, and the engineer never raised that as an option.

He said BT Fibre operated on 5mhz and Sky Q on 2.5mhz (something like that) so they were often incompatible. 

Not exactly what you want to hear from a supposedly cutting edge telecoms provider like Sky

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Hi @Ragloser 

When Main Q boxes are connected by Ethernet you can then switch off all Q box WiFi provided you don't have minis .

On Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go immediately into the Q box hidden menu and turn off WiFi. (If you have minis connected by WiFi you still need it ON)

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

[Ragloser]

Thanks so much for the response, but I am struggling to understand why I, as a Sky customer, am having to do ANY of this fairly convoluted process at all. Surely it should be Sky either doing this themselves, or providing me with hardware that doesn't need it to be done in the first place. 

Second class service levels at best. 

[oldfella]

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@Ragloser wrote:

Thanks so much for the response, but I am struggling to understand why I, as a Sky customer, am having to do ANY of this fairly convoluted process at all. Surely it should be Sky either doing this themselves, or providing me with hardware that doesn't need it to be done in the first place. 

Second class service levels at best. 

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That I'm afraid you will have to discuss with Sky directly @Ragloser 

[JennyJH]

Hello, I am having exactly the same issues with my Sky Q box connecting to my EE broadband. This has only started recently,no problems in the past few years with the same setup. Help from Sky is useless, finally managed to speak to a human being, still no connection despite having followed all his advice. Sky Protect will send out engineer but none available until 21 August! Seriously considering leaving Sky, terrible customer service.