Sky Q Mini Boxes won’t connect !’

[Caro1970]

Lost internet connection. Got it back on Main Box, but Mini Boxes won't connect. Tried all the usual, re-booting router, resetting, re-activating mini boxes, but nothing is working !!

Anyone able to help?!

[Aiden.]

Im having the same problem since the weekend also. 

[Sky2]

1. Reboot Everything in the Correct Order

Many people reboot devices, but the order can matter.

1. Turn off all Sky Q Mini boxes at the mains.

2. Turn off the main Sky Q box at the mains.

3. Turn off the router.

4. Leave everything off for at least 60 seconds.

5. Switch the router back on and wait until it is fully connected.

6. Switch on the main Sky Q box and wait until live TV is working.

7. Switch on each Mini box one at a time.

8. Check the Main Sky Q Box

On the main box:

Home > Settings > Setup > Network

Make sure it shows:

* Connected to Broadband
* Connected to Internet

If not, perform a Network Reset.

3. Reset the Mini Box Network Connection

On each Mini box:

Home > Settings > Setup > Network

* Highlight Status
* Select Reset

Follow the prompts and reconnect to the main Sky Q box.

4. Re-Pair the Mini Box

If the Mini box cannot find the main box:

* Press the WPS button on the main Sky Q box.
* Follow the on-screen instructions on the Mini box.

Sometimes the broadband interruption causes the Mini box to lose its pairing with the main box.

5. Check for Software Updates

Several users have reported Mini box connection issues after overnight software updates.

Check:

Home > Settings > System Info

Ensure both the main box and Mini boxes are running current software.

6. If Using Ethernet

If any boxes are connected via Ethernet:

* Check cables are securely connected.
* Try a different cable if possible.
* Reboot any network switches or powerline adapters.

7. Hidden Installer Menu (Advanced Users)

As a last resort:

* Press Home
* Scroll to Settings (do not select it)
* Press 0, 0, 1
* Press Select

This opens the installer menu where additional network diagnostics and reset options are available.

[Aiden.]

Thanks for that.

All done, multiple times over Saturday and Sunday. Seeing as many similiar issues are popping up on the forum since the weekend, something must have happened at source it seems, as theres a pattern forming now. 

[Sky2]

As you've already completed the reboot, network reset, and re-pairing procedures multiple times without success, and others have been reporting similar symptoms since the weekend, it may be worth looking for common factors rather than repeating the same troubleshooting steps.

A few things that might help establish a pattern:

Broadband provider.
Router model.
Whether the main Sky Q box is connected by Wi-Fi or Ethernet.
Number of Mini boxes affected.
Exact error message shown.
Date and approximate time the issue first appeared.

There seem to be several recent reports of Sky Q connectivity problems on the forum, but at present there is no confirmed statement from Sky identifying a common cause.

If enough users compare details, we may be able to determine whether this is an isolated equipment issue or something more widespread, and maybe that Sky, who monitors this, will come on and suggest something. 

[Invisiblename]

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@Aiden. wrote:

Thanks for that.

All done, multiple times over Saturday and Sunday. Seeing as many similiar issues are popping up on the forum since the weekend, something must have happened at source it seems, as theres a pattern forming now. 

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It's not clear who your router is supplied by, is it Sky or a 3rd party?

[Aiden.]

Third party, but its working flawlessly with all other devices in the house.

The Q box wont maintain the connection on either 5g or 2.4g wifi networks, nor ethernet.  Every other device is flawless over the router. 

[Sky2]

So, this raises more questions.

Has the router recently received a firmware update?
Did the issue start immediately after a broadband outage or loss of service?
If there is more than one mini box, are all Mini boxes affected, or just one?
Is the main Sky Q box still connecting to On Demand and internet services?
What exact error message is displayed on the Mini box?

[Sky2]

I've just found your message. You are not alone, and there are several things you can try here.

[Caro1970]

I’m back up & running now, but thanks!

[Aiden.]

What changed or what did you have to do to get it going again? 

[Caro1970]

The random message this morning about not having an IP Address was new, but didn't see it again. 
just went:

Settings

Network Connection (had a x)

Selected that

then followed through the instructions 

only thing we did differently was when it said press (the 2 arrow button) I pressed the one on the side of the router - literally the only button there.  Previously I was pressing the small Reset button on the back of the router 

we did 1 Mini Box at a time. They all followed the same process. if it doesn't work for you, I suggest you call [Removed] FAR more technical than main number people. 
Good luck !

Moderator actions: Removed phone number

[Invisiblename]

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@Aiden. wrote:

What changed or what did you have to do to get it going again? 

---

Being a 3rd party router, you are aware that the mini box connects directly to the main Sky Q not the router (as it does if you have a Sky router).?

[Aiden.]

Yep, Im aware of that. As the main box doesnt have a stable connection (due to I suspect a wifi adaptor failing), the Minis cant connect to the main.

My 3rd party broadband is active and stable, 1gig down, with many other devices connected successfully

[Sky2]

It just occurred to me, and I do this. I run an Ethernet cable from the router to the main SkyQ box. Just a thought.