Sky Q internet connectivity issue with Virgin Broadband today

[studixon]

Hi

i also have the same issue today. It's connecting to the router but not connecting to the internet. We have Virgin Media broadband too. I tried phong Sky but was text a link to the forum to try sort it myself. I have tried resetting both router and Sky Q box but nothing has worked.

[AvcommTV]

Hi @studixon 

Exactly the same issue on all my clients with Virgin broadband and my own. Looking like it's a virgin media issue. We are based in Glasgow so unsure if it's localised or wider! 
We come across issues like this often and neither of the providers will admit there's an issue. If there is just post it to save people wasting time and in some cases money calling out  service engineers such as ourselves to check the problem. 

[RMCB1980]

Sky Q not connecting to virgin media broadband in Glasgow. Having issues connecting to Internet...... note connected to router no problem Internet speed 396mbs

Phones , xbox all connecting with full bar connection. Internet status not connected. Done all the usual resets, router on/off , sky q box on/off and reset network settings and still no joy. Does anyone know how to go about fixing this ? 

Cheers  Ross

[DK0904]

Same issue here, also on Virgin Broadband and also in Glasgow. 

Can get TV channels and recordings, but nothing else.

Have tried multiple times to reset the network/internet connection but it fails each time, despite entering the correct password etc.

This also means our Sky mini box upstairs doesn't work at all.

Presuming this might be and wait and see type of thing. Hopefully gets sorted soon.

[Trekker60]

For me I keep having to reset my Virgin password on my Sky Q box.  Almost becoming daily.  It's got worse last few days. Was fine when I got my new hub 5 a few weeks ago - and I get great speeds with everything else.  It's just Q and Virgin issue

Very annoying. Especially with the looong passwords

[RMCB1980]

Just off the 2nd call with sky , 1st call dropped when put to speak about an engineer had been on the call 45 mins and not happy when call dropped. Called again to be told to go through the same steps, told them I have just done all that check your last agents call record and what was detailed about the call. Pushed for engineer to be told that department was now closed. Due a call back tomorrow at 11.30 also asked them to note a break in service from today until its fixed and that I want reimbursement,  someone knows how to fix it if they don't fair does but will be coming off my monthly subscription. I can't fathom it Internet signal is fine on phones, xbox just not sky q for some reason. That tells me the Internet service provider is providing got to be an issue with the sky q box ?

[RMCB1980]

Infact Trekker now you mention it we have recently got a new router from virgin, great speed and all that comes with it, also this seems to be the only common factor in the issue ? Perhaps it's issues with the new router then 🤔 

[DK0904]

Are you in/around Glasgow too?

My router has worked fine for 4 years, so not sure its about it being anew router. Maybe just a Virgin issue

[studixon]

Hi 

I am in Ayrshire so not too far from Glasgow. Mine still isn't working and tried all the resetting advice. 

[Pogit]

[content removed]  Also if you have more than a few devices the DNS / local IP assignment becomes useless.  I've had to set mine up to use a NAS box as a gateway pointing to an external DNS such as 8.8.8.8 since I did that I haven't had any problems.   

even the 60 and 120 resets didn't fix the problem and can infact lock you out of the hub as it changes the default settings in the setup and doesn't reset them correctly.   Honestly VM middleware is so bad it's not funny, the only reason they have customers left are ones that are happy with plug and play or use their own routers. 

Moderator note: language removed

[12rounds]

Another Glasgow based user here with VM broadband, having connectivity issues. 

Tried all the usual resets. 

All other devices except for Sky Q working fine. 

[Glasgow+Toad]

I'm having the same problem. Internet and wifi are working fine. I've reset the connection and selected LAN but it then comes up with a Sky broadband name (despite my router being Virgin) but still not connecting.

I have done the same with the WIFI connection and no luck. I've switched both off, done the test without the LAN. Still nothing.

[Euan55]

I'm having the same problem. My Virgin broadband is working for other devices but not for my Sky Q box and I have attempted to reset and put in the router password on several occasions 

[KRDrummer]

 have the same problem. Power down the Q box and it re-connects but after a time will disconnect. Used to happen once a month but now it's twice a day. Very frustrating as online checks say there is nothing wrong

[Vassky]

Exact same thing started happening with me today.  Live in Kirkintilloch, not far from Glasgow, Virgin Broadband.  All other devices connect fine so it's either Sky Q or the Virgin router that's at fault.  Actually relieved to see others are having the same thing happen and it isn't my fault!