Sky Q - No Internet Connection with Virgin Media Broadband

[dino9898]

Today noticed I could not download anything to my Sky Q box - using virgin broadband. All my other devices in the house are working fine. No issue with my Broadband.

Tried restarting router

restarting Sky Q Box

Doing a network reset on Sky Q

nothing works. It was all working last night - but today seems dead. Have tried everything. Anyone got any ideas on this ? thanks

[Chloe-W22]

Hey @dino9898,

Are you on VM Broadband by any chance? Virgin Media are investigating an issue with Sky Products connecting to the internet today, the main chain is on the Glass board 🙂 

[dino9898]

Hi yes I am with Virgin Broadand using Sky Q box (not glass) thanks will check the other board you shared

[Chloe-W22]

No probs, it's getting looked at as we speak.

PS - I'm going to amend your title slightly so other Sky Q customers can find it if they are experiencing the same 🙂

[dino9898]

Cheers Chloe - to clarify this virgin router/hub issue is affecting both SKY Q and Sky Glass customers ?

thank  you )

[Chloe-W22]

It is unfortunately, Q, Glass and Stream

[dino9898]

well at least its not local to my equipment so will just wait this out for Virgin & sky to find the fix

thank you for clarifying this )

[dino9898]

All back up and running again for those who aint seen the other thread - and others saying its all working again - happy days )

[Gail+0963]

Message on TV says it looks like you do not have Internet connection right now

Second box says there is  problem with network setup

I have held WPS as suggested no luck

[oldfella]

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@Gail+0963 wrote:

Message on TV says it looks like you do not have Internet connection right now

Second box says there is  problem with network setup

I have held WPS as suggested no luck

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Hi @Gail+0963 

Try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router.
If you are on Sky broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

[Lindsey87..]

Can I ask what others did for everything to be up and running again? I've had this issue for months and driving me mad. Sky Q box and VM net. Thanks 😊 

[Vikkipads]

I am suffering the same issue. I have turned both Sky Q box and my Virgin router off and on 4 times now, I have reset the network and still says connected but no Internet. All my other devices i.e. phones, tablets etc all work as they should. Any ideas on a fix

[AvcommTV]

Hi

I have multiple clients calling us to say that there Sky Q has no internet connection. We have attended 2 already and found both had Virgin Broadband. I have now attended another with the same fault and can not get any internet on sky Q and only Sky Q. 
All other network connections are fine. 
Too much of a coincidence that they all have the same set up with Virgin Broadband. 
can this please be checked. I also have the same issue at my own home . Have seen there was an issue a few months ago but apparently resolved. 

[Laing1]

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@AvcommTV wrote:

Hi

I have multiple clients calling us to say that there Sky Q has no internet connection. We have attended 2 already and found both had Virgin Broadband. I have now attended another with the same fault and can not get any internet on sky Q and only Sky Q. 
All other network connections are fine. 
Too much of a coincidence that they all have the same set up with Virgin Broadband. 
can this please be checked. I also have the same issue at my own home . Have seen there was an issue a few months ago but apparently resolved. 

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@AvcommTV Afraid you are not contacting Sky's customer services on here, this is a customer to customer forum where customers help each other.

Has virgin sent a firmware update for their routers recently ?

[AvcommTV]

Hi

yes i know

just thought it may get to sky quicker as trying to get a hold of anyone there or at Virgin Media is a nightmare. 
also just in case anyone else is having the same issue. We have had a good few calls today with the same problem and as I said also at my own home with the same set up.