Sky Q box not receiving internet connection

[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. 

[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.