Sky Q - No Internet Connection with Virgin Media Broadband

[JimFCW]

Also based in Glasgow, same problem since 4th Sept... everything working fine except the Q box couldn't see the internet. Spent quite some time turning everything on and off, resetting etc. Got through to Sky and arranged for engineer to come later this week.

But, then found this thread, made the DNS 1.1.1.1 change, q box off and on, and everything is now working normally again!

Many thanks to the poster of the 1.1.1.1 fix. (Now to cancel engineer visit, as I don't want my box removed with its recordings, or my network setup messed up!)

[JimFCW]

Just to add... forgot to say I'm also on Virgin broadband

And, when I went to cancel engineer, I saw the following:

"If you cancel or reschedule your visit on the day or the day before, or you miss your visit, you may be charged £25 on your next bill."

Fortunately I've got a few days, so got my cancellation in!

[Pogit]

You and everyone else here want to register a complaint with Virgin though as we should be force to use a public DNS I mean to have a major network in this country not to have a working DNS is disgraceful.  And for their premium hub to fail if it has more than 10 devices in it is a laughable really.  Mind you out side of the forums you'll be lucky to get the to admit the fault exists let alone admit it's them that have cause it 

[Chodley]

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@Lindsey87.. wrote:

I've had this issue on and off for months, nothing solves it that I and Sky have tried. I was told that the fault was first flagged in March this year and was working on being solved... 6 months later still happens for me (tried the settings everyone is mentioning, works for a while then back to same problem) 

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Could be a different problem.

[Chloe-W22]

Hey everyone! And if you're new here, welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related.

Apologies I haven't posted on this thread sooner, I wanted to confirm we know about an issue with Virgin Media broadband connecting to your Sky Q box and does look to be area specific to Glasgow and roundabout areas - thanks for helping us identify that.

Some other users have posted a workaround but I'll post some more information when we know more about this!

[OtisRedding]

Issues appear to have been resolved, thanks to all. 

[Scoj]

Indeed it was happy days

[ericabercrombie]

I've been out for the day and returned about an hour ago to find that my system seems to be running properly again.....without anything having to be done by myself🤷🏼‍♂️

[crazyjim]

WHen I try to click CONFIRM with new DNS 1.1.1.1 it just doesnt happen. Do I need to change all settings to that?

[ShirJavid]

I had a similar problem and contacted Sky helpdesk and after spending over 30 minutes they told me that they needed to transfer me to the Engineering Department and then the phone was cut off.

However, being an IT professional for over 40 years I suspected the problem was the communication between Sky Q and the Virgin router. To address this I connected an old Belkin 150 Wireless router to my Virgin router using an ethernet cable. I then connected the Sky Q box to the Belkin router using an ethernet cable and I reset the network etc. After that, the problem was solved. Just to add, you need to reconnect all your mini sky boxes, if you have any, which is a simple task.

[Chodley]

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@ShirJavid wrote:

I had a similar problem and contacted Sky helpdesk and after spending over 30 minutes they told me that they needed to transfer me to the Engineering Department and then the phone was cut off.

However, being an IT professional for over 40 years I suspected the problem was the communication between Sky Q and the Virgin router. To address this I connected an old Belkin 150 Wireless router to my Virgin router using an ethernet cable. I then connected the Sky Q box to the Belkin router using an ethernet cable and I reset the network etc. After that, the problem was solved. Just to add, you need to reconnect all your mini sky boxes, if you have any, which is a simple task.

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Suspect that solution will be temporary - roughly until the Q box decides it's had enough of that new shiny.

Is there a DHCP server running on that router?

[Chodley]

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@crazyjim wrote:

WHen I try to click CONFIRM with new DNS 1.1.1.1 it just doesnt happen. Do I need to change all settings to that?

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Absolutely not.

[TBTVSport]

Same problem just cropped up here on the sunny South Coast.

Have tried the 1.1.1.1 workaround but it's really slow and just buffers.

I'm paying all my bills and, frankly, shouldn't be wasting my precious time trying to get this sort of stuff working.

[SamDCFC]

Yeah as above same problem here in the South now (Sussex) spent the whole evening messing with my VM Router settings etc. setting the DNS to 1.1.1.1 has worked for now.......

How will we know when this is fixed?!

[SamDCFC]

Well I say setting DNS to 1.1.1.1 has worked; it gives some sort of Internet connection but as mentioned above it is pretty unusable it is so slow.......