Sky Q box disconnected from BT router will not reconnect. Have reset router and box,. What else?

[PeteM1953]

Sky Q box disconnected from BT router a few days ago and will not reconnect. I have reset both the Sky Q box and the router twice and re-entered the password at least a dozen times. There have been no changes to the locations of any of the equipment. What more can I do?

[Tom-W19]

Hi @PeteM1953 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Quoman7 · Accepted solution]

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@PeteM1953 wrote:

Sky Q box disconnected from BT router a few days ago and will not reconnect. I have reset both the Sky Q box and the router twice and re-entered the password at least a dozen times. There have been no changes to the locations of any of the equipment. What more can I do?

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Hi @PeteM1953 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on, then do the same with any Mini boxes?

[PeteM1953]

Hi @Quoman7 

Thank you so much for your advice. I had done these things but not exactly in the sequence that you suggested.

I'm pleased to say that my Sky Q box is once again connected to my router.

Thank you again for your invaluable suggestion and for saving my sanity and what hair I have left.

Kind regards

@PeteM1953