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Discussion topic: Sky Q box has no broadband connectivity

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This message was authored by VickiBaker This message was authored by: VickiBaker

Sky Q box has no broadband connectivity

Hi I'm hoping someone can help. I've tried every step online and also with an agent on Friday but still having the problem. My sky Q box cannot connect to broadband so we can't watch Netflix it any other apps, or use voice control. I also can't seem to actually call the right number tk book an engineer. We're with sky for broadband which is working fine, the sky Q box will just not connect to it. We also have a mini box in another room which has issues too as it now can't connect either. Any bell would be appreciated, or a phone number that will actually get me an engineer visit. Or do I just give in and order a new box? Thanks 

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This message was authored by nigea99 This message was authored by: nigea99

Re: Sky Q box has no broadband connectivity

Posted by a Superuser, not a Sky employee. Find out more

@VickiBaker wrote:

Hi I'm hoping someone can help. I've tried every step online and also with an agent on Friday but still having the problem. My sky Q box cannot connect to broadband so we can't watch Netflix it any other apps, or use voice control. I also can't seem to actually call the right number tk book an engineer. We're with sky for broadband which is working fine, the sky Q box will just not connect to it. We also have a mini box in another room which has issues too as it now can't connect either. Any bell would be appreciated, or a phone number that will actually get me an engineer visit. Or do I just give in and order a new box? Thanks 


hi @VickiBaker 

 

I am sure you have done this but may I suggest you give this another try:

 

First do a power down restart of your router.

 

Next is to restart your main SKY Q box :

Use the remote to place it into standby mode
Then remove the power to it (either switch off at mains or remove the power plug)
Wait at least 30s
Then re-apply the power & wait for it to fully restart - this may take a few minutes.

Once the main box is restarted do the same power down on each of the mini boxes.

 

 

Phone number wise :

 

If you have the MY SKY app I think you may be able to find a number there - especially if you are a SKY VIP member
If not go this page & scroll to the bottom and expand the link need more help & scroll down

https://www.sky.com/help/home

If you have SKY Mobile or SKY Talk land line then I think you can also call 150

 

Unfortunately I think there can be an art in navigating the phones so that the bots don't just refer you back here

 

 

VickiBaker
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This message was authored by VickiBaker This message was authored by: VickiBaker

Re: Sky Q box has no broadband connectivity

Thank you so much, I got very lucky this morning and got straight through to someone who knew what they were doing! I had to force a reset of the box from a 'secret' menu after clearing the storage a bit (I was told it has to be under 70% full) and then switched standby mode from eco to auto. All fixed, and happy kids which is a godsend on the first day of half term!

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