Sky Q box has suddenly lost internet connection

[Doug6]

My Sky Q box has suddenly lost internet connection although it shows connection to my broadband. I have reset both my Sky box and my router but this hasn't resolved the issue.  I have checked my broadband connection and all other devices have no problems. Can you please advise?

[oldfella · Accepted solution]

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@Doug6 wrote:

My Sky Q box has suddenly lost internet connection although it shows connection to my broadband. I have reset both my Sky box and my router but this hasn't resolved the issue.  I have checked my broadband connection and all other devices have no problems. Can you please advise?

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Hi @Doug6 

Have you carried out a Network reset on the Q box.

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. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party 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.

[Doug6]

I have done both of these but still have no connection.

[Doug6]

I think I confused the reset with the wps button and have now restarted it which has worked. Thanks for your help with this.

[Alan1952]

This keeps happening to me on a regular basis every six weeks or so. The Sky Q box says it is connected to my BT Router but there is no internet connection. All other devices in the house are connected fine. The solution here sorts it out but it is right faff entering the SSID. As it is happening frequently is there a total fix or should I contact Sky?

[Duncan339]

My Skq Q box has lost connection with my Sky router. I haver tried the network reset numerous times without success. I have also tried setting the network connection up again by identifying my Sky router and entering the password however it stull days unsuccessful connection. This is strange as the Sky Q box can see my Sky router but cannot connect even though I have entered the correct router password. All my other devices in the house are working fine. Very frustrating. 

[Maxdepreciation]

Scroll down to Settings but DON'T select it.

Hit 0,0,1 then enter.

Scroll down to Newtork and turn 5GHz off.

Save then unplug your box for a few minutes to help save the settings.

Worked for me.