Sky Q box no internet but router is fine

[Mrs3D]

Sky Q box keeps dropping internet connection. Other devices connected are all fine and no issues. 
Frustrating as can't use any on demand features at times throughout the day. 

[oldfella]

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@Mrs3D wrote:

Sky Q box keeps dropping internet connection. Other devices connected are all fine and no issues. 
Frustrating as can't use any on demand features at times throughout the day. 

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Hi @Mrs3D 

Assume this is your mainQ box?

Have you carried out a Network reset exactly as follows?

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.

[Mrs3D]

Yes have reset it many many many times.  Just so frustrating everything else works! 

checked the connection speed and get 38 - 50 mb .. 

only the sky with issues.. broadband fibre connection owned by sky too so would except it to work.. 

[oldfella]

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@Mrs3D wrote:

Yes have reset it many many many times.  Just so frustrating everything else works! 

checked the connection speed and get 38 - 50 mb .. 

only the sky with issues.. broadband fibre connection owned by sky too so would except it to work.. 

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hi @Mrs3D 

You could try resetting the Sky router by pressing the reset button.

Then when it is fully back up and running try another Network reset.  Assum you are using WPS to connect?

[Mrs3D]

Wil try setting it up again. ..

[DomDoom]

I am experiencing exactly the same problem with a loss of internet connection to my SkyQ box.  I have tried to reset both using WPS and a manual: password reset but the box is not reconnecting.  Very frustrating!

[DomDoom]

I am experiencing the same problem.  Have tried both WPS and password reconnect but still not working!

[Mrs3D]

Switched router off and powered off sky box. Waited until router had come up. (Suggestion on other thread) powered back on sky box. Then reset up the WiFi. Using wps button.

was ok last night but will monitor over next couple of days 

Fingers crossed, I do have a new router but am a bit scared to replace, as both me and partner rely on the connections for work. 

[SimmyB]

I have the same issues too, I have sky broadband. If the Internet drops all other devices (phones, tablets, smart tvs, stats) reconnect after a few seconds, the sky Q box doesn't reconnect. I have to turn the router off and the sky box off and reset everything every few days. So frustrating, this kit is so flakey.

[Chodley]

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@SimmyB wrote:

I have the same issues too, I have sky broadband. If the Internet drops all other devices (phones, tablets, smart tvs, stats) reconnect after a few seconds, the sky Q box doesn't reconnect. I have to turn the router off and the sky box off and reset everything every few days. So frustrating, this kit is so flakey.

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The internet drops every few days??

[BobGtey]

Nothing on here is likely to help. This is a problem with Sky systems which it is about time they sorted. Box has problems with on demand but works with apps like Netflix, Amazon, iPlayer etc once you hit a spot when Sky Q shows them.

[Chodley]

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@BobGtey wrote:

Nothing on here is likely to help. This is a problem with Sky systems which it is about time they sorted. Box has problems with on demand but works with apps like Netflix, Amazon, iPlayer etc once you hit a spot when Sky Q shows them.

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Well, except the solutions that people have found on here from people offering their help, suggestions and expertise.

[Mrs3D]

Did all things suggested and all seemed to work ok .... for about an hour then back to not connecting. 

Gonna speak to sky.. paying a lot of money for something that isn't working. 

[BobGtey]

Sorry I was not referring to the site in general just this specific problem which is clearly due to Sky software as the many people with it will know. If you go into network settings there are two ticks you need constantly, one for network one for internet. If the network one is stable and your internet is dropping out playing with WiFi or Ethernet cables will not solve anything just waste your time and money. I had this problem with my HD box and blamed that.

[Chodley]

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@BobGtey wrote:

Sorry I was not referring to the site in general just this specific problem which is clearly due to Sky software as the many people with it will know. If you go into network settings there are two ticks you need constantly, one for network one for internet. If the network one is stable and your internet is dropping out playing with WiFi or Ethernet cables will not solve anything just waste your time and money. I had this problem with my HD box and blamed that.

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I was talking about this specific problem. I had all sorts of issues including exactly that "internet tick coming and going" and playing about with wifi and ethernet resolved it and it's been super stable and fast for 2 years now.