Sky Q box no internet

[herc73]

Hi, all of a sudden Sky Q box has decided it's not got an internet connection, either on WiFi or ethernet. Have reset network settings and restarted the box. Internet is fine have multiple other devices wired and wireless all working with no issues, have plugged two laptops in to the same network socket with same cable and both work fine. Any other ideas before contacting customer service tomorrow 🫣

[oldfella]

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@herc73 wrote:
Hi, all of a sudden Sky Q box has decided it's not got an internet connection, either on WiFi or ethernet. Have reset network settings and restarted the box. Internet is fine have multiple other devices wired and wireless all working with no issues, have plugged two laptops in to the same network socket with same cable and both work fine. Any other ideas before contacting customer service tomorrow 🫣

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Hi @herc73 

Ethernet connection should be faultless.

When boxes are connected by Ethernet you can then switch off all Q box WiFi.

(assuming you have no mini boxes on WiFi)

On the main Q box and first carry out a Network reset with the Ethernet connected.

Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go immediately into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

[Chodley]

Disable wifi and reset the network choosing wired. Should work.

[herc73]

Hi, thanks for the advice, have disabled the WiFi, reset settings and restarted box again, no joy!

Have even restarted all my network equipment, even though I know everything is ok, currently sat playing Black Ops 7 beta online and my son's Playing EA 26 upstairs all through the same connection as my Q box, all my cameras, alarm system and smart devices are all online too....so have definitely ruled out an internet issue 🤷

[Chodley]

What happens when you do the network reset and choose "wired"?

[herc73]

It says it's resetting, then goes back to the settings page - says it has an IP address and gateway address. But no internet connection, all other 26 devices on my network are on the internet with no issues and I can see traffic from the Q box to the router.

[Chodley]

No DNS address?

[herc73]

Yes DNS is there as it should be sorry should have stated that too 👍

[Chodley]

Maybe try changing that to 8.8.8.8 or 1.1.1.1

if it can see the router and internet but not access anything that's the only obvious thing that might cause those kind of symptoms

Not that Q's networking ever behaves in obvious ways.

[herc73]

Well it's just decided to start working again this morning all by itself 🤷 

Thanks for the community assistance though 😃 

Hate technology 🤣 definitely in the wrong job 🤣