Sky Q box not connecting to internet even after factory reset

[Fima]

Hi all, network guy here! Have a Sky Q box which is hard wired. Network has stopped working on the box, shows connection to the router but not the Internet. This is a Ubiquiti Amplifi mesh on FTTP. All other devices in the house are fine (big house, lots of other devices). Amplifi rebooted, patch cable changed, lan cable tested OK with laptop. I have reset network using engineer menu. I have factory reset the box. It gets an IP but never gets Internet. I changed to WiFi, it connects to the Internet but loses connection once trying to access demand TV and goes back to no Internet. Amplifi has no firewall so its not blocking, I cannot ping the sky q box on the lan.

Is this a broken sky q box? If so, how do you get a replacement these days?

[oldfella]

Hi @Fima 

How have you carried out the Network reset.

If you tried to do this in the Hidden menu you probably carried out a Reset Settings which does not reset the Network.

Network Reset is  found in Q box Home - Settings - Setup - Network.
With the Ethernet connected Highlight Status and then select Reset on the right hand side. Follow instructions to connect wired to 3rd party router.
Do not carry out any WPS and just wait for the Q box to connect.

[Fima]

Hiya, yes did exactly that and when it didn't work I factory reset the whole thing which kills all config including network settings. Have tried using wired option and third party wireless and neither of those worked with the exception the WiFi connected initially and then broke again.

[robbiemckuk]

I have very similar issues. Works for a few days and then everything needs to be switched off and on. Everything else in the house has access to the internet via mesh and fibre to the house. Tried wired, non-wired, different channel options in setup.

[TimmyBGood]

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@Fima wrote:

Is this a broken sky q box? If so, how do you get a replacement these days?

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Log an issue with Sky, but don't mention the Ubiquiti kit.

If a replacement box is the same then you'll know where to look next.

[Fima]

Thanks all, Sky are now replacing the box.

[Ron21]

I have the same issue. sky are visitng for the 5th time in 6 weeks!

[Sal136]

I have the same issue - but it happened after I signed up for a newer broadband package not due until mid September - they said they couldn't call and engineer out for my current broadband that isn't working - unless I cancelled the new broadband first - I asked if engineer could just upgrade package earlier if he was coming out anyway - apparently not .  So cancelled order and still awaiting call back for engineer have had issues for over a week and work from home - I genuinely don't know which way to turn - any advice appreciated