Sky Q box saying no internet connection

[Markhooper1973]

I have recently had a Sky Q 1tb box and 2No mini boxes installed. All 3 are hardwired Ethernet connected into Netgear GS105 switches which all go back to the Netgear router. Everyday the main box is saying there is no internet connection and I have to reboot the router on a daily basis. Anything Elise that is hardwired to the router is also effected but any devices connected through WiFi carry on working fine. This started happening the day after we had the Sky Q installed and happens at least once a day. Anyone have any ideas on why and how this can be rectified?

[oldfella]

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@Markhooper1973 wrote:

I have recently had a Sky Q 1tb box and 2No mini boxes installed. All 3 are hardwired Ethernet connected into Netgear GS105 switches which all go back to the Netgear router. Everyday the main box is saying there is no internet connection and I have to reboot the router on a daily basis. Anything Elise that is hardwired to the router is also effected but any devices connected through WiFi carry on working fine. This started happening the day after we had the Sky Q installed and happens at least once a day. Anyone have any ideas on why and how this can be rectified?

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Hi @Markhooper1973 

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

Start with 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.

Repeat the network reset on any minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for it to connect.
Once it is connected go immediately into the mini hidden menu (same procedure as above) and turn off both bands of WiFi. Confirm before exit.

[Markhooper1973]

Hi,

main box was set up to non sky router and all boxes have had WiFi switched off when they were being installed. Are you saying I need to go through the set up procedure again?

[oldfella]

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@Markhooper1973 wrote:

Hi,

main box was set up to non sky router and all boxes have had WiFi switched off when they were being installed. Are you saying I need to go through the set up procedure again?

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Hi @Markhooper1973 

Assume main Q box was set up wired to non Sky router?

Certainly worth going through the Ethernet procedure again.  WiFi needs to be turned off immediately following a Network reset.

[Markhooper1973]

I've been advised from sky to connect the sky q box and both the mini boxes directly to the router and not through the Netgear switches as this can cause connectivity issues with their boxes. I only have enough Ethernet ports on my router to hardwire the main sky q box so both the mini boxes will need to be changed from hardwire (into the switches) to WiFi connection straight to the router. Does anyone know the procedure in changing the mini set ups from hardwire to WiFi. I believe the sky engineer also switched WiFi off from all 3 boxes during install. I think sky and their engineers need to make it clear to people about the issues of setting up through network switches.

[oldfella]

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@Markhooper1973 wrote:

I've been advised from sky to connect the sky q box and both the mini boxes directly to the router and not through the Netgear switches as this can cause connectivity issues with their boxes. I only have enough Ethernet ports on my router to hardwire the main sky q box so both the mini boxes will need to be changed from hardwire (into the switches) to WiFi connection straight to the router. Does anyone know the procedure in changing the mini set ups from hardwire to WiFi. I believe the sky engineer also switched WiFi off from all 3 boxes during install. I think sky and their engineers need to make it clear to people about the issues of setting up through network switches.

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Hi @Markhooper1973 

Using Netgear switches here without issues.  Provided they are simple unmanaged switches there should be no issues.

As I have already posted if using full Ethernet it is important to carry out a network reset on each Q box (with the Ethernet connected and do not carry out any WPS) and turn off the box WiFi immediately it connects.

[Markhooper1973]

Thanks, I will try following your advice before I try sky method. Each of my boxes plug into a Netgear GS305 unmanaged switch. They all then go back to a Netgear GS308 unmanaged switch which plugs into Netgear router.