Sky Q box will not connect to Sky broadband

[Kerry7307]

Last weekend the Internet went down, since then I have tried everything to connect Sky Q Box back to Sky Broadband. Nothing has worked. I've reset, rebooted, you name it! Had enough now. Any help would be appreciated, thank you 

[oldfella]

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@Kerry7307 wrote:

Last weekend the Internet went down, since then I have tried everything to connect Sky Q Box back to Sky Broadband. Nothing has worked. I've reset, rebooted, you name it! Had enough now. Any help would be appreciated, thank you 

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Hi @Kerry7307 

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a 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.

Sky Q router WPS button.

[Kerry7307]

Thank you, I've just tried all of this but it still has not connected. Anymore options? 

[oldfella]

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@Kerry7307 wrote:

Thank you, I've just tried all of this but it still has not connected. Anymore options? 

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What happens when you carry out the Network reset @Kerry7307 

Does the WPS light flash on the Q box?

Did you press the WPS button on the router within two minutes?

What colour was the Router WPS button flashing?

[Kerry7307]

@oldfella yes the wps light flashes orange on both the router and sky q box. Yes I did this within 2 minutes 

[oldfella · Accepted solution]

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@Kerry7307 wrote:

@oldfella yes the wps light flashes orange on both the router and sky q box. Yes I did this within 2 minutes 

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If you reset the Sky Router first with the reset button then I cannot see anything else you can do @Kerry7307 

Apart from contacting Sky for a Q WiFi booster to position midway between the Q box and the router.

I suppose you could first try a Reset Settings on the Q box first and then try the complete procedure again (reset router etc etc)

Try a Reset Settings in the Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

[Kerry7307]

@oldfella thank you for all your help, after trying this for the 2nd time it's finally connected. Very much appreciated 🙂

[oldfella]

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@Kerry7307 wrote:

@oldfella thank you for all your help, after trying this for the 2nd time it's finally connected. Very much appreciated 🙂

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Hi @Kerry7307 

Did you have to try the Reset Settings or just repeat the first procedure?