Sky Q box will not connect to wi-fi after router upgrade to sky fiber

[andy-h]

We have had Sky Q for several years with the main box, and 3 mini satelliter boxes in other rooms, all connected through the sky q wi-fi router that came with it. All running for years with little issues.

we have now been upgraded internet (as the old phone lines used for internet are to be disconnected) to sky fiber. For which they have replaced the wi-fi router with a different one (stands upright).. this router does not have the WPS button that is on the old one, that is used to connect the sky q boxes, similar to pairing 2 bluetooth devices.

since this was switched out, the main sky q box refuses to connect to the new router by wi-fi.

i have changed the new router's SSID to be the same as the old router, and also changed the password to match.

All other wi-fi devices in the house (amazon alexas, ipads, smart tv's, mobile phones etc) all automatically connect to the new router without any issues.

the o ly way i got anywhere with the main sky q box to connect is using a physical network cable. But this is not possible for the mini sky q boxes.

none of the devices have been moved from the location where they were working fine before.

after searching online and looking through these forums, i tried a bunch of things to see if they will work to no avail.

i have tried:

going into the router wi-fi settings, unticking the synchronise 2.4ghz and 5ghz setting.

i changed the SSID on both the 2Ghz (SKYXXXXX) and the 5Ghz (SKYXXXXX5G) sub-pages to be different (as it seems the sky q boxes may be trying to connect to the 5Ghz connection when both the 2Ghz and 5Ghz have the same name.

i tried changing the security options to the 3 different available (wep, W2A, and W2A/mixed mode).

None of these, or anything i try will work.

when i go through the network reset settings in the sky q box menu, and select to connect to another provider's network (because the first option only works with the sky q router using the wps button) my router's SSID is visible, and i try to connect to it (and i am 100% entering the correct password)  the connection fails every time.

And i have tried completely unplugging everything for 30 seconds, i have tried the reset button on the back of the sky fiber router (bith holding it down for 10 seconds for a full reset - which I then had to re-program the SSID again) and after that, just pressing the reset button to restart the router - still, the sky q box cannot connect.

unless i can get the box to connect using wi-fi, it seems the mini boxes won't connect.

so PLEASE anyone have a clue why this is not working?

[Laing1]

@andy-h is the new router black or white ?

[Chodley]

Must be the white one

In theory, you should be able to connect the Q over ethernet and the minis over wifi via the router - someone said recently they had this working but it never has for me, they couldn't find the Q box and if I remember correctly, they want a Q connection first, from which they figure out the wifi connection rather than the other way round.

I would be inclined to harass Sky for a Q booster which you can plug into the router over ethernet and then use as your WPS link.

[andy-h]

New router is black.

[Chodley]

Hmm. That should have a WPS button somewhere   Low down on the right edge?

[andy-h]

But why should i need a sky booster if nothing has been moved - and the main sky q box is literally next to the wi-fi router, on the same shelf! It can detect the wi-fi, it brings up the SSID but it just can't connect.

It suggests to me that there is something going wrong with the box's communication to the router and maybe the encryption - when i have a chance, i may try disabling all WPA for a moment to see if it still has a problem connecting if there's no password needed just to see what happens.

[Laing1]

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@andy-h wrote:

New router is black.

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@andy-h the WPS button is on the right hand edge of the router as @Chodley says I have the same router as you have now 

[TimmyBGood]

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@andy-h wrote:

New router is black.

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[TimmyBGood]

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@andy-h wrote:

 and the main sky q box is literally next to the wi-fi router, on the same shelf! 

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In that case I'd suggest using an ethernet cable.

[Chiz2]

I'm having exactly the same issue altough I don't use Sky wifi. Upgraded o fibre optic and purchases the wifi extenders. all other devices are working fine except my Sy Q mini box which once conneted automatically defaults to no connection when the box is switched off. Now it's stuck on a page and not responding to the remote.

[Chodley]

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@Chiz2 wrote:

I'm having exactly the same issue altough I don't use Sky wifi. Upgraded o fibre optic and purchases the wifi extenders. all other devices are working fine except my Sy Q mini box which once conneted automatically defaults to no connection when the box is switched off. Now it's stuck on a page and not responding to the remote.

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Re-pair the remote

so you were on Sky bb and now you're not?

[andy-h]

Thanks, i will check the side of the router for the WPS button and try again using that if it has it

[andy-h · Accepted solution]

Found the WPS button, and it worked - annoyed i hadn't noticed it on there. When it did work though, it seemed to take a LONG time, like 10 minutes before it connected. And they are riht next to each other. Next i have to try the mini boxes, but now i know there's a WPS button im hoping they'll be ok too.

thanks everyone for the replies.

[Chodley]

Sometimes devices can be TOO close for wifi to work cleanly.