Sky Q box won't connect to internet only by cable

[draig123]

Sky Q box fine until a few days ago. Now won't connect to Internet via the router unless I connect a cable direct from router to Sky Q box. 

Can't have a cable trailing across floor. 

Any suggestions what's suddenly happened to the connection.  Internet was down last week for a while, Sky issue. 

[oldfella]

---

@draig123 wrote:

Sky Q box fine until a few days ago. Now won't connect to Internet via the router unless I connect a cable direct from router to Sky Q box. 

Can't have a cable trailing across floor. 

Any suggestions what's suddenly happened to the connection.  Internet was down last week for a while, Sky issue. 

---

Hi @draig123 

Assume that you are on Sky Broadband.

First reboot the router (again?) by disconnecting the power,lead for 30 secs and then reconnecting.

When the router is completely back up and running carry out a Network reset on the Q box.

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.
As 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.  You have 2 minutes after the network reset to press the router WPS button.

[draig123]

Done all of that, doesn't work. 

[Chodley]

Have escalated to Sky. (Honestly I'm done with trying to diagnose Q's wifi)

Watch out for a blue chat bubble.

[Tom-W19]

Thanks for escalating. We've sent an invite to @draig123.

[Addie15]

Update-We are closing this session now but if there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.