Sky Q box won't connect to modem (sky modem)

[Dee00]

I lost my connection for no reason as worked fine until yesterday.  When manually adding password it says wrong password when I 💯 know its correct as we never changed password.   Tried everything but no connection.  Do I need an engineer sent out 

[oldfella · Accepted solution]

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@Dee00 wrote:

I lost my connection for no reason as worked fine until yesterday.  When manually adding password it says wrong password when I 💯 know its correct as we never changed password.   Tried everything but no connection.  Do I need an engineer sent out 

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Hi @Dee00 

First reset your broadband router.
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.
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.
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 Sky Broadband with the new Sky Max (white) router then you need to connect it as if it is a 3rd party router.
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.

[Dee00]

I've reset sky modem and nothing ..I've powered off sky box for while and nothing the Internet works on ALL other devices except my Sky  Q box . Thanks for reply 

[oldfella]

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@Dee00 wrote:

I've reset sky modem and nothing ..I've powered off sky box for while and nothing the Internet works on ALL other devices except my Sky  Q box . Thanks for reply 

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Have you tried the Network reset as per my post @Dee00 ?

If on Sky Fibre with the new Max (white) router then you connect using SSID and password.

If you have the black Sky router then you need to use WPS (all as per my previous post)

[Dee00]

I think my WPS button is broken as dosent seem to be pushing in? Odd as was all OK yesterday. 

[oldfella]

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@Dee00 wrote:

I think my WPS button is broken as dosent seem to be pushing in? Odd as was all OK yesterday. 

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Hi @Dee00 

Are you pressing the correct button?