Sky Q box won’t connect to network

[wendyl2308]

Sky Q box won't connect to the network which is Sky broadband. All other devices are connected. Tried multiple full resets on router and Sky Q box. Tried to connect using WPS and password. Mini boxes keep saying can't connect to Sky Q

[Quoman7]

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@wendyl2308 wrote:

Sky Q box won't connect to the network which is Sky broadband. All other devices are connected. Tried multiple full resets on router and Sky Q box. Tried to connect using WPS and password. Mini boxes keep saying can't connect to Sky Q

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Hi @wendyl2308 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on?

[wendyl2308]

@Quoman7 @Already tried that and other solutions in the community help, still won't connect, if I select connect to other router that's not Sky then my Sky WiFi is listed, it just won't connect

[Chodley]

And sorry for the dumb question but you're definitely hitting the wps button? It's not very well marked.

[wendyl2308]

@Chodley 😂 yeah took me a minute to find it though

[oldfella]

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@wendyl2308 wrote:

Sky Q box won't connect to the network which is Sky broadband. All other devices are connected. Tried multiple full resets on router and Sky Q box. Tried to connect using WPS and password. Mini boxes keep saying can't connect to Sky Q

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Hi @wendyl2308 

Do you have the new Sky Max broadband router?

[wendyl2308]

@oldfella I don't think so, I've had this quite a while, how new are they?

[oldfella]

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@wendyl2308 wrote:

@oldfella I don't think so, I've had this quite a while, how new are they?

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Hi @wendyl2308 

Normal router below.  WPS button location

The Sky Max one is white.

[wendyl2308]

@oldfella yeah I have the black one

[oldfella]

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@wendyl2308 wrote:

@oldfella yeah I have the black one

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OK @wendyl2308 

Is your main Q box connected OK?

edit 

if not how far is it from your router?

[wendyl2308]

@oldfella no that's the issue, main Q box says no network connection and when I try to connect it says failed. Tried both WPS and inputting password, it finds the network when I try to connect manually but when I input the password it fails. Because the main box has no connection, the mini boxes can't connect and neither can SkyGo

[oldfella]

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@wendyl2308 wrote:

@oldfella no that's the issue, main Q box says no network connection and when I try to connect it says failed. Tried both WPS and inputting password, it finds the network when I try to connect manually but when I input the password it fails. Because the main box has no connection, the mini boxes can't connect and neither can SkyGo

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How far is main box from router @wendyl2308 ?

Has it connected in the past?

[wendyl2308]

@oldfella it's in the next room where its been for years and worked absolutely fine

[oldfella]

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@wendyl2308 wrote:

@oldfella it's in the next room where its been for years and worked absolutely fine

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OK

Did you try connecting exactly as follows?

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 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.
You need to press the WPS button on the router within 2 minutes of the Network reset (ie while the WPS light on the Q box is still flashing)

[wendyl2308]

@oldfella I've tried numerous ways including that suggestion, I've tried unplugging both the router and sky Q box, tried pressing WPS both before and after selecting network reset as suggested in another post. All other devices (phones, ipads, laptops) are connected to the network with no issues. The mini boxes have kept saying can't connect to main Q box on and off for a little while now and live tv stops working on the mini boxes but now the mini boxes aren't working at all because the main box has no network