Sky Q connectivity issues

[SkyCustomer22]

Hi all,

We have had an issue with our sky Q mini box for a while now. Our main box is on the ground floor we then have a signal extension box on our first floor and finally the sky q mini box on the third floor.

When the engineer first installed the box it had some connection to the tv - this lasted for about 5 minutes before connection was lost, for the months following that we had internet connection on the tv where we could access netflix and other on demand apps but we could not use sky tv itself.

recently we have updated our BT router box, our main box seems to have picked this up fine and continues to work without issue but now the sky Q mini box displays "There has been a problem finding your Sky Q box on the network" we have tried to resolve this a number of times through reconnecting the signal extender and the mini box but to no avail. It would be great to get the internet connection back on this and get the tv channels working too (something that has never worked for more than a couple spells of 5 minute intervals)

Very grateful of anybody that is able to point me in the right direction, cheers!

[oldfella]

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@SkyCustomer22 wrote:

Hi all,

We have had an issue with our sky Q mini box for a while now. Our main box is on the ground floor we then have a signal extension box on our first floor and finally the sky q mini box on the third floor.

When the engineer first installed the box it had some connection to the tv - this lasted for about 5 minutes before connection was lost, for the months following that we had internet connection on the tv where we could access netflix and other on demand apps but we could not use sky tv itself.

recently we have updated our BT router box, our main box seems to have picked this up fine and continues to work without issue but now the sky Q mini box displays "There has been a problem finding your Sky Q box on the network" we have tried to resolve this a number of times through reconnecting the signal extender and the mini box but to no avail. It would be great to get the internet connection back on this and get the tv channels working too (something that has never worked for more than a couple spells of 5 minute intervals)

Very grateful of anybody that is able to point me in the right direction, cheers!

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Hi @SkyCustomer22 

Assume your signal extender is a Sky Q booster?

Have you completely reset the Q booster.

Maybe best to first reboot the main Q box.

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

When the Main Q box is back up and running reboot the Q booster by disconnecting the power lead for 30 secs and then reconnecting.

Then 

First you would need to connect the booster to the main Q box using WPS on both devices.

Once the booster is connected then you need to carry out a Network Reset on the mini.

Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with Booster (ie nearest Q device).
You will be asked to press the WPS button on the booster  (not the mini as the Network reset will start the mini WPS automatically).

[SkyCustomer22]

Hi @oldfella, thanks for the reply!

I have tried pretty much this whole routine (bar the reset of the main box) a couple times in the past, I have just tried again now following your steps including the main box reset and have ended up in a similar place.

I can view my box, it tells me what is on all the sky channels etc. however none of the on demand apps are on show and when clicking to view a channel it reads "Please check your subscription entitles you to view this channel on this box. Otherwise, if you're using this box for the first time, please wait a few minutes." 

We do have the correct subscription for this box and the channel I am attempting to view is only bbc 1 so no added subscription needed. When the Engineer originally came to install the box he did have some issues with the connection of this box too, and mentioned possibly needing a cable to run through the house. Just wondering if you have any other suggestions on how it could possibly be fixed without the need to get a sky engineer in. Thanks again.

[oldfella]

Hi @SkyCustomer22 

Seems that the WiFi is just not getting through to the mini.

Do you get any message onscreen when you carry out a Network reset on the mini?

Assume this is difficult if you have to move to different levels to do the WPS.

I suppose you are pressing the booster WPS within 2 minutes after Network reset.

If you have the option to run Ethernet to all Q boxes from your router then this would be the ideal scenario.  This can done directly or through simple unmanaged Ethernet switches.

This could also be done with Powerline units connected to the router and any boxes where you cannot run Ethernet.

However bear in mind that Powerline is not guaranteed as it depends heavily on the condition and complexity of your mains circuit.  All levels would have to on the same consumer unit and it could work on different Ring Mains.  But again no guarantees of success.

Running Q boxes on full Ethernet means that all Q box WiFi can be turned off.