Sky Q lost network connection after changing ISP

[Oenone575]

I have a Sky Q box and two mini boxes, which have all been working well. Until today, my internet was provided by Virgin Media. When the Sky Q system was installed, a Sky Wifi router was set up, and all three of the Sky boxes connect to this. The Sky WiFi router is connected to my Virgin Media router with an Ethernet cable.

Today I switched from Virgin Media to a new internet provider. All my many devices appear to be working perfectly, apart from Sky Q which states that it is unable to connect to the internet.

I have tried resetting the Sky Q box and telling it to connect to a Sky Broadband router. It asked me to hold the WPS button on the router, which I did until its light flashed. However after a while the Sky Q box said that it couldn't connect.

I also tried connecting the Sky Q box directly to my own WiFi network (which is definitely operational). It connected, but then told me there was no internet access. My phone, connected to the same network, is working fine.

As a result, I can't access any on-demand services, and the two mini boxes are completely inoperable as they can't connect to the main Sky Q box.

Can anyone please advise what I need to do to get everything connected again? I've already tried power-cycling everything, including the Sky WiFi router, but nothing has worked.

Thanks!

[Chodley · Accepted solution]

That's not a Sky router, it's just a booster/wifi access point. They can help with wifi issues but are not mandatory.

Try connecting thee sky box direct to the actual router's wifi

[Oenone575]

Ah interesting, I had thought until today the Sky Q box was required to connect through Sky's WiFi booster. I've connected it directly to my own WiFi network now. It does appear to be back online and the miniboxes are connecting again, so that's a huge step forward. I am finding that downloading on-demand programmes is failing more than it used to, I'll keep an eye on that and see whether it keeps happening.

Thanks for the suggestion!