Sky Q mini box

[Margaret19450]

My sky Q mini box upstairs keeps freezing.  This happens when watching live tv or recorded. Could this be an issue with the router as this is downstairs. It does show as being connected when I look on the settings.

[oldfella]

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@Margaret19450 wrote:

My sky Q mini box upstairs keeps freezing.  This happens when watching live tv or recorded. Could this be an issue with the router as this is downstairs. It does show as being connected when I look on the settings.

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Hi @Margaret19450 

if you are on Sky Broadband then your mini can connect by WiFi to your router.

However if you are on 3rd party broadband then the Q box must use the WiFi from the main Q box.

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
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.

Reboot the mini as above.
If the mini still does not connect try 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 main Q box.
You will be asked to press the WPS button on the main Q box (not the mini).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box

[Margaret19450]

Thank you, I am with sky for my broadband and I have tried all the suggestions. I have had the mini box for a few years, however late last year I got an updated router. It seems that the Wi-Fi is weaker now upstairs for some reason. 

[oldfella]

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@Margaret19450 wrote:

Thank you, I am with sky for my broadband and I have tried all the suggestions. I have had the mini box for a few years, however late last year I got an updated router. It seems that the Wi-Fi is weaker now upstairs for some reason. 

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Is the router nearer to the mini than the main q box @Margaret19450 ?

[Margaret19450]

No the mini box is upstairs and the router and main sky Q box are downstairs 

[oldfella]

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@Margaret19450 wrote:

No the mini box is upstairs and the router and main sky Q box are downstairs 

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Yes understood @Margaret19450 

But which is closest to the mini?

[Margaret19450]

The router is in the room underneath where the mini box is.  The sky Q box is in the next room to the router.

[oldfella]

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@Margaret19450 wrote:

The router is in the room underneath where the mini box is.  The sky Q box is in the next room to the router.

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So Assume you have carried out a Network reset on the mini and then pressed the WPS button on the router?

If this hasn't connected the mini successfully then you may need a Q booster positioned somewhere convenient between the router and the mini.

[Margaret19450]

Yes carried out a reset. Where can I can a q booster from? 

[oldfella]

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@Margaret19450 wrote:

Yes carried out a reset. Where can I can a q booster from? 

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Hi @Margaret19450 

Sky will supply you with one.

They should be free of charge to aid Q connectivity issues

[Margaret19450]

Thank you so much. Sorry for the blunt replies, I am not very good on the tablet.