Sky Q not connecting through Gigaclear

[Nick79]

Sky Q box connects to Gogaclear router but not to Internet despite Gigaclear providing Internet access to every othe device in the house.  Worked fine for last 5 years but failing now.  There seems to be an incompatibility between Shy Q box and Gigaclear ...

[MightyQuinn]

Hi @Nick79   In these situations it is best the power reboot everything. Switch everything off and then then plug everything back in in sequence, moving on the next device once the preious one is fully up. Order: Modem, Router, Sky Q Main box.  Do you have the lastest Linksys router MX5500?

[Nick79]

Thanks.  I have done the power downand re-booting.  Not sure what type of router I have do you think it could be a router fault or an incompatibility due to an out of date / old router ?

[oldfella]

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@Nick79 wrote:

Sky Q box connects to Gogaclear router but not to Internet despite Gigaclear providing Internet access to every othe device in the house.  Worked fine for last 5 years but failing now.  There seems to be an incompatibility between Shy Q box and Gigaclear ...

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Hi @Nick79 

Assume you cannot connect your Q box by Ethernet.

If not 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

As 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.

[Nick79]

Thanks.  I have tried conecting by Ethernet / Wired and by various WiFi routes with the same result.  Connecting to the router is OK but it cannot connect on to the Internet.  I have done multiplle re-sets, re-boots with total power down for the box and rebooted the router muliple times.....

[oldfella]

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@Nick79 wrote:

Thanks.  I have tried conecting by Ethernet / Wired and by various WiFi routes with the same result.  Connecting to the router is OK but it cannot connect on to the Internet.  I have done multiplle re-sets, re-boots with total power down for the box and rebooted the router muliple times.....

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Hi @Nick79 

When Q boxes are connected by Ethernet you can then switch off all Q box WiFi.

(provided you have no mini boxes on WiFi)

On the main Q box first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router.    Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
Provided you have no mini boxes on WiFi as soon as it connects go into the Q box hidden menu and turn off WiFi.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

[Nick79]

Thanks.  Tried switching off Sky WiFi.  Main box and mini boxes all connected by wire.  Mini boxes are showing a fault but I hope that fixing the main box will also fix any and all issues with mini boxes.  I have also tried abanding all wired connections and doing everthing through WiFi a=with same result....

[oldfella]

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@Nick79 wrote:

Thanks.  Tried switching off Sky WiFi.  Main box and mini boxes all connected by wire.  Mini boxes are showing a fault but I hope that fixing the main box will also fix any and all issues with mini boxes.  I have also tried abanding all wired connections and doing everthing through WiFi a=with same result....

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Hi @Nick79 

If your Ethernet cables are viable (fully correctly wired) you should have no issues with full Ethernet connection.  Thats assuming all boxes are connected by the same method to the same Network.   It's no good just switching off the WiFi and it's best to use the following procedure.

When all boxes are connected by Ethernet you can then switch off all Q box WiFi.

Start with main Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

Repeat the network reset on any minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for it to connect.
Once it is connected go into the mini hidden menu (same procedure as above) and turn off both bands of WiFi. Confirm before exit.

[Nick79]

Thanks again.  I believe the Ethernet cables are working and fully wired.  They worked fine for 5 years and I have swopped them around and used cables that work  - ie enable other devices to connect to the Internet.  I am also able to connect to the router (but not the Internet) through WiFi and get the same error.  I believe the problem lies in the software compatibilty between router and the Sky Q software - either there is a fault with the router  or some kind of firewall on Gigaclear's side preventing Internet access ??

[becklesmp]

Hi

We're also seeing the same issue with the sky mini box and not wanting to connect to a 3rd party (Gigaclear) provider.

We have the MX5500 router and additional mesh node which connects perfectly to other devices in the house, however the Sky Q Mini box keeps on dropping the connection. 

So far I've tried network resets, restarts, and moved the mini box next to the router for the initial network setup.

When I returned the mini box to the bedroom, the connection worked for 2mins and then promptly dropped out again.

Any additional suggestions would be more than welcome. 

Thanks

[Gonker63]

is this still an active post? We have the same issue & would like to discuss it further!

[Chodley]

Try changing your DNS on the sky box to 1.1.1.1 or 8.8.8.8

[Winnie13568]

@Gonker63 @Nick79 did you solve your gigaclear network connection issues? I am having the same problem.

[Gonker63]

No, my slave TV, connected via Sky mini randomly drops out - nothing Gigaclear recommended/supplied  even their "business" routers solved the problem.... they now say it is a sky problem....but I havent got more hours to devote on this..... 

[Chodley]

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@Gonker63 wrote:

No, my slave TV, connected via Sky mini randomly drops out - nothing Gigaclear recommended/supplied  even their "business" routers solved the problem.... they now say it is a sky problem....but I havent got more hours to devote on this..... 

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the router's irrelevant, the mini only connects direct to the Q (or other sky devices)

sky Q booster? So it pretends to act like a Sky router.