Sky Q not connecting to BT broadband

[VickiB2]

Message says no internet connection. Gone to settings and re entered the password. Still says connection unsuccessful. Broadband is connected to all other devices ok. 

[Mark39]

Try restarting both your BT Hub and your Sky Q box by turning them both off at the plug for a minute. 

[icesteelman]

Hi @VickiB2 

From your post I presume that you are connecting via WiFi. When I was with TalkTalk Broadband before recently moving to Sky I had to connect my Sky Q TV box via  ethernet cable as any WifI connection kept dropping out and needed to be re-connected as you seem to be describing.  Searching the internet it would seem Sky Q boxes wifi connection is often unreliable except with a Sky Router !

The simplest way to do this is likely to purchase a pair of HomePlugs, one to position near the router and one near the Sky Q box. Connect these to the router and Sky Q using ethernet cables and re-configure the Sky Q box to hard wired not Wifi and it should work. Of course this relies on having an available/free power socket near each device and so that might be an issue, but you can get Home Plugs that also function as a power socket which is how I have used them in the past.

I am sure there are other members on here that can expand on this but if I managed to do this I think most people can 😀

Good luck

[VickiB2]

This didn't work. Still cannot connect. Will phone up sky to cancel contract. 

[Chodley]

The nuclear option. Cool, I like it.

[VickiB2]

No point paying £110 a month for something I can't use ... 🤷🏼‍♀️

[Chodley]

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@VickiB2 wrote:

No point paying £110 a month for something I can't use ... 🤷🏼‍♀️

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Well, most of the 110 is for satellite delivered content and you could doubtless get the internet connnection working as many of us have. e.g. by using powerline adapters. M

but I like the "I'm off because Q's wifi is garbage" approach, because it is and they need to feel the financial pain of it.

[stereohaven]

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@VickiB2 wrote:

This didn't work. Still cannot connect. Will phone up sky to cancel contract. 

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Whilst turning boxes on and off clears many ills, we would need more detailed information to offer better help.

Which BT Smart Hub do you have?

Unless you have Sky broadband, the Sky Q box will not connect to the 5ghz band, only 2.4ghz. On the Smart Hub 5, you cannot split the WiFi bands like you can on their older hubs, which can cause issues with older kit like Q.

One work around is to turn off the 5ghz band on the BT Hub to help get the Q box connected before turning it back on. There are plenty of threads in the community that can walk you through it, just search for "BT Smart Hub".

[VickiB2]

I've had the bt hub (think it's 6 the newest one) for over a year with no problems. Just randomly decided it won't connect now. 

[stereohaven]

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@VickiB2 wrote:

I've had the bt hub (think it's 6 the newest one) for over a year with no problems. Just randomly decided it won't connect now. 

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If you go into the hub admin, does it tell you when the firmware was last updated?

I had a Sky Q + BT Smart Hub 2 (aka Hub 6) set up running without issue for a few years, so I know it can work well. 

Is the hub close enough to run an Ethernet cable to the Sky Q hub and take wireless out of the equation, just to check if it does connect really, just in case the WiFi on the Q box is fried.

[Tman1]

I too have same problem. I'm with bt broadband and have to switch it on and off everyday and put passwords back in. It's a pain and no cure for it.. I too am leaving .I've had enough.

[stereohaven]

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@Tman1 wrote:
I too have same problem. I'm with bt broadband and have to switch it on and off everyday and put passwords back in. It's a pain and no cure for it.. I too am leaving .I've had enough.

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There are lots of potential cures, this community is full of them from people who have similar issues with both BT and EE hubs.

Ces't la vie.