Sky Q opens as normal but cannot view live or saved programmes

[KC64]

Opens as normal but when trying to view live TV it says there is a technical problem and screen stays black. Saved programmes show as being there and you can click to view them but they don't open. It lets you click on download and says it is complete but you cannot open them.  Broadband is working fine.

[stereohaven]

@KC64 

Have you tried unplugging the Sky Q box from the wall, leaving it for 5 minutes before plugging back in to reboot?

It's a good first step to clear many problems.

[Tracey139]

The hub is not connecting to the sky tv, when pressing wps button still nothing happens, this has been like this all week, im tired of not having wifi, we dont have it for our ring door bell, which is important, and also I need it for work, and I cant get nothing, why does this keep happening, we came back as we were promised it would be better this time, nothing has changed, something has to be done.

[stereohaven]

I think we need to move this to it's own thread in the broadband section @Tracey139. 

[oldfella]

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@Tracey139 wrote:
The hub is not connecting to the sky tv, when pressing wps button still nothing happens, this has been like this all week, im tired of not having wifi, we dont have it for our ring door bell, which is important, and also I need it for work, and I cant get nothing, why does this keep happening, we came back as we were promised it would be better this time, nothing has changed, something has to be done.

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Hi @Tracey139 

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then 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
If you are on Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if 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.