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Discussion topic: Sky Q will not connect to Internet and have tried all the various advice but nothing?

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This message was authored by collies This message was authored by: collies

Sky Q will not connect to Internet and have tried all the various advice but nothing?

Hi the Sky Q was connecting fine to the Internet which is Sky Broadband till Tuesday and when switching on the next day it would not connect so went through all the various advice and tips but still nothing! Is the Q Box faulty? Many thanks


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This message was authored by twilight+princess This message was authored by: twilight+princess Answer

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

You may have to re-enter the SSID & passphrase into the Sky Q.

Did you also try the Q reset I mentioned?

Virginia.
Diamond Sky VIP member.

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This message was authored by Deanos1975 This message was authored by: Deanos1975

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

I am struggling. My broadband is working as I am set up on internet, no problem... However I cannot connect to my Sky TV. I have just spoken to them and this young lady was helpful, however after selling me an upgrade I still have no sky TV.  I have been told i am being sent a booster, which I dont undesrtand as I live in a 1 bedroom flat.

 

Please help

This message was authored by GD1 This message was authored by: GD1

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Posted by a Superuser, not a Sky employee. Find out more

@Deanos1975  Not being able to connect to the internet should not affect Sky Q receiving TV channels as they are not delivered over the internet but by Satellite.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

This message was authored by twilight+princess This message was authored by: twilight+princess

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

When you turn on the Sky Q box do you see any channels & can you view these when selected? If not then the problem isn't your internet. 

Have you restarted the Sky Q box? Turn off via the remote, then unplug the box & wait for. 5 minutes then plug back in & turn it on.

Virginia.
Diamond Sky VIP member.
collies
Topic Author
This message was authored by collies This message was authored by: collies

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Thanks for reply and yes can get most Channels but no Catchup/Demand Apps or use Voice Acctivation on Remote? Hasve tried all the actions that are suggested and nothing seems to work!

This message was authored by twilight+princess This message was authored by: twilight+princess Answer

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

You may have to re-enter the SSID & passphrase into the Sky Q.

Did you also try the Q reset I mentioned?

Virginia.
Diamond Sky VIP member.
collies
Topic Author
This message was authored by collies This message was authored by: collies

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Yes tried what you suggested but nothing seems to work! sorry but not a tech person so what is the SSID and passphrase you mentioned?

This message was authored by twilight+princess This message was authored by: twilight+princess

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

It is like a username and password for the connection to the router. It is usually written down somewhere on the router. 

Virginia.
Diamond Sky VIP member.
collies
Topic Author
This message was authored by collies This message was authored by: collies

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Thank you so much for your help and will try this so fingers crossed!!

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Posted by a Superuser, not a Sky employee. Find out more

@collies wrote:

Thank you so much for your help and will try this so fingers crossed!!


Hi @collies 

As you are on Sky Broadband you need to connect your Q box by WPS and not by SSID and Password.

Carry out a Network reset on your Q box.

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 Sky router
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.

After selecting the Network reset you must press the router WPS button within 2 minutes before the reset times out.

 

collies
Topic Author
This message was authored by collies This message was authored by: collies

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Hi and thank you so much for the info and sadly this did not work either! think I will need to arrange an Engineer as  nothing else to try! but thank you again as very much appreciated

This message was authored by tracy2112 This message was authored by: tracy2112

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Did you fathom it as my sky Q box won't connect at all- very frustrating as was previously connected via a erthanet cable so not sure what's wrong with it

collies
Topic Author
This message was authored by collies This message was authored by: collies

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

Hi yes called in Sky and Engineer said it was an issue with the Sky Q Box so replaced it and all ok now!

This message was authored by Maggs This message was authored by: Maggs

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

My Sky Tv just says - canot connect to the internet.

 

This is an ongoing problem for some 2 months!

 

Sky advisors very helpful and I spent an hour resetting and following their instructions the firs time I called. A Booster was sent out (was advised it would be next day delivery but took 5 days  to arrive).

 

Unfortunatly this didnt work - called Sky help again spent another hour or so going through everything I was asked to do.  A Sky engineer was booked and came 2-weeks later.  

 

He replaced the Booster box and got things working  A couple of weeks later and we have had a power cut and lost the connection again.  Currently going though all the things I was asked to do  on past calls - nothing working so far.

 

After reading these posts I now think maybe it was a Sky Q box problem all along ? 

 

Any advise please as so fed up with this.

 

This message was authored by MartI80 This message was authored by: MartI80

Re: Sky Q will not connect to Internet and have tried all the various advice but nothing?

I've exactly the same issue, done all the trouble shooting possible multiple times and keep getting the unsuccessful connection message despite the fact the WIFi Internet is strong.

 

It's clearly a hardware issue. These Sky Q boxes are really bad compared to the predecessor Sky HD boxes in terms of reliability.

 

I dont want to call Sky call centres to go through the same troubleshooting I've done myself.

 

Can you suggest a solution to what seems a systemic issue with the Sky Q box?

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