Sky Q won’t connect

[simontaylor77]

Hi

ive switched to fibre today with a non sky provider as they cannot supply fibre where I am

I have Ethernet connected the Q main box to a new TP link router (ditched the crappy free one for a premium one)

Q box says it is connected to router and also connected to internet but won't let me  download or Netflix or anything - settings says it is connected but the home page says different

have tried 2.4ghz WiFi and get same - connected and says all fine but won't let me download or anything 

it's driving me nuts!

have done a reset of box and also factory reset of box and still the same

im trying to avoid calling their tech support team as I know they will just blame the WiFi provider but everything is working fine on Ethernet and WiFi just the damn Q box that doesn't want to play

any suggestions welcomed!!

thanks

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Hi @simontaylor77 

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.