Sky box not connecting to internet

[AJSC]

Our main sky box will not connect to the internet. I have tried all that I can find listed in the community chats, does anyone have any other suggestions?

[oldfella]

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@AJSC wrote:

Our main sky box will not connect to the internet. I have tried all that I can find listed in the community chats, does anyone have any other suggestions?

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Hi @AJSC 

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.

[AJSC]

Thank you.

i have done all of these steps a few times with no success (we are on sky internet).

[oldfella]

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@AJSC wrote:

Thank you.

i have done all of these steps a few times with no success (we are on sky internet).

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If you have the New Sky Max router @AJSC 

then you need to connect it like a 3rd party router.

[AJSC]

Thanks, I've tried both ways, nothing seems to work.

we had an engineer come out and sort it last year, it worked for about 6 weeks and then hasn't been working since....

[Chodley]

Which Sky router have you got?

[AJSC]

I'm not sure of the make, we joined sky almost 2 years ago, so whichever one was around then.

the issue isn't with the internet as far as I can work out as everything else (inc the tv connected to the sky box) connect to the intervener. It's just the sky box...

[AJSC]

Sorry typo in that response should have said connect to the internet

[Chodley]

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@AJSC wrote:

I'm not sure of the make, we joined sky almost 2 years ago, so whichever one was around then.

the issue isn't with the internet as far as I can work out as everything else (inc the tv connected to the sky box) connect to the intervener. It's just the sky box...

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Has it not got a model number on it or anything?

yeah I know it's just the Sky box. It's always just the sky box. But the router matters because it treats the old sky routers differently from everything else.

2 years ago should still be the ones that worked by kicking off the process as a Sky router on the Q box then pressing this button?

[AJSC]

Yeh that's the type we have and I've reset it and used the WPS button to reconnect too (several times for both)

[AJSC]

Could you let me know how to book an engineer as they managed to sort it last time they came.

[Chodley]

I'll escalate this to the team on here. Look out for a blue & red chat bubble on e they pick it up. I don't think this should need waiting for an engineer.

[Lisa-P1987]

Thanks for escalating this. We’ve sent  AJSC an invite to chat.