Sky minibox losing internet connection. Unusable. Sky automated helpline is u helpful amd cuts you o

[SkyCustomerDIY]

I try to call sky about a broadband issue but they direct me to a public forum while increasing my price. My mini box upstairs is no longer connecting to the Internet. 

[oldfella]

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@SkyCustomerDIY wrote:

I try to call sky about a broadband issue but they direct me to a public forum while increasing my price. My mini box upstairs is no longer connecting to the Internet. 

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Hi @SkyCustomerDIY 

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button.

Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.

[SkyCustomerDIY]

Thank you for the prompt reply. I've tried all of the above except a booster. The issue occured on Wednesday last week. Been ok for a couple of year's. Need sky to help diagnose the line possibly as the Sky Mini box says connected to router ok, but the Internet item has a cross, then flicks to a tick, then goes back to a cross. 

[Chodley]

It's a Q issue, not a broadband issue. Try the steps in post 7 in the thread below and also have a look at the link in post 8.

wifi networks are dynamic, partly due to interference sources changing over time, partly due to the Q's "clever" networking doing stupid things, so the fact it worked for a couple of years is sadly no guarantee it will stay like that.

https://helpforum.sky.com/t5/Sky-Q/Sky-q-box-not-linking-with-Wi-Fi/m-p/4504698#M618552

[SkyCustomerDIY]

I'll give it a go when I am back home as I'maway until Friday now leaving the house with no working Minibox, thanks for digging out the associated post.

For visibility of Sky: Very disappointed customer that Sky are not available on hand when I tried to get hold of them yesterday during their opening hours and pointed me to a community forum. Seems a very strange way to self-serve a complex issue. Now the issue is prolonged over multiple days exacerbating the frustration and disappointment. 

Thank you.

[Chodley]

Normally you can persevere with the phone system to get through to a human.

but agree it's a cost cutting tactic. The joys of capitalism and the eternal demand for profit growth.