Sky q box will not connect to sky broadband again

[Charlie+64]

Tried everything I've read on here and no success. This happened about a month ago and after about a week it finally connected. Bit of a joke really as the only equipment in the house that won't connect to sky broadband is the sky q box. Any suggestions please that doesn't involve the bin.

[oldfella]

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@Charlie+64 wrote:

Tried everything I've read on here and no success. This happened about a month ago and after about a week it finally connected. Bit of a joke really as the only equipment in the house that won't connect to sky broadband is the sky q box. Any suggestions please that doesn't involve the bin.

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Hi @Charlie+64 

Have you tried a Network reset exactly as follows:-

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.
As 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.

[Charlie+64]

There is no option showing to reset

[oldfella]

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@Charlie+64 wrote:

There is no option showing to reset

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There is the option to connect by WiFi to Sky Router @Charlie+64 

That gives the same instructions to WPS

[Charlie+64]

There is the option to try and connect to the router. Press the wps button till it flashes. Press connect to sky and it searches with flashing light on the front then nothing. 

[oldfella]

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@Charlie+64 wrote:

There is the option to try and connect to the router. Press the wps button till it flashes. Press connect to sky and it searches with flashing light on the front then nothing. 

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What WPS button are you pressing @Charlie+64 

[Charlie+64]

The one on the side of the router 

[oldfella]

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@Charlie+64 wrote:

The one on the side of the router 

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Hi @Charlie+64 

Was the WPS light also flashing on the Main Q box when you pressed the WPS on the router?    They only flash for 2 minutes.

[Charlie+64]

Yes they were both flashing. 

[oldfella]

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@Charlie+64 wrote:

Yes they were both flashing. 

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Hi @Charlie+64 

If you cannot get it connected you need to ask Sky for a Sky Q WiFi booster to position midway between the main Q box and the Router.   They are obliged to send these free of charge to aid connectivity issues.

[Charlie+64]

The router is only about 10 feet away from the box and it's been ok for the last few year.

[Daniel-F]

Hi @Charlie+64

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Chodley]

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@Charlie+64 wrote:

The router is only about 10 feet away from the box and it's been ok for the last few year.

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I would be using ethernet over that distance. Q's wifi is dreadful. 

but the escalation may get it resolved. Has done for others.

[Charlie+64]

The WiFi works all around the house and has never been a problem for the sky box before. Still waiting for them to get in touch 

[Chodley]

The wifi isn't the problem. I'm sure it works great for everything else. The way Q uses it is. Sooner or later everyone seems to have a problem with it.