Sky q box will not connect to sky broadband again

[Charlie+64]

OK will see what they come up with, if they get in touch 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Charlie+64.

[idol+the+bear · Accepted solution]

Try resetting the Sky router by pressing the button on the back of the router, this works differently to rebooting by turning on and off at the mains. After resetting go back to the main Q box and search for your WiFi network- hopefully it will now show up!

[Charlie+64]

Bingo, thank you so much. Worked and connected straight away. Will remember this for next time. 

[BRENDANDEVLIN]

Hi, thanks for this solution, tried everything else to resolve issue without success but this worked!

[Baz9]

Hi i have reset box on numerous occasions but lights are all green on router took about 2 hours thought that was it but on television says q box not connected to broadband so have pressed button on back of router loads of times but to know avail, I can get into my phone OK now but can not get Netflix u tube or sports channels on tv Can you help please me thank you

[BRENDANDEVLIN]

Hi, all I can tell you is that when I pressed reset the sky Q box began working properly again within literally a couple of minutes, and I had the same problem again over the weekend and the reset worked again, so it sounds to me that you have a different issue. I don't know if you have tried switching off your router and switching it back on?

[LeeCornwall]

Tried everything from what must be every suggestion on here but sky q will not link to router.

[Ayemort]

I had this problem today and below is the solution which worked for me. I have Sky broadband, and the Sky Q box was the only device that won't connect to it, either with the WPS button or manualy entering the Wifi password.

Some background:

I read on another post that if you have a different broadband provider you need to connect to the 2.4Ghz network. For anyone that doesn't understand this, basically most modern internet routers will send out 2 signals, a 2.4Ghz signal and a 5Ghz signal. 5Ghz (or 5G, not the same as your phones 5G btw) is a faster signal but is more prone to interference, so won't travel as far. It seems that the Sky Q box doesn't connect to a 5G wifi signal, it needs to be a 2.4Ghz signal.

In my case, my router was set up to broadcast the 2.4Ghz signal and the 5Ghz signal using the same SSID (same wifi name). This is not a problem for any other device I have ever used, they seem to connect to whichever signal is appropriate for the device.

For the Sky Q box, it just fails because it might be trying to connect to the 5G signal instead of the 2.4 signal.

My solution:

I did a full factory reset on the Sky router (gold down the reset button for like 10-20 seconds). The Wifi password will reset to the default which is written on the back of your router. Connect to that. Then connect to the settings page of your router - open a browser and brows to 192.168.0.1 (or maybe 192.168.1.1). If you don't know how to do this, basically instead of browsing to www.google.com enter 192.168.0.1

Once in here, click Wifi tab and it will ask for a username and password. The username is admin and the password is the default Wifi password. In the Wifi 2.4Ghz settings, rename your wifi network to whatever you would like, untick the box "Synchronise 2.4 GHz and 5 GHz Settings" and change your password to whatever you would like. Now click apply, then navigate over to "5Ghz Wifi Settings" and change the Wifi name (SSID) to something different. In my case I called the 2.4Ghz signal "Wifi-2.4" and the 5Ghz signal is called "Wifi". I have the password set the same for both. Click apply and then go ahead and try to connect to the network on your Sky Q box now. Hopefully it works!

[Chodley]

5G is not an "official" shorthand for 5GHz, precisely because of the confusion you mentioned with 5G mobile networks.

When you're using a Sky router the Q absolutely can use a 5GHz connection. But those, while they can handle higher data transfer rates than 2.4, are not so great at penetrating walls etc. suspect that might be the cause of your problem and why the solution worked.

[Ayemort]

No at one point I had the router in the same room and it still wouldn't connect so that's not what the cause was.

[Chodley]

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@Ayemort wrote:

No at one point I had the router in the same room and it still wouldn't connect so that's not what the cause was.

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On a Sky router? That's very strange. Interesting solution.

[Mabs23]

I've done absolutely everything. This is an ongoing issue. We have had an open reach engineer out twice and we are waiting for a 3rd visit. The last engineer worked so hard to solve the issues. But said it seems to be the sky q box. Apparently there were alot of problems with the 1st Generation boxes. The engineer said he would request a new box. Never received it and the problem continues. Why am I paying for Sky Broadband if it's forever breaking 

[Chodley]

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@Mabs23 wrote:

I've done absolutely everything. This is an ongoing issue. We have had an open reach engineer out twice and we are waiting for a 3rd visit. The last engineer worked so hard to solve the issues. But said it seems to be the sky q box. Apparently there were alot of problems with the 1st Generation boxes. The engineer said he would request a new box. Never received it and the problem continues. Why am I paying for Sky Broadband if it's forever breaking 

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Sorry are you saying an Openreach engineer was supposed to arrange for a new Sky Q box??