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Discussion topic: Sky q box will not connect to sky broadband again

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This message was authored by Charlie+64 This message was authored by: Charlie+64

Sky q box will not connect to sky broadband again

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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This message was authored by idol+the+bear This message was authored by: idol+the+bear Answer

Re: Sky q box will not connect to sky broadband again

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!

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This message was authored by oldfella This message was authored by: oldfella

Re: Sky q box will not connect to sky broadband again

Posted by a Superuser, not a Sky employee. Find out more

@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.


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
Topic Author
This message was authored by Charlie+64 This message was authored by: Charlie+64

Re: Sky q box will not connect to sky broadband again

There is no option showing to reset

This message was authored by oldfella This message was authored by: oldfella

Re: Sky q box will not connect to sky broadband again

Posted by a Superuser, not a Sky employee. Find out more

@Charlie+64 wrote:

There is no option showing to reset


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

That gives the same instructions to WPS

Charlie+64
Topic Author
This message was authored by Charlie+64 This message was authored by: Charlie+64

Re: Sky q box will not connect to sky broadband again

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. 

This message was authored by oldfella This message was authored by: oldfella

Re: Sky q box will not connect to sky broadband again

Posted by a Superuser, not a Sky employee. Find out more

@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. 


What WPS button are you pressing @Charlie+64 

Charlie+64
Topic Author
This message was authored by Charlie+64 This message was authored by: Charlie+64

Re: Sky q box will not connect to sky broadband again

The one on the side of the router 

This message was authored by oldfella This message was authored by: oldfella

Re: Sky q box will not connect to sky broadband again

Posted by a Superuser, not a Sky employee. Find out more

@Charlie+64 wrote:

The one on the side of the router 


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
Topic Author
This message was authored by Charlie+64 This message was authored by: Charlie+64

Re: Sky q box will not connect to sky broadband again

Yes they were both flashing. 

This message was authored by oldfella This message was authored by: oldfella

Re: Sky q box will not connect to sky broadband again

Posted by a Superuser, not a Sky employee. Find out more

@Charlie+64 wrote:

Yes they were both flashing. 


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
Topic Author
This message was authored by Charlie+64 This message was authored by: Charlie+64

Re: Sky q box will not connect to sky broadband again

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

This message was authored by Daniel-F This message was authored by: Daniel-F

Re: Sky q box will not connect to sky broadband again

Posted by a Sky employee

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

Daniel
Community Moderator
This message was authored by Chodley This message was authored by: Chodley

Re: Sky q box will not connect to sky broadband again

Posted by a Superuser, not a Sky employee. Find out more

@Charlie+64 wrote:

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


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
Topic Author
This message was authored by Charlie+64 This message was authored by: Charlie+64

Re: Sky q box will not connect to sky broadband again

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 

This message was authored by Chodley This message was authored by: Chodley

Re: Sky q box will not connect to sky broadband again

Posted by a Superuser, not a Sky employee. Find out more

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.

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