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Discussion topic: Sky q box won’t connect to broadband

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This message was authored by JohnofDublin This message was authored by: JohnofDublin

Re: Sky q box won’t connect to broadband

I was also having a problem connecting Sky Q box to my new WiFi Router. My UniFi router I discovered was set by default to WPA2/WPA3. As soon as I changed it to WPA2 Only I was able to connect immediately . The Sky Q box only supports WPA2. This might help some of you.

This message was authored by Keith88 This message was authored by: Keith88

Re: Sky q box won’t connect to broadband

Don't just push the button on router....push it and hold it. Keep holding it until tv screen displays..... connecting. Then when connected I released the button and all good 👍 

This message was authored by nicholas+smith This message was authored by: nicholas+smith

Re: Sky q box won’t connect to broadband

I've tried everything. Even got sky to send out a new router. All other devices connect, except the sky q box. Tried your way, and still no joy. Status says Connected to Router, not connected to internet.

its as though there is a conflict between the old sky q boxes, and the new sky broadband hub.

 

it worked perfectly with my previous old sky router.

 

I am literally tearing my hair out.

This message was authored by Laing1 This message was authored by: Laing1

Re: Sky q box won’t connect to broadband

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

@nicholas+smith wrote:

I've tried everything. Even got sky to send out a new router. All other devices connect, except the sky q box. Tried your way, and still no joy. Status says Connected to Router, not connected to internet.

its as though there is a conflict between the old sky q boxes, and the new sky broadband hub.

 

it worked perfectly with my previous old sky router.

 

I am literally tearing my hair out.


@nicholas+smith can you confirm what the router is that you have from the link below

 

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articl...

 

If it's definately the black broadband hub then this does work as I have had one since 2019 and it has always connected I still have a V2 Q box from 2017 never tried it with the older V1 Q box from 2016 as had swapped over to the newer box V2 box and never tried the newer V3 Qbox as my V2 has always worked.

Can you tell us exactly what you have tried ie have you reset the router to factory settings by pressing the reset button on the back then trying to connect your Q box to it by way of the WPS button ? 


I may be a Sky Superuser but I am still just a Sky customer

Sky Q 2 TB (Silver)Box, 2 Mini boxes since June 2016, all connected by wifi
Sky Broadband Hub/SR203, Sky Ultrafast broadband
Ultimate on Demand, Q Experience/UHD, Sky Sports, Sky Cinema
LG 49SJ 810 V UHD TV, Google Pixel 7 Pro mobile
This message was authored by Vj05 This message was authored by: Vj05

Re: Sky q box won’t connect to broadband

Thank you! This worked!!

This message was authored by nicholas+smith This message was authored by: nicholas+smith

Re: Sky q box won’t connect to broadband

Hi @Laing1 ,
I have the Sky Broadband Hub.
Had it installed about 3 weeks ago, and have had nothing but trouble since. All phones and ipads connect seemlessly, but the Q box won't. I have had it connected once, but it dropped out later that day.

I have followed the entire Sky help over the phone, with 2 different people, to no avail.

I have even had Open Reach out to move / re-wire the Hub into the lounge, where the Q box is.
This was a last ditch effort to improve wifi to the Q box, and to my daughter's bedroom above.

She now has excellent wifi through the ceiling of the lounge, but the Q box still refuses to connect.

I have forced a software update on the Q box, and reset the router several times. Power cycled it for several minutes at a time also.

I have gone through the Network Reset process on the Q box, to the point where it says press and hold the WPS button on the router.

The orange light on the Q box starts to flash, so I start the router wps going. Both flash for a minute or two, then the box reports back that it is connected to the router, but not the internet.

Sky sent out a new Hub, and I get exactly the same results.

On a side note, I have a PC and xbox through an ethernet cable, with a TP switch at the end.

The ethernet cable is a brand new CAT6, and the switch is brand new, as I thought my old switch was duff.

When the PC and xbox manage to connect, the speed is full chat at 147mb/s. But, sometimes, they refuse to connect unless I restart the ethernet adaptor on the PC several times, and unplug / re-plug the ethernet to the xbox several times. Then it seems to wake up and connect.

It's almost as though the Hub isn't automatically dishing out addresses or something.

I used to have the Sky Q Hub, and everything worked as it should. Then, I upgraded to Full Fibre.......

This message was authored by MA1023 This message was authored by: MA1023

Re: Sky q box won’t connect to broadband

Yes, I tried the suggestion, but it does not work

 

Get it fixed !!

 

This message was authored by Laing1 This message was authored by: Laing1

Re: Sky q box won’t connect to broadband

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

@nicholas+smith as I said I got my broadband hub in 2019 then upgraded to FTTP last year. My broadband hub is in the hallway and the main Q box in the living room about 30 foot away from the broadband hub with a mini box in the extensuon at the back f the house and a further mini in the master bedroom with no problems of connection on any of them

Seeing as you have had 2 hubs I wonder if it is in fact a problem with your Q box but trying to cnvince Sky of this and get a replacement is a  different story it might be worth trying to get an engineers visit where they could try a differnt Q box and if that works then it may be worth losing all/any recordings if its the same problem with another box then the engineer would need to investigate further


I may be a Sky Superuser but I am still just a Sky customer

Sky Q 2 TB (Silver)Box, 2 Mini boxes since June 2016, all connected by wifi
Sky Broadband Hub/SR203, Sky Ultrafast broadband
Ultimate on Demand, Q Experience/UHD, Sky Sports, Sky Cinema
LG 49SJ 810 V UHD TV, Google Pixel 7 Pro mobile
This message was authored by Mishapenclaw This message was authored by: Mishapenclaw

Re: Sky q box won’t connect to broadband

@howz10 That worked!

 

Press the WPS button on the Sky router until it flashes, then go to the Sky Q box and ask it to search for the Sky router using WPS.  Took a good minute or so, but it got there.

 

Such a silly system.  I don't see why it can't connect to the router with the password.  It was confusing that WPS didn't appear to be working and I would input the correct password and it still wouldn't work.

This message was authored by GBR22114 This message was authored by: GBR22114

Re: Sky q box won’t connect to broadband

FWIW I've had a similar problem with the Q box losing connection to my router, even when using a cable. Only device in the house that does this 🤬

This message was authored by nicholas+smith This message was authored by: nicholas+smith

Re: Sky q box won’t connect to broadband

All solved and sorted now, thanks everyone for the input.
I had a LAN through to my office, then on the end of that, I had a little Voinets wifi dongle, to create a boosted wifi signal in the office, as my laptop doesn't have an ethernet port.

I unplugged it whilst the Sky guy was in the lounge, performing yet another WPS. Suddenly, the sky box connected on WPS as it should.

All has been fine since.

Cheers

This message was authored by Ayemort This message was authored by: Ayemort

Re: Sky q box won’t connect to broadband

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!

 

This message was authored by ZOMMA333 This message was authored by: ZOMMA333

Re: Sky q box won’t connect to broadband

How do u change it?

This message was authored by Damian740 This message was authored by: Damian740

Re: Sky q box won’t connect to broadband

HOWS10 you are a total legend.

 

this worked 1st time, had been pulling my hair out, thank you 🙏 

 

This message was authored by Damian740 This message was authored by: Damian740

Re: Sky q box won’t connect to broadband

Totally agree, Sky could have told me this 

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