Sky q won’t connect to internet but router says it’s connected

[DPowell3185]

With the recent weather my sky q disconnected from the router (or so it said). 

I have gone through all of the reset processes, reset sky q box, reset router etc (and lots of suggestions from other posts on this board) but to no avail. 

I connected to the router with my phone and it lists all of the devices that it's connected to which includes "Sky+HD" which I assume is the sky q box as I have no other sky devices, but it's still saying it's not connected. 

any suggestions?

[Tom-W19]

Hi @DPowell3185 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Quoman7]

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@DPowell3185 wrote:

With the recent weather my sky q disconnected from the router (or so it said). 

I have gone through all of the reset processes, reset sky q box, reset router etc (and lots of suggestions from other posts on this board) but to no avail. 

I connected to the router with my phone and it lists all of the devices that it's connected to which includes "Sky+HD" which I assume is the sky q box as I have no other sky devices, but it's still saying it's not connected. 

any suggestions?

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Hi @DPowell3185 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on?

[Lisa-P1987]

We are still looking to help you DPowell3185 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[DPowell3185]

Hi, sorry for the delayed response. Unfortunately rebooting the hub, SkyQ box hasn't worked so I have had to arrange for an engineer to come out ☹️