SkyQ Box not connecting to EE Hub for internet connection

[AlexCHar]

Hey All,

I have just switched my broadband to an EE Hub and having diffculty getting my SkyQ box on the internet.

SkyQ recognises that Broadband is connected but has no internet connection, either on Wifi or ethernet connection.

The EE Hub is definitley working as we have other devices (laptops/mobiles/alexa) connected via wifi and ethernet cable, so it looks like a combatibility or configuration issue.

Additional info, on Wifi connection SkyQ correctly identfies the EE Wifi ID XXXXXXX

But on etehrnet, SkyQ randomly popluates the Connection with an unknown Sky ID. e.g. Sky1234 and this not/was not my previous Sky Broadband ID

Anyone one with wisdom and experience of this and any suggseted fixes would be appreciated.

Thanks

[oldfella]

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@AlexCHar wrote:

Hey All,

I have just switched my broadband to an EE Hub and having diffculty getting my SkyQ box on the internet.

SkyQ recognises that Broadband is connected but has no internet connection, either on Wifi or ethernet connection.

The EE Hub is definitley working as we have other devices (laptops/mobiles/alexa) connected via wifi and ethernet cable, so it looks like a combatibility or configuration issue.

Additional info, on Wifi connection SkyQ correctly identfies the EE Wifi ID XXXXXXX

But on etehrnet, SkyQ randomly popluates the Connection with an unknown Sky ID. e.g. Sky1234 and this not/was not my previous Sky Broadband ID

Anyone one with wisdom and experience of this and any suggseted fixes would be appreciated.

Thanks

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Hi @AlexCHar 

First reset your broadband router.
On 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a Network Reset found in Q box Home - Settings - Setup - Network.
To connect by WiFi:-

• Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
  On 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

To Connect by Ethernet:-

• Carry out a Network reset with the Ethernet connected.
  Network Reset found in Q box Home - Settings - Setup - Network.
  Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router. Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.  If you have no minis on WiFi  as soon as it connects go into the Q box hidden menu and turn off WiFi. 

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

[AlexCHar]

Many thanks @oldfella I have tried a few of these things, but maybe with variatuions. I will follow your suggestions to the letter and let you know.

Alx

[oldfella]

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@AlexCHar wrote:

Many thanks @oldfella I have tried a few of these things, but maybe with variatuions. I will follow your suggestions to the letter and let you know.

Alx

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hi @AlexCHar 

I did forget to mention.

Its best to ignore the Sky SSID shown in the Qboxes network info.  This is the Sky Q box mesh ID and will invariably be displayed.

Also bear in mind that if you do connect your main Q box by Ethernet and you have mini boxes you must leave the main box WiFi on.  However do not use any WPS to connect it when you carry out the Network reset.

[AlexCHar]

Hi @oldfella 

Thanks for your support. 

 I am all sorted now, all devices and TV's are online.  

Alx

[Nikkinoodle1]

@AlexCHar did the instructions here work? Have you been able to get a stable connection for more than a few minutes??? 

[Kenap]

Did anyone ever get an answer how to link sky TV to EE broadband? My mine connects for 30 seconds then disconnects. Tried all suggestions found and nothings working. Spoke to sky and an engineer can't come for 2 weeks....

[Caitsmum]

I'm currently have same issue 🥺

[SIS55]

I've been having this issue for the past 3 weeks since renewing my BT contract and being sent EE routers. Like previously mentioned, our mobiles and landline connect OK. Sky unable to help remotely as still keeps connecting for all of a few seconds before disconnecting. Phoned them again yesterday, they're meant to be sending a new Sky Q box out to try (only had current one since July though, so not convinced this will work). Guy was meant to phone me this morning to confirm that he could send new box, but no call. I've also had issues with them not closing down the order from July when we had an engineer bring new Sky Q box, which meant they couldn't process anything else for 72hrs (was actually not resolved for over a week)! Shambles doesn't even cover it. May have to end my contract.... 

[Richew2000]

Been reading comments after having similar problems and sent new sky box which didn't stop sky freezing as per my original box.... thus us how I got round it.

soeak to ee..... tell them your having issues with connection and need a WiFi booster ( ee will supply you up to 3 followed by an engineer visit if your still not happy this will cost you an extra £3 a month if you have 1 , 2 or 3 WiFi boosters .

pair your ee WiFi booster with your ee router and follow instructions until you get solid opaque light on WiFi booster.

plug your ee WiFi booster close to your sky box and connect it to sky box via Ethernet .... obviously this means that you take out your Ethernet connection from ee router .to sky box first .

this works for me so far (5 days with no crashes or freezes or fan making loud noises )....hopefully will for you also 

[SIS55]

Finally had an engineer visit this Tuesday and the only way he could solve this issue was to plug each Sky Q box directly into an EE router with the ethernet cables and switch off sky WiFi......so far so good......... that's progress hey?!

[BorisB]

When all else fails try settings - advanced - reset DNS Server to 8.8.8.8

[SIS55]

I think the engineer tried this.....