SkyQ box connected to 3rd party broadband provider. Box forgets credentials when powered off

[Mags2202]

I have recently gone over to a 3rd party broadband provider. I connected the SkyQ box to the router as it was connected when we had Sky broadband. I then via the TV settings entered all the credentials for the new account. Everything was fine until the next day when we switched the TV on it said we had not got an internet connection. After looking in the settings it remembered the account name but had forgotten the credentials so I had to enter them again.

I was hoping that this was just a glitch but it happens every time we switch the TV and SkyQ box off.

Has anyone else had similar issues and if so and you fixed them would you be kind enough to let me know?

Thanks

[Quoman7]

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@Mags2202 wrote:

I have recently gone over to a 3rd party broadband provider. I connected the SkyQ box to the router as it was connected when we had Sky broadband. I then via the TV settings entered all the credentials for the new account. Everything was fine until the next day when we switched the TV on it said we had not got an internet connection. After looking in the settings it remembered the account name but had forgotten the credentials so I had to enter them again.

I was hoping that this was just a glitch but it happens every time we switch the TV and SkyQ box off.

Has anyone else had similar issues and if so and you fixed them would you be kind enough to let me know?

Thanks

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Hi @Mags2202 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.

The SKYQ box is designed to be left on standby and not turned off.

[Mags2202]

Sorry, I should have said standby when I said turned the Skyq box off. The only time it gets turned off is occasionally when everything freezes. I will try your suggestion and let you know.

Thanks

[Mags2202]

Ok so we have given it over a week and initially for a few days it worked and remained in memory however 2 or 3 days went by and when I turned the TV on, and took the sky box off standby, we had to go through the process again of resetting the network. Since then I have connected it three or four times having to reset the router etc, as per your suggestion, but intermittently the skyq box forgets the connection. The details of the network are there when we go to reset. It is just we have to enter the password etc and reconnect which is not a huge issue but it shouldn't be happening. Any suggestions, gratefully received.

Thanks.

[Quoman7]

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@Mags2202 wrote:

Ok so we have given it over a week and initially for a few days it worked and remained in memory however 2 or 3 days went by and when I turned the TV on, and took the sky box off standby, we had to go through the process again of resetting the network. Since then I have connected it three or four times having to reset the router etc, as per your suggestion, but intermittently the skyq box forgets the connection. The details of the network are there when we go to reset. It is just we have to enter the password etc and reconnect which is not a huge issue but it shouldn't be happening. Any suggestions, gratefully received.

Thanks.

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@Mags2202 When both the TV and SKYQ box are on standby, pressing the SKY logo button on the sky remote should turn both the SKYQ box on and your TV at the same time, not seperately as you have described?

[Mags2202]

To let all those know that at the moment my broadband is working with Sky.  I have updated my Sky software 3 times on the 3rd time it seems to have worked.  I haven't had to go through entering my password and all it entails for a fortnight.  So I recommend you update your Sky software again as it maybe they have finally addressed the problem.