SkyQ lost network connection over the weekend. Can't reconnect

[HurricaneJJ]

I have 1 x SkyQ and 1 X mini

Noted we lost internet connection to the main Q box on Sunday and haven't been able to restore it (mini is also down as a result).

Checked broadband connection and all seems fine. All other devices connecting as expected

Going to settings and attempting to reset connection but fails during the WPS button step (pressed on router). Screen says try again or attempt via a Q booster. Should a booster really be necessary? Had no issues since installed earlier in the year and no changes to ports or anything

Can't really go via ethernet as we have an open reach box direct to home (new build a couple of years ago)

Not a complete tech novice but this is making me scratch my head

[oldfella]

Hi @HurricaneJJ 

Not sure that you are on Sky Broadband?

Try a 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.
If 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.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

[HurricaneJJ]

Thanks for the response. I am on sky broadband and have attempted to reset connection via settings on the Q. I follow instructions and select the sky broadband option - it tells me to press and hold wps button on the router but the process fails. Tried it a lot of times. Same result

Also tried the obvious such as reboot box and router. No joy

[Chodley]

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@HurricaneJJ wrote:

Can't really go via ethernet as we have an open reach box direct to home (new build a couple of years ago)

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What does this mean? You have a router, right? Doesn't that have ethernet ports?

[HurricaneJJ · Accepted solution]

Hi. It means the router is situated upstairs whereas the q box is downstairs and I want neither ethernet cables running across the house or via sockets nor the cost of conduit to discreetly do the same.

Figured it out anyway, the mesh system was using the mini box as signal to the main Q box. The fact all menu instructions advised to press wps button on the router rather than closest sky device connected to the internet was throwing me off (I hadn't noted the mini had managed to eventually reconnect whilst I was trying to connect the main box).

Cheers for the responses

[Chodley]

Ok well that sounds completely different to ethernet being impossible because of some new magic Openreach box. People run them through ceiling voids like power cable rather than ugly conduit buy yeah, it takes time or money. Or use powerline adapters.

I didn't know the Q could use a mini as a hop to the router. Always knew the opposite was true of course. Interesting. Probably only works with Sky broadband I guess.

wonder if a mini making that connection blocka the Q from being able to do it. A lot of people have had issues reconnecting SkyBB since their outage and this might explain it.

[HurricaneJJ]

Re ethernet: my original point "can't" was badly stated - was more a proximity statement (ie not feasible without cost, kit or lengths of cable etc) but think we have now clarified that 

I hope the point about look for closet sky kit connected to internet to throw the signal to the affected device is useful to others

Cheers 

[Vambo]

Exactly same issue over the same weekend. Coincidence? I think not. Landline not worked since fibre installation. Complained and told to wait 7 days as it was a known issue. That was a month ago. Not had the patience or inclination to wait 30 mins for call to be answered. Fibre broadband still working but no connection to Sky Q or minis. Can't reconnect whatever I do. Frustrating tk say the least and Sky are back to their worst in terms of trying to contact them.

[Addie15]

Hi there, @Vambo. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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

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

[Vambo]

Addressed successfully by your very helpful colleague Karil after waiting for 25 mins for call to be answered.

All good now on the Tv front but landline still not operational.

[Greenfingers001]

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