Skye box lost connection to broadband and won’t reconnect

[Lori+McK]

I've had a SkyQ box for a number of years and use Vodafone broadband...again had that for a couple of years. No issues until last week when the skyQ box disconnected from WiFi...we reset network settings and after a couple of attempts and switching the router on/off, it reconnected

yesterday it disconnected again and won't reconnect....we've reset network settings many times and nothing. Spent over an hour on the phone to Vodafone who have done lots of checks and can't find any problem their side.  They suggested contacting sky...there have been no other changes to the broadband and no other devices impacted...any advice gratefully received 

[oldfella]

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@Lori+McK wrote:

I've had a SkyQ box for a number of years and use Vodafone broadband...again had that for a couple of years. No issues until last week when the skyQ box disconnected from WiFi...we reset network settings and after a couple of attempts and switching the router on/off, it reconnected

yesterday it disconnected again and won't reconnect....we've reset network settings many times and nothing. Spent over an hour on the phone to Vodafone who have done lots of checks and can't find any problem their side.  They suggested contacting sky...there have been no other changes to the broadband and no other devices impacted...any advice gratefully received 

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Hi @Lori+McK 

Assume that you are putting in the SSID and Password for the router 2.4Ghz band when you carry out the Network reset.

Is the router near enough to your main Q box to check if will connect by Ethernet?

[Lori+McK]

I can try via Ethernet...it's close enough to do a test

[oldfella]

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@Lori+McK wrote:

I can try via Ethernet...it's close enough to do a test

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Hi @Lori+McK 

On main Q box and first 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 as soon as it connects immediately 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.