The message 'it looks like you do not have internet connection right now' has appeared on my sky q.

[Ian1964]

The message 'it looks like you do not have internet connection right now' has appeared on my sky q. I have read responses to previous posts on here and gone through the various help screens on My Sky but there doesn't seem to be a definitive answer. I have other devices at present connected to the Internet so it appears to be a sky related issue. Any help would be appreciated. Thanks.

[oldfella]

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@Ian1964 wrote:

The message 'it looks like you do not have internet connection right now' has appeared on my sky q. I have read responses to previous posts on here and gone through the various help screens on My Sky but there doesn't seem to be a definitive answer. I have other devices at present connected to the Internet so it appears to be a sky related issue. Any help would be appreciated. Thanks.

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Hi @Ian1964 

Assume this is your main Q box.

Have you tried 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.

[Ian1964]

Thanks @oldfella for your response.

Yes this is my main Q box.

I have tried to follow your instructions to do a Network Reset but failed.

I am ok doing the the Q box Home - Settings - Setup - Network, but then the information on my TV, differs from the Highlight Status part onwards.

When I go to Network, I have 3 choices:

- connect to sky broadband wi fi

- connect to wi fi from another broadband provider

- connect to your router using a wired connection 

I am a bt internet user not sky, by the way.

There is nothing I can see which matches what you have described.

Apologies in advance if I'm being dumb!

[hrai]

@Ian1964 

You want to select the 2nd option - wifi from another provider. ( The 3rd option is if you can/want to connect a network cable from your BT home hub to your Q box. This is best option but can be unfeasable depending on the location of the two boxes involved)

Select the 2nd option and select the SSID of your BT wifi (it should start with the letters BT ) and then enter the password for your BT home-hub when prompted. (I believe that the info is on the back of the homehub on a removable "card" ) Hopefully you will then be good to go

[Ecosse]

I had this on Friday morning.  The only way to get the Sky Q to see the router was to reset the router.  It was as if the 2.4GHhz was being blocked.

Suggest fully rebooting the Sky Q main box and your router.

Unplug from the wall for at least 30 seconds.  Both your Sky Q box and the router.

Plug the router back in first, get it online - checking your mobile device that it's fully online.

Now plug back in the Sky Q box and follow the on-screen instructions. This can take up to 5 minutes, and hopefully, you're back up and running after heading back to Network Settings and pairing to your router..

Good luck.

[Ian1964 · Accepted solution]

Thanks @hrai and @Ecosse.

It seems between you I am now back up and running. 

I had tried your suggestion a number of times @hrai but without success.

I then tried it after following @Ecosse instructions and all is good.

Thank you again.

[FrankyB123]

I've had this problem tonight. The advice re switching off router and Sky Q nox for 30secs then let router fully reboot before switching Sky box back on worked for me.