ethernet connection betwwen sky router and skyq has suddenly stopped working

[bailey254]

Our Sky Q box is showing no network connection. It is connected to the router by a long ethernet cable which was installed by the sky engineer about 2 years ago. I've tried all the normal things resetting the router, unplugging the skyq box but nothing seems to work. We have not made any changes to the system recently....

Any help greatly appreciated.

Thanks!

[oldfella]

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@bailey254 wrote:

Our Sky Q box is showing no network connection. It is connected to the router by a long ethernet cable which was installed by the sky engineer about 2 years ago. I've tried all the normal things resetting the router, unplugging the skyq box but nothing seems to work. We have not made any changes to the system recently....

Any help greatly appreciated.

Thanks!

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Hi @bailey254 

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 (or Sky router if on Sky Broadband). 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.

As soon as it connects go into the Q box hidden menu and turn off WiFi. (Unless you have any minis using a WiFi connection)

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.

[Mike01666]

Did you ever solve this?

From today (15/9) the  Q box will only connect wirelessly. Plug in an ethernet cable between Sky router and Q  and it stops connecting. 

I've tried the fix given in post 2 several times with no success.

Anyone else faced this problem and have va fix?

[Craig+Buchanan80]

I'm wondering if there has been a firmware upgrade. My 2 minis are connected via Ethernet and have both suddenly stopped connecting to the Sky Q box. Numerous resets will occasionally allow them to reconnect but this doesn't last long and usually by the next day they have disconnected again.

[Chodley]

Bet they have wifi enabled

[Craig+Buchanan80]

They did have WiFi enabled and have been stable for a few months. Have tried them both with and without WiFi and still can't get them to connect.

[Chodley]

Done a network reset presumably?

Got a managed switch?

[Mike01666]

Unmanaged switch. I have tried two Netgear switches, both fail to connect.

Ethernet working perfectly for several months then stopped working suddenly. Firmware update?

Engineer arriving tomorrow.  Hopefully a router replacement will solve the problem. 

Will post outcome. 

[Craig+Buchanan80]

I have an unmanaged netgear switch and also running a TP-Link Deco for my WiFi. No firmware updates (that I'm aware of) and all my other kit is running as before. Starting to get fed up as Sky is the only piece of kit that I ever have issues with.

[elyanto]

Hi Everyone. I just wanted to add we are having a similar issue. Sky Q connect via ethernet to switch and router was working fine previously. It now says connected to route but no internet. I tried the typlical reset network connection and it didnt work. I plugged a working laptop into the same cable at the sky q box end and it connects the internet with no issues. I tried plugging the sky q box directly into the router and still the same issue. Called sky and they agreed to send a new sky q box thinking the fault was with the box. Replacement came today and its displaying the same fault. The local network is functioning fine but there seems to be some unknown issue that is preventing sky q to connect to the internet. Not sure what to try next. I may see if a fixed IP address has any effect.

[Mike01666]

Well, the engineer arrived...

Played with his iPad, unplugged the ethernet connection to the router thereby establishing a WiFi  mesh network and declared all was well! However, the ethernet connected appliances (TV, Fire tv) WILL NOT connect via ethernet.

Despite three green lights on the router, I'm convinced it's the router at fault.

Another engineer arrives tomorrow...

Will post outcome, but it's bit of a mystery to me. Beginning to grasp at straws (mouse chewed through ethernet link from router to switch!)

Anyone got any thoughts?

[Chodley]

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@Mike01666 wrote:

Well, the engineer arrived...

Played with his iPad, unplugged the ethernet connection to the router thereby establishing a WiFi  mesh network and declared all was well! However, the ethernet connected appliances (TV, Fire tv) WILL NOT connect via ethernet.

Despite three green lights on the router, I'm convinced it's the router at fault.

Another engineer arrives tomorrow...

Will post outcome, but it's bit of a mystery to me. Beginning to grasp at straws (mouse chewed through ethernet link from router to switch!)

Anyone got any thoughts?

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What exactly do you now have connected via ethernet (including all network devices)?

This is into a Sky standard router is it?

[Mike01666]

Standard Sky router (SR203 on firmware  7.03.0300.R ) into Sky Q.

TV. Fire TV Cube, Sonos Arc plus distribution to other parts of house

None will connect (via unmanaged Netgear switch) to router. All work wirelessly.

If it's not the router, it can only be the cabling.  However why would this fail overnight after working perfectly for months?

Mystified.

[Chodley]

So all those devices are connected to a netgear switch which is then uplinked to the router?

Tried a different port on the router? Tried a different switch?

[elyanto]

Update to this - we have tried a new 5 port switch and connected to router. I have tested all Ethernet cables with a high end tester so no continuity issues. I've tried a fixed IP address with Google dns server of 8.8.8.8. Sky have replaced the main box but we still get the same issue. All other Ethernet devices are working and plugging a laptop into the sky boxes cable achieves the internet with a 300mbps connection. I can access any website including sky. I've run a basic ping test for 10mins with zero packet loss . Sky are unhelpful and keep suggesting setting changes that solely relate to Wi-Fi. I'm seeking help from my isp Kcom to see if they can shed any light on the situation. Does anyone know what ports or services the sky q box talks to that we could test from a laptop?