Cannot connect to my broadband with my sky+ box I go to services as prescribed then on to network. I

[Gotnocars]

Today I lost the ability to use on demand. It tells me to connect to a broadband service which I was doing.

It tells me to go to "services" then on to "Network"

It shows what I should see - ways to connect to my broadband network.

But I am not shown that - I get one box saying FAILED and FAILED for on demand.

I can see no way to try getting rid of that message and starting over to search my network.

This should be a problem for SKY to address but they expect other kind and knowledgible customers to come to my rescue.

Hope someone can help.

[Mark39]

Turn both your Sky box and your broadband router off at the plug.

Wait 30 seconds before retarting your router and a further 4 minutes before restarting your Sky box. 

Then see if it connects. (I'm assuming you don't have a Sky Mini Connector). 

[Gotnocars]

Thank you for taking the time to try and help me - unfortunately after following your advice it remains the same.

If I changed the box I would be given the opportunity to connect to whatever broadband signals that the box discovered. I don't understand why - if my box "failed" that the next option would be to try again - not leave me with a permanent memorial to that failure. I've even carried out planner rebuild twice before trying to contact SKY.

I think that I will be obliged to cancel my DD and see if that might prompt them to help like they used to do some years ago.

All the best, Trevor 

[Mark39]

In the Network menu, do you see a Red reset button? You may need to scroll right, or just try pressing the red button on your remote (sorry it's a long time since I had Sky+).

You could try a full system reset, but it will delete everything from your Planner. Or it worst comes to worst you could replace the box with a used one from ebay etc.

I doubt Sky will be able to replace the box as it's legacy hardware now (last manufactured in 2015/2016). You would likely be able to agree a no cost deal to switch to Sky Q if that's an option for you.

I'd strongly recommend not cancelling your direct debit as it won't help to resolve the problem won't prompt Sky to contact you apart from a standard request to set it up again, and will put you in breach of contract.