Sky Q Troubleshooting

Some customers are experiencing connectivity issues with Sky Q when switching to Connect Fibre. Follow some of the troubleshooting steps to resolve below.

Sky Q Connection issues

Connect Fibre customers mostly have a trouble-free experience with Sky Q.
Unfortunately, some customers are experiencing problems when they have Sky's add on for Sky Q Multi-Screen. 

Connectivity issues are usually indicated by seeing this message: "It looks like you do not have an internet connection right now. If you're already set-up we'll keep trying to connect." Ordinarily this will be first thing in the morning after the Sky Q system has done it's necessary updates or gone into eco mode.

If this doesn't get things working here's what to try next. 

Connect to your Connect Fibre Broadband

Firstly check that your network is connected to Connect Fibre's network. Even if you are connecting the device via an ethernet cable if it is not connecting, firstly Reset your Network Settings and then try to connect to the broadband.

1. Press Home on your Sky Q remote.
2. Then go to Settings and then Set up.
3. Then go to Network. Highlight the status and then select Reset Network.
   
4. It will take 5 minutes for this to reset. When it says 'We can't connect to your broadband router' please select Confirm.
5. Wait for the on screen instructions to disappear then press Home on the Sky Q remote.
6. Go back to Settings and then Setup and then Network.
7. Follow the on screen instructions to connect your Sky Q box to the internet. Please ensure you are choosing the right option. 
   
8. It can take 5 mins for the network name to change. Once it has your Sky Mini boxes (if you have any) should reconnect to the Main Box. If they do not, you may need to reset them by going to Network, and Reset. 

Update Sky Q Firmware

1. Go to Settings, then System Info and highlight Software version.
2. Choose Setup and then select Software download.
3. Your box will start to download the latest software. This can take up to 10 minutes.
4. To check the status of the software download, go to Settings, then System info and highlight Software version.
5. When it says "Software update successful" press the Standby button on your remote.
6. When your box restarts, follow the on screen messages. You'll then be on the latest software version.

Your Sky Q Mini box will update automatically when the Sky Q main box does, but it needs to be connected to your main box to be able to receive the update.

If it doesn't do it automatically, you can update the Mini box manually. The instructions to do this are the same as for the main Q box, which can be found on the last step.

Disable Eco Mode (stops Q boxes losing Wi-Fi connection)

This prevents your Sky Q boxes from going to sleep and helps maintain a stable connection:

1. Press the Home button on your Sky Q remote.
2. Navigate to the Settings menu.
3. Then to Set-Up.
4. Select Preferences.
5. Set Standby mode to None.

Disable 2.4Ghz Wi-Fi on Mini Boxes (Reduces Wi-Fi interference)

This forces your Sky Q mini boxes to connect using the 5GHz Wi-Fi which can help maintain a stable connection:

1. Press the Home button on your Sky Q remote.
2. Scroll down to Settings. Don't press select.
3. Using the numbers on the remote enter 001 then Select to display the engineer menu.
4. From the Networks tab select 2.4GHz Wireless and change to off.
5. Press confirm.
6. Press the Home button on the remote to exit menu.

Use Ethernet to connect Sky Q box (no minis)

Connecting your main Sky Q box to your Connect Fibre router with an ethernet cable will help maintain a stable connection for your Sky Q box. This is not always an option, but it is the most effective solution. You can then disable the sky hotspot and reduce the amount of Wi-Fi interference in the property.

1. Press the Home button on your Sky Q remote.
2. Scroll down to Settings. Don't press select.
3. Using the numbers on the remote enter 001 then Select to display the engineer menu.
4. From the Networks tab select 2.4GHz & 5GHz Wireless and change to off.
5. Press the Home button on the remote to exit menu.

Disable 2.4GHz Wi-Fi on mini boxes. 

If interference is causing a problem with the Sky Q equipment connect it only with the 5GHz band and turn off 2.4GHz.

1. Press the Home button on your Sky Q remote.
2. Navigate to the Settings menu. Don’t press select just yet!
3. Using the numbers on the remote enter 001 then select to display the engineer menu.
4. From the Networks tab select 2.4GHz Wireless and change to off.
   Note: Please don’t edit any other settings in this menu.
5. Press the Back or Home button on your remote to exit this menu.

WPS (If you have a Sky Q Booster)

We can connect your Sky Q equipment to the Sky Booster (usually supplied by a Sky Engineer) by using the WPS feature. To do this we need to make sure the main Sky Q box is connected to Wi-Fi or hardwired to the Connect Fibre Router.

1. Wait until the power and wireless lights turn green. 
2. Hold the WPS button on your Main Sky Q for 3 seconds until it flashes amber.
   Then hold the WPS button on your Sky booster for 3 seconds until it flashes
   amber - You'll need to do it within 2 minutes.
3. After a few minutes, the connected light will turn green. You're all set up.
4. Once the WPS lights go off you can then repeat the process to connect Sky mini to Sky Booster. You also have the option to hardwire the Sky mini to the Sky booster.