Switching To Fibrus

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

Sky Q connection issues

Fibrus 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. We understand that with up to four mini boxes in your property, you’d like them all to work correctly.

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.

The first step, like many things with tech, is to switch off the all of your Sky boxes at the power socket and then power back on one at a time starting with the main Sky Q box.

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

Connecting Sky Q to Fibrus Broadband

1. Press Home on your Sky Q remote, then go to Settings followed by Setup.
2. Select Network and then select Reset..
3. Wait for the Sky Q box to check the network, then select Confirm.
4. Once its complete choose Connect to Wi-Fi from another broadband provider.
5. Select the Wi-Fi SSID (the name of your Wi-Fi).
6. Enter the password for the Wi-Fi.
7. Select confirm.

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 Fibrus 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 Fibrus 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.

We hope that one of these set of steps helped! If they didn’t please get in touch with us and we will continue to troubleshoot the issue with you.

If you choose to transfer your phone number to Fibrus, it is important to keep your old telephone line active and in service while the phone number is transferred to Fibrus. This will take place approximately 14 days after your broadband line activation. Once your telephone number has transferred to Fibrus, your old line will be automatically ceased with your old telephone provider. We recommend contacting your previous provider after your number has ported to confirm the service has been cancelled. 

Depending on your area, and underlying network build, we may submit the request to transfer your landline number on the date your service is due to be installed/activated. If this is applicable to you, you will be made aware in advance by a Fibrus Representative.   

You should wait until after your Fibrus installation is complete (broadband only) to cancel your previous provider, to avoid any time without internet access. Once you have live service with us, you must contact your previous provider to cancel the service with them.  

Ordering online couldn’t be easier.

1. Enter your postcode into our postcode checker. This lets you know which services are available in your area.
2. Select a package that best suits you. Our packages range from 100Mb to 2000Mb. Add any additional add-ons to create your perfect bundle.
3. Fill in your contact information and direct debit details. Once you have signed up, you will receive two emails. One to confirm your order, and another containing your survey/installation date from one our contractors.

Why do I need to provide my bank details?

Like any broadband, mobile and telephone provider we ask you for your Direct Debit details at the point of sale. This allows us to set up your details on our system. Don’t worry you won’t be billed until your service is live.

Am I covered under The Direct Debit Guarantee?

Yes, you are fully covered under this scheme and the details are as follows. This Guarantee is offered by all Banks and Building Societies that accept instructions to pay Direct Debits. If there are any changes to the amount, date, or frequency of your Direct Debit, Fibrus Networks Limited will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request Fibrus Networks Limited to collect a payment, confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit by Fibrus Networks Limited or your Bank or Building Society, you’re entitled to a full and immediate refund of the amount paid from your Bank or Building Society. If you receive a refund you’re not entitled to, you must pay it back when Fibrus Networks Limited asks you to. You can cancel a Direct Debit at any time by simply contacting your Bank or Building Society. Written confirmation may be required. Please also notify us.

We deliver Fibrefast Full Fibre broadband right to your doorstep, and with our new eero router, you can say goodbye to buffering and hello to easy streaming with our NEW 12-month contract.

Switching is simple, and our team are here to help with buying you out of your current contract. Why not Switch today? Contact our Sales Team NI on 028 9099 3230 or GB on 080 0099 1111.

Q. What features does the Echo Dot (5th Generation) have?

A. The Echo Dot (5th Gen) can be used as a speaker, alarm, Alexa A.I. assistant and a Wi-Fi range extender, for speeds up to 100Mbps.

Q. How will I get my Echo Dot?

A. 14 days after your service is activated, you will receive an email from Fibrus with a promotional code link. This link will take you to the Amazon App or website, to redeem your echo dot.

Q. How do I redeem my code?

A. Follow steps 1 to 6 below to redeem your code.

1. Open your *Promotional code email* from Fibrus – this will be sent 14 days after your service is activated.
2. Click the promotional code link in the email, to be directed to the Echo Dot (5th Gen) product page on the Amazon website.
3. When clicking the link, you will be asked to sign into your Amazon account. If you do not have an Amazon account, you will need to set one up using the “Create your Amazon account” button.
4. The promotion will be automatically added to your cart after you log in. From here you can select your desired device colour and then click “Add to Basket” (full price will appear when this is being added).
5. Open your Amazon shopping cart and click “Proceed to Checkout”.
6. Finally, you can proceed through the final order steps (adding your delivery address, etc.) and see the price reduced to £0.00 for your Echo Dot (5th Gen).

Q. Do Fibrus set this up for me?

A. The set up is straightforward, please follow the instructional leaflet provided in the box. The Alexa App will provide you with guidance for setting up your device.

Q. What do I need to set up my Echo Dot (5th Gen)?

A. To set up your device you will need your Alexa App on a Bluetooth enabled device (with a Wi-Fi connection), your Echo Dot and power adapter.
The general steps for set up:

1. Download the Alexa App. Log in to your Amazon account or create a new one.
2. Turn your device’s Bluetooth on and ensure you are connected to your Fibrus network.
3. Plug your Echo Dot into a power supply.
4. Follow the set-up steps in the Alexa App.

Q. How do I use my Echo Dot as a Wi-Fi extender?

A. Setting up your device as a Wi-Fi extender is easy! Once you have completed device set up via the Alexa app, open your eero app and view your connected devices. Click into your Echo Dot and toggle on “eero Built-in”. It will now appear on your Home page under your eero routers.

Q Where should I place my Echo Dot for the best results, as a Wi-Fi extender?

A. Your Echo Dot can be in the spot that best suits you. The device can cover up to 1000 Sq. Ft., supports speeds up to 100Mbps and up to 10 connected devices.
We recommend that you use your eero router (or routers) as your main Wi-Fi source, but the Echo Dot can be useful in areas where you feel you need additional support, or would like to have easy access to the device’s great features.

Q. I’m having issues with my Echo Dot, who do I contact?

A. As this is an Amazon device, for help and troubleshooting, please visit the Help and Feedback section in the Alexa App, or amazon.com/devicesupport.

Q. If my eero is providing coverage to an area and I have a compatible Echo Dot device, will eero Built-in create interference and lead to a lower quality Wi-Fi signal?

A. No. When you enable eero Built-in, eero routers intelligently detect when your eero routers are already providing great coverage at your Echo Dot device.

Q. Why does eero disable built-in on my Echo Dot device if there is already solid eero device coverage?

A. Multiple devices can cause interference and poor device performance. As eero devices generally support higher internet speeds than Echo Dot devices. The eero router prioritizes using a nearby eero router instead of a nearby Echo dot device if their coverage areas significantly overlap. eero routers intelligently detect when they are already providing great coverage and will disable eero Built-in on your Echo dot device, to ensure you have the strongest Wi-Fi signal.