topic Re: Devices cannot find router in Broadband

Devices cannot find router

Lauraw2 — Tue, 24 Sep 2024 16:31:26 GMT

Been a customer for 2 days and this morning all devices that had been set up could not find the router. Reset followed all instructions and nothing is finding it. White light appears on router, everything. No tv, Alexa, phones or iPads can reach the internet

very unhappy customer so far

Do I have 14 days to cancel

Re: Devices cannot find router

Sal3m6588 — Tue, 24 Sep 2024 16:43:02 GMT

This is happening to me too, it was working perfectly fine yesterday

Re: Devices cannot find router

Lauraw2 — Tue, 24 Sep 2024 17:01:49 GMT

Im fuming! Cant find anywhere to cancel it all now either

Re: Devices cannot find router

Sal3m6588 — Tue, 24 Sep 2024 17:04:27 GMT

Found a fix: Hold the WPS button on the side for about 30 seconds it'll turn green that's when you know it's worked and it should work from there

Re: Devices cannot find router

Lauraw2 — Tue, 24 Sep 2024 17:43:03 GMT

Did you just spend 1hr on the phone with the helpdesk tooo???

Re: Devices cannot find router

Sal3m6588 — Tue, 24 Sep 2024 17:53:38 GMT

Nope, it was on the forum on one of the posts, I couldn't even get through to the helpdesk

Re: Devices cannot find router

Bear125 — Tue, 24 Sep 2024 18:38:43 GMT

Do you have any other suggestions? It hasn't rectified the issue for me unfortunately

Re: Devices cannot find router

RobC17 — Wed, 25 Sep 2024 06:28:50 GMT

The Sky Community forums are rapidly building a large number of issues. I've reset 2 x Hubs (I've had a replacement) a numberof times; holding the WPS button for both 30 and 60 seconds. I still don't have full functionality and don't have the promised phone connection.

Re: Devices cannot find router

Chrisee — Wed, 25 Sep 2024 06:58:31 GMT

@Lauraw2 and others the fix for devices notseeing the SSID from a Sky Max hub is to reset the hub by pressing and holding the WPS button for around 30 seconds until the main LED starts flashing greenonce the hub restarts the issue should be solved..

@RobC17 if the fact you have a fault which a change of router and resets has not solved implies your issue is probably a line issue therefore I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Devices cannot find router

Tom-W19 — Wed, 25 Sep 2024 09:09:29 GMT

Thanks for escalating. We've sent an invite to @RobC17.

Re: Devices cannot find router

Addie15 — Sat, 28 Sep 2024 14:38:57 GMT

Update-We are closing this session now with RobC17, as there has been no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Devices cannot find router

RobC17 — Sat, 28 Sep 2024 17:02:33 GMT

I've been contacted by a Sky employee. After resetting my SkyID and resetting the router for the last few nights, I'm no further forward. I still don't have the functionality to change the settings in my router. Very frustrating.

Re: Devices cannot find router

RobC17 — Sat, 05 Oct 2024 13:47:24 GMT

A final update! After going through the tick-list with a third Sky employee, she finally suggested it was a line fault and referred it to Openreach. I was supposed ro get a call-back after three days. I didn't get a call but on the 4th day we noticed that the app had updated with the ability to change WiFi settings and the telephone land line is now working.