topic Re: Help with new router not connecting to work network in Broadband

Help with new router not connecting to work network

spoonk — Wed, 01 Oct 2025 09:50:24 GMT

Help!

We've had a new account for the house using a sky router and now I cannot connect to my work laptop (NHS). My IT dept says it's due to sky VPN but sky say it's working fine their end.

I can't get into anything in the network and I don't know what else to do. I've spent ages on the phone!

I've got a black hub if that helps!?

Re: Help with new router not connecting to work network

JimM1 — Wed, 01 Oct 2025 10:08:08 GMT

@spoonk Does the laptop connect to the sky Hub and normal browsing work, if your laptop also has an Ethernet port have you tried connecting with a cable?

Re: Help with new router not connecting to work network

spoonk — Wed, 01 Oct 2025 10:28:24 GMT

Thanks for replying!

It works normal browsing absolutely fine it's anything that is work related won't work because I can't get into the network.

I tried via the Ethernet cable directly into laptop and then it tells that I don't have any internet connect 🤔

Re: Help with new router not connecting to work network

jamesn123 — Wed, 01 Oct 2025 10:37:12 GMT

Hi @spoonk

Have you tried disabling Sky Shield in the app settings?

Re: Help with new router not connecting to work network

spoonk — Wed, 01 Oct 2025 10:45:17 GMT

Yep, that has been turned off completely on Monday and still not luck.

the only difference from Friday to Monday was a new line set up in my name with the new router.

Re: Help with new router not connecting to work network

JimM1 — Wed, 01 Oct 2025 10:50:26 GMT

@spoonk What new sky Hub, if the sky max the white one have you looked at the pinned post about VPN through the MAP-T system?

Having problems with a 3rd party VPN and have a Hu... | Sky Community

Re: Help with new router not connecting to work network

jamesn123 — Wed, 01 Oct 2025 10:52:54 GMT

@spoonk

Yea my question would be is it a different hub to the one you had before

Re: Help with new router not connecting to work network

spoonk — Wed, 01 Oct 2025 11:08:46 GMT

They are both the black ones just they sent a new one and set up the new line.

thanks so much both of you for replying! I could cry!

Re: Help with new router not connecting to work network

jamesn123 — Wed, 01 Oct 2025 12:48:09 GMT

@spoonk

That is quite odd then. Have you tried completely resetting the hub? Hold the reset button on the rear for 30 seconds minimum

Re: Help with new router not connecting to work network

JimM1 — Wed, 01 Oct 2025 12:56:41 GMT

@spoonk Getting very confusing now, see the hub link and say what before to what now from the pictures, the old SR203 Sky Broadband Hub is normally a very rock solid on any connection and no real issues!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub