topic Re: Sky TV keeps losing connection to new Sky Full Fibre router in Sky Q

Sky TV keeps losing connection to new Sky Full Fibre router

Sean3115 — Thu, 28 Nov 2024 22:29:22 GMT

Hello,

Got Sky Q that was connected by original basic Sky Broadband and it always remained connected.

Upgraded to Sky Full Fibre.

Followed the steps to connect Sky Q to new router and it was fine.

However, every time I turn on Sky Q after it has been off, I get the following error "We can't connect to your broadband router". I have to go through the same process of "Settings", "Network Setup", "Reset", "Confirm" "Press and hold the WPS button on the router"

Must be a way to avoid this every time and for it to just connect automatically like it did before, but I just can't work it out.

Any help much appreciated!

Thanks

Sean

Re: Sky TV keeps losing connection to new Sky Full Fibre router

Addie15 — Fri, 29 Nov 2024 10:44:39 GMT

Hi there, @Sean3115. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky TV keeps losing connection to new Sky Full Fibre router

Tom-W19 — Tue, 03 Dec 2024 08:19:30 GMT

Hi @Sean3115

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: Sky TV keeps losing connection to new Sky Full Fibre router

Sean3115 — Tue, 03 Dec 2024 09:25:42 GMT

Hi Tom

Yes - please, can I reopen the chat please:

Hello,

Got Sky Q that was connected by original basic Sky Broadband and it always remained connected.

Upgraded to Sky Full Fibre.

Followed the steps to connect Sky Q to new router and it was fine.

Must be a way to avoid this every time and for it to just connect automatically like it did before, but I just can't work it out.

Any help much appreciated!

Thanks

Sean

Re: Sky TV keeps losing connection to new Sky Full Fibre router

Lisa-P1987 — Tue, 03 Dec 2024 10:29:59 GMT

Thanks for escalating this. We’ve sent Sean3115 an invite to chat.