Can't get my TV to connect to the internet so can't use any apps.

[Bootneck1972]

I've been having problems since upgrading to a new Sky router, my TV can't connect to the internet so I can't use any of the apps on my TV. The message I keep getting is that the TV is connected to the router but not the internet, other devices like my PC & mobile phones are working fine it's only the TV. I've tried all the trouble shooting self help stuff with no success, it just won't connect.

[mae-3]

@Bootneck1972 

What is the make and model number of the TV?

[Bootneck1972]

Hi, it's a Sony smart TV, sorry I don't know the model, it's about 9 years old, never had trouble with it in the past, only since we switched from a sky hub to the new sky hub max. 

[mae-3]

@Bootneck1972 

It is unlikely that the Sony TV supports the wireless channels that are used by the newer Sky router. Suggest, you either use a wired connection to the TV or ethernet over powerline adapters if the TV has an ethernet port?

[Bootneck1972]

It was working initially but gradually got more problematic, thank you for the suggestions, I've been given a sky engineer's appointment for next week so hopefully they'll fix it for me 👍

[Bootneck1972]

Well I'm appaled at the abysmal customer support from sky at the moment. Over a week ago I asked for an engineers visit to sort out a connection issue, my TV won't connect to the internet so I can't use any of the apps on my TV. I was given an appointment for the 15/8/24 between 12 - 17.00 so stayed in all afternoon waiting, no engineer, no message to say delayed or not coming, so I tried to reschedule using the sdky web page only to see the first appointment avaiulable wasn't until the 26/8, to say I was unimpressed is an understatement. I eventually managed to talk to a human being on the support number who looked into things for me, didn't know why the engineer didn't turn up but appologised on behalf of sky & arranged a compensation payment for me, so far so good, he then said as I was a long standing customer (Sky VIP) he would arrange a priority visit for me & just needed to go to the engineers dept. to arrange it, he came back sometime later & said the engineers dept. would need to look into it & get back to me within 24 hours with a priority appointment slot, guess what, no call from the engineers dept. no priority slot & still no connection to the internet. Anybody know how I can get sky to sort the problem out ASAP?

[HiHowAreYa]

Why is it Sky's responsibility that you cant operate/read the user manual on your 9 year old Sony television?

It's like saying I just bought a new ford puma, Im appalled that ford won't send out a mechanic because my roof rack won't fit. It fits perfectly on my vauxhall chevette for many years. It's Fords fault, ford is terrible.

[Bootneck1972]

It's Sky's responsibility because I pay them for a service which I am not currently getting, my TV was working perfectly fine with my old router but since 'upgrading' to a new supposedly better sky max router my broadband is slower & my TV won't connect to the internet, I've done all the self help stuff several times over & went through everything again with an advisor on the phone to no avail & it was she who said I needed an engineer visit & arranged it, so Mr smart **bleep** that's why it's Sky's responsibility okay. 

[Highlinder]

@Bootneck1972  Which router from Sky did you have before the max router in the link below.

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

[Bootneck1972]

Hi it was the black Sky broadband hub. 

[Highlinder]

@Bootneck1972  Have you tried to factory reset the TV back to out of the box as it might be retaining the old Wi-Fi information.