Help with new router not connecting to work network

[spoonk]

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!?

[JimM1]

@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?

[spoonk]

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 🤔

[jamesn123]

Hi @spoonk 

Have you tried disabling Sky Shield in the app settings?

[spoonk]

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. 

[JimM1]

@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

[jamesn123]

@spoonk 

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

[spoonk]

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!

[jamesn123]

@spoonk 

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

[JimM1]

@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