Port forwarding sky max hub

[King+Nemo]

So in the my sky app, I can get onto my settings for port forwarding, that's not an issue, the issue is the device i need to use isn't showing in the list even tho it's connected to my router and shows as connected in the app too. I phoned sky, on the phone the device showed up for a few seconds, long enough to set the rule but that's it... the rule isn't working and in active rules it looks like it's grey where it's supposed to be a green circle? The most they said on the phone is a new router but this seems to be an issue that can be solved without a new router? Surely?