@RGL123 most likely cause is a misconfiguration of their network connection so they are not using an IP address the Sky hub can talk to. The best configuration is to set the device to get its connection details from the hub.
However if you want to manually configure the settings the gateway address is 192.168.0.1 subnet mask is 255.255.255.0 set the IP address to be in the range 192.168.0.2 to 192.168.0.253 but ensure you reserve that address in the hub's interface.
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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
