Sky glass tv keeps disconnecting/not recognising Virgin broadband router

[Maggie96]

Recently had a sky glass tv installed & was advised sky broadband speed not fast enough so went with Virgin. Ever since ,overnight sky tv keeps losing connection to the broadband. An engineer has been out & installed new router much closer to tv (sandflies it not same room) but now even after an hour on standby, the tv is not recognising the router name even which I switch tv on. It's sting router name. - Ethernet. This is without me having an Ethernet cable connected. I've spent hours on phone to various Sky people who each tell me something different, done several factory resets to ensure tv settings all optimal. Sky now tell me that the TV is trying to connect to two access points & that I should switch to Sky broadband to fix the issue. 

I was originally going to switch to sky but was advised their broadband not fast enough. Have spent hours in this & in contract with Virgin -  not sure which company to speak to to resolve this. Any ideas ? 

[arcadeavenger]

Hi there, 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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141
 

[Maggie96]

Let's hope so. I've spent hours on the phone to Sky so far. Each time a different employee gives me different reason for why this keeps happening. 
I was promised a callback on Monday morning - still waiting 😭