Sky Q has disconnected from my Broadband Router and now I’m not able to reconnect. HELP!

[Jess13]

Hi

been trying for over 12 hours now rebooting / trying to sync but still nothing.

I have been connected for 12 months on the SkyQ box to my broadband router and now unable to reconnect. 
I have called Sky to have some help but now being passed through here. 
move rebooted / switched off and back on and nothing!! 
signal is fine - wifi is fine but the two cannot sync?? Is someone else using my SkyQ subscription? Please help! @IT #help 

[GD1]

@Jess13  You should be aware you're not contact Sky Support via the forum, tagging @IT will not get a response from them.

Have you worked through the steps here

[Jess13]

Yep been through all the steps & the same steps that have been provided via automated robot over the phone. 
it would be more beneficial to speak to someone who from Sky tech to be able to get this resolved asap

[Jess13]

My Satellite Signal is LOCKED rather than advising connected 😑😑😑