Sky Q won't connect to new Sky router

[Garr]

I got sent a new Sky router (last one is a few years old) and I set it up as usual. However after following all the steps, it won't connect to the Sky Q box. Now my Sky Q says 'Please insert your viewing card with the chip facing up'. The viewing card hasn't been removed, however, after seeing this message, I ejected it and put it back in. Nothing. 

I've tried Settings/Setup/Connect to Sky Broadband WiFi... nothing.

Since having this new router, I also find the WiFi drops out quite frequently while I'm working.

Over to you. Good luck!

[oldfella]

---

@Garr wrote:

I got sent a new Sky router (last one is a few years old) and I set it up as usual. However after following all the steps, it won't connect to the Sky Q box. Now my Sky Q says 'Please insert your viewing card with the chip facing up'. The viewing card hasn't been removed, however, after seeing this message, I ejected it and put it back in. Nothing. 

I've tried Settings/Setup/Connect to Sky Broadband WiFi... nothing.

Since having this new router, I also find the WiFi drops out quite frequently while I'm working.

Over to you. Good luck!

---

Hi @Garr 

First reset your broadband router.
On Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.

Wait until the router is completely back and running and then try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to Sky router.  Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
On Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.

[Garr]

Thanks for the suggestion. That's what the guy on the phone got me doing too and it didn't work.

We've got an engineer coming out tomorrow.

Closest example to this I could find online turned out to be a hardware fault