Sky TV keeps losing connection to new Sky Full Fibre router

[Sean3115]

Hello,

Got Sky Q that was connected by original basic Sky Broadband and it always remained connected.

Upgraded to Sky Full Fibre.

Followed the steps to connect Sky Q to new router and it was fine.

However, every time I turn on Sky Q after it has been off,  I get the following error "We can't connect to your broadband router".  I have to go through the same process of "Settings", "Network Setup", "Reset", "Confirm" "Press and hold the WPS button on the router"

Must be a way to avoid this every time and for it to just connect automatically like it did before, but I just can't work it out.

Any help much appreciated!

Thanks

Sean 

[Addie15]

Hi there,  @Sean3115. 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.

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 

[Tom-W19]

Hi @Sean3115 

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[Sean3115]

Hi Tom

Yes - please, can I reopen the chat please:

Hello,

Got Sky Q that was connected by original basic Sky Broadband and it always remained connected.

Upgraded to Sky Full Fibre.

Followed the steps to connect Sky Q to new router and it was fine.

However, every time I turn on Sky Q after it has been off,  I get the following error "We can't connect to your broadband router".  I have to go through the same process of "Settings", "Network Setup", "Reset", "Confirm" "Press and hold the WPS button on the router"

Must be a way to avoid this every time and for it to just connect automatically like it did before, but I just can't work it out.

Any help much appreciated!

Thanks

Sean 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Sean3115  an invite to chat.