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Discussion topic: Sky TV keeps losing connection to new Sky Full Fibre router

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This message was authored by Sean3115 This message was authored by: Sean3115

Sky TV keeps losing connection to new Sky Full Fibre router

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 

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This message was authored by Addie15 This message was authored by: Addie15

Re: Sky TV keeps losing connection to new Sky Full Fibre router

Posted by a Sky employee

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 

This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: Sky TV keeps losing connection to new Sky Full Fibre router

Posted by a Sky employee

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.

Thanks
Tom
Sean3115
Topic Author
This message was authored by Sean3115 This message was authored by: Sean3115

Re: Sky TV keeps losing connection to new Sky Full Fibre router

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 

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Sky TV keeps losing connection to new Sky Full Fibre router

Posted by a Sky employee

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

Thanks

Lisa - Sky Tech Team Expert
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