I cannot connect my sky puck to my broadband

[Spilly1]

New customer, I have tried to set up my Sky puck, I have a new 5g router by Three, cannot get a connection it says Something went wrong please try again. I have checked my router put in the correct password, turned it on and off, reset the device, all to no avail. The screen tells me on advanced settings that my wifi is on what room it's in Three tells me there is a device I need help😱

[Stephen+Mourton]

@Spilly1   Is your router in the same room as your puck?  If so does it have a clear line of site to the puck and away from a window and other objects.  Likewise is your puck close to other electrical devices?  If so leave an area around it clear.

[Spilly1]

Thank you, my router and puck are next to each other , tomorrow I'm going to get an Ethernet wire and see if that works. If no joy, the lot goes back!

[Fothergill1]

Hi @Spilly1  Have a look in your Network settings.  In the Network connection it should say Status  / Connected.  Select this and it will show which network it is connected to.  As you mention you have a new router I'm wondering it your puck is trying to connect to your old router/network.  You will see an option to reset.  Select this and try setting the Network up again to the new router (make sure you have the password handy).

Good luck.