5g Router won’t connect with sky puck.

[MrMWB]

My aunt has a 5g router and it works perfectly with every device apart from one her sky puck. Well that’s the case for the last 3 weeks anyway, before that it worked perfectly fine with the sky puck, now every time I try and connect it to the sky puck the ip address can’t be found by the puck. I’ve even tried connecting it via Ethernet cable and have the same issue. I got in touch with Sky and had them send out a new puck believing that to be the issue, but the same issue happens with the new sky puck. I contacted Three via phone last week and they did some background checks and found nothing wrong. I’m at a total loss as to what to do. My aunt is disabled and watches a lot of tv so it’s important we get this fixed. I’m not currently at my Aunts flat so I can’t check or do anything currently, but any advice would be very appreciated for when I’m next there. Thank you for reading.

[Anonymous]

Have you tried rebooting your router? I have two Sky pucks and had this issue with one of them and restarting the router solved my problem.

[MrMWB]

Yeah, done all that when I was on the phone to three last week. Rebooted, pressed the reset button, and rebooted sky puck.

[JonathanB · Accepted solution]

Hey @MrMWB,

This could be related to the issue described on FYI : IPv6 Prevented VPN Connection, although the initial post was about VPNs, some users have reported that setting their router to a manual APN and IPv4 only has helped with some device connection issues.

Thanks,
Jonathan

[MrMWB]

Thanks, I’ll give this a try next time I’m there 👍🏻

[MrMWB]

That worked, thank you so much. One happy aunt now 👍🏻