topic Re: new router in Broadband & Landline

new router

doctorg — Thu, 16 Apr 2026 13:07:44 GMT

So the new router password will not work till next week?? I can connect to my pc and iphone using the QR code and side button but the Sky TV needs to password which does not work. I have wasted 2 hours trying to reset the sky boxes as I had to re install the old router. EE assured us that the Broadband would work normally but this is a nightmare which will repeat next week when I have to re- insatall the new router again. I do not have confidence that the password will work.

Re: new router

Peter_W — Thu, 16 Apr 2026 15:17:37 GMT

Welcome to the Community, @doctorg

This is a public forum and we don't have any access to your account or know the details of any previous conversations with our team.

What exactly has happened with your new router?

There shouldn't be any reason why the QR code would work but the password on the slide out card doesn't, so are you sure you're entering the wireless connection key and not the admin password?

Peter

Re: new router

doctorg — Thu, 16 Apr 2026 15:31:50 GMT

I am definitely entering the correct password NOT the admin password. I was told on the phone the EE team that the password will not work until the switch to digital next week but I am sceptical having tried 30 times with the password correctly entered.

I have also been told that I can login and change the password to my previous password but I cannot find how to do this,. EE say that cannot do it remotely yet? When I switch back (for the second time) my old router to the new router next week, I am concerned that without a working password my SKY TV cannot be set up. I need help.

Re: new router

doctorg — Thu, 16 Apr 2026 15:46:35 GMT

sorry I have not found a solution. EE admitted this problem on the phone to me and also said some alarm systems are having a similar issue- they said I am not the only person with this problem

Re: new router

Peter_W — Thu, 16 Apr 2026 16:12:42 GMT

@doctorg Usually when you set up a new Hub via the app, it will give you the option to transfer the settings from your old Hub.

Could it be a case that you did this and it retained the old password?

Also if you've been told that this won't work for a week by our team, do you have the option to use your old router in the interim?

Peter

Re: new router

doctorg — Thu, 16 Apr 2026 16:20:37 GMT

Thank you for trying

I have tried the old password and it did not work. I did not ask for the old password to be transferred over.

I am now using the old hub again but I am seriously concerned about trying the new hub again. Without a working password SKY will not work and each minibox needs to be set up individually. I will have to call EE for the third time and hope they can resolve it next week but I am losing faith. This has taken me hours.

Incidentally I have the app on my phone but it is of no use in setting up the new hub.

Re: new router

Peter_W — Thu, 16 Apr 2026 16:29:27 GMT

Thanks for giving that a go, @doctorg

If this is the specific advice you have received from our team, then I'd recommend following what they advised and give it a go once the new service is active.

Please keep us posted on how you get on.

Peter

Re: new router

doctorg — Wed, 22 Apr 2026 15:24:49 GMT

The promised switch over promised for today has not happened yet so I am still sticking with the old router as the TV connects with this ok. I still do not have faith that the password on the slider will work when I make the switch.

Re: new router

Conrad1961 — Wed, 22 Apr 2026 17:13:17 GMT

I would do a factory reset of the new router before you switch over. You just need to power it up, no need to connect to anything hopefully, and press the reset down for about 30 seconds. This should return the router to its factory settings which should be the codes as per the slide out - if this doesn't work then you probably need a replacement router as there will be no way of knowing what the passwords are which is very rare but can happen.

Re: new router

doctorg — Thu, 23 Apr 2026 06:01:06 GMT

So all is good now but it took 5 calls to EE to resolve. We changed the password but that didn't help and in fact creat4ed chaos because the laptop and phone kept remembering the old password and would not connect. The TV has been sorted because EE applied a fix so there was a new SKY login. Factory reset worked thanks.