Connecting Nuki 4th gen lock to sky WiFi

Had a 4th gen lock fitted for my mother who requires voice activation. I cannot get it to connect to a sky router

When configuring WiFi setting it says connection not possible please try again.
Signal is strong router supports 2.4 and 5
Have been in touch with customer support password has no special characters all capital letters which apparently can sometimes be an issue
Have rebooted router, removed batteries and pressed button changed battery from automatic to fast , created personal hotspot on phone all he suggested. Nothing works.
Anyone else struggled with sky router