topic Re: Sky router controls missing from MySky app in Broadband

Sky router controls missing from MySky app

BigDave1980 — Mon, 17 Jun 2024 14:40:21 GMT

Hello everyone,

I've recently moved from a Now Broadband DSL conection to a new Sky Broadband FTTP service. The package I opted for was Sky Broadband Ultrafast Plus (up to 500Mbps I believe). I was sent the new white router, an SR213, which I was not expecting as I have not purchased the Sky WiFi Max product. The installing engineer mentioned that everyone seems to be getting the SR213 now regardless of whether they subscribe to WiFi Max.

It's all installed and working perfectly but when I tried to change certain settings via the router's web interface I got the "Managing your home network settings is now easier than ever. Please download the My Sky App to set up port forwards, among many other features and settings" message.

I already had the MySky app installed but the options relating to the router/hub were not there. So I uninstalled the app and reinstalled it, but the options still aren't there. All I have are the options for Broadband Shield and Internet Security as shown in my screenshot. I've trawled through a few forum threads where other people had the same or similar issues and I see that Sky probably need to do something from their side to allow me to see the options in the app. It's been installed and live for about 4 or 5 days. Can somebody please take a look at it for me?

Thanks!

Re: Sky router controls missing from MySky app

Highlinder — Mon, 17 Jun 2024 14:53:50 GMT

@BigDave1980 When was the FTTP installation completed?

Re: Sky router controls missing from MySky app

BigDave1980 — Mon, 17 Jun 2024 14:58:19 GMT

@Highlinder It was installed and went live 4 days ago, on Thursday of last week.

Re: Sky router controls missing from MySky app

Highlinder — Mon, 17 Jun 2024 15:07:17 GMT

@BigDave1980 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky router controls missing from MySky app

BigDave1980 — Mon, 17 Jun 2024 15:11:45 GMT

Ok thanks @Highlinder that's great. I'll wait to see what happens.

Re: Sky router controls missing from MySky app

TimmyBGood — Mon, 17 Jun 2024 15:18:05 GMT

@BigDave1980 wrote:

I was sent the new white router, an SR213, which I was not expecting as I have not purchased the Sky WiFi Max product.

Sky now provides the Max Hub for all Ultrafast connections: it's the WiFi Max service (booster pods, Parental Controls and 'AI-powered internet security') which has an extra subscription fee.

Re: Sky router controls missing from MySky app

Greenfingers001 — Mon, 17 Jun 2024 15:17:12 GMT

Thanks for escalating this. We’ve sent @BigDave1980 an invite to chat.

Re: Sky router controls missing from MySky app

BigDave1980 — Wed, 19 Jun 2024 16:25:21 GMT

Just an update on this one, Sky did get in touch with me via chat on here and after going through some security checks they confirmed that there was some kind of issue with my new FTTP service and have asked me to contact them directly, which I will do. I am not sure at this stage what the issue is, because they didn't say. The service is still up and running at this point in time. If there's anything that may be interesting or helpful to others then I will update again here when I get a chance.

Re: Sky router controls missing from MySky app

BigDave1980 — Sat, 29 Jun 2024 13:58:26 GMT

I called Sky as requested on the private chat and asked for the order recovery department as instructed. The person I spoke to checked into the status of my ticket and said he was escalating my ticket to "network" as order recovery wouldn't have been able to help with it. He said somebody from Network would contact me. That was quite a few working days ago now and unfortunately I still don't see the router settings in the Sky app. When I go onto the MySky website and log in, I look uder My Products and all I have there is TV, no mention of any broadband/talk products. I'm definitely a customer though - I'm using it right now. The broadband works perfectly but Sky told me there is an issue with it, which I think is more likely to be an account issue rather than a service issue. Is there any way for somebody to have a look into what's going on with it for me please?

Thanks!

Re: Sky router controls missing from MySky app

BigDave1980 — Sat, 29 Jun 2024 20:05:42 GMT

Hello @Highlinder , just tagging you in case there was any way you could bring this one to the attention of Sky again. Ref my previous case from earlier today. The connection is working fine, but I now need to set up port forwarding on my router and the settings can only be changed via the app. Problem is, I still can't see my router settings within the app - or even that I subscribe to any broadband services from Sky. I's certainly on my bill though.

Cheers!

Re: Sky router controls missing from MySky app

Highlinder — Sat, 29 Jun 2024 21:04:55 GMT

@BigDave1980 So your still not able to see these settings on the Sky app. What did Sky say about getting this sorted when you spoke to them through the escalation on what needed to be done and was there any follow up that was needed done by yourself.

Re: Sky router controls missing from MySky app

BigDave1980 — Sat, 29 Jun 2024 22:38:21 GMT

Hi @Highlinder , they said they were escalating it to "network" and that they'd be in touch with me but I've not heard anything more about it so far. They haven't asked me to do anything from my side at all, that I'm aware of.

Re: Sky router controls missing from MySky app

Highlinder — Sun, 30 Jun 2024 08:36:07 GMT

@BigDave1980 It might be a good idea to give them a call back and see if there are any updates on this issue and why no one has got back to you.

Re: Sky router controls missing from MySky app

Quidnunc1 — Tue, 09 Jul 2024 13:27:03 GMT

Just received my Hub 6 router and got activated today, now seem to have an identical problem. Internet works fine at 500mbps, but I'm unable to change the SSID/password due to the missing router in the Product Settings section of the MySky app. I've tried the usual way on the web portal but SSID is nanny locked so I can only use the default settings. Not very happy about this!

I now face the prospect of updateing some 40+ devices in our household to the router's default SSID/password so security and other sensors will work, before I go away tomorrow.

Re: Sky router controls missing from MySky app

BigDave1980 — Tue, 09 Jul 2024 15:20:22 GMT

@Quidnunc1 Yep, exactly the same problem as I have. Let us know if you get anywhere with Sky sorting it out, because mine is still the same as when I first reported the issue unfortunately. I need to set up port forwarding through my router and am still unable to do so. Nobody has got back to me about it from Sky like they said they would. It's a little disappointing to be honest. Maybe you should raise it as a new thread, because that will hopefully prompt somebody here to escalate it to Sky for you and they will probably send you a private chat message like they did for me.

Re: Sky router controls missing from MySky app

BigDave1980 — Fri, 12 Jul 2024 18:53:54 GMT

Hi @Quidnunc1 , did you get anywhere with getting yours sorted out? Still no furthe rupdate from Sky about mine. I guess it's unde rthe carpet with all the others.

Re: Sky router controls missing from MySky app

Quidnunc1 — Fri, 12 Jul 2024 19:30:28 GMT

Not a dickybird. The router is still not visible in product settings. Check your services says broadband and WiFi are OK so it's clearly seeing all it needs to see.

I've configured a Zyxel access point which saps speed but now replicates my previous SSID and password, at a mere £63...

I'll reignite my thread next week and let you know if I get anywhere.

Re: Sky router controls missing from MySky app

Adam159 — Wed, 31 Jul 2024 17:36:02 GMT

HI, I seem to be having the same problem, I can't see my sky max hub or my pod in the mysky app, I've been connected for 3 days now! I was told to wait 24 hours then told again to wait another 48 hours!lol.

I have booked an engineer visit for Monday, if that doesn't resolve it could you please escalate this for me.

Thank you.😁

Re: Sky router controls missing from MySky app

BigDave1980 — Wed, 31 Jul 2024 18:33:41 GMT

Mine has been like it for about 7 weeks now so don't hold your breath waiting to get yours sorted. Still no response from Sky. Yes, I could call them but why should I have to? The service works fine, and I have recently found that I can change my Wi-Fi SSID and password by logging into the hub after I rebooted it a couple of weeks back, which I'm certain I couldn't do previously. It's too late now though, because I have already had to change the Wi-Fi settings on all of the devices I have around the place to match what they were set to on the new hub. I still can't see the hub in the app, though. It's probably worth rebooting your hub at some point and seeing if you can change the settings via the admin page after that. Good luch with getting it sorted, let us know what happens.

Re: Sky router controls missing from MySky app

Quidnunc — Wed, 31 Jul 2024 19:29:02 GMT

Expect no help from Sky. They just give fob-off excuses to get you off their backs. Mine router still isn't visible in MySky and the nanny controls prevent me from changing any settings. I've sacrificed some speed and installed an access point. Of course Sky should be compensating me for the cost/hassle/speed, but that's a hopeless cause too. Good luck!!