topic Re: Sky Max Hub not showing under products in Broadband

Sky Max Hub not showing under products

Geokin — Thu, 30 May 2024 19:30:55 GMT

Hi! I ordered the Gigafast Sky Max Hub and had the Openreach engineer install and activate the hub more than a week ago. The WiFi is working fine but I can't change the password or name because the Sky Max Hub isn't showing up on my "products" page in the app or the website.

Every set of instructions states that I can change settings by clicking on the products tab and selecting the hub, but I can't find any way to add it to my account.

any suggestions?

Re: Sky Max Hub not showing under products

Chrisee — Fri, 31 May 2024 06:18:45 GMT

@Geokin this does happen to some customers and it requires Sky to fix. Therefore I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Sky Max Hub not showing under products

Addie15 — Fri, 31 May 2024 07:32:39 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Geokin.

Re: Sky Max Hub not showing under products

Geokin — Sat, 01 Jun 2024 08:58:17 GMT

Thank you!

Re: Sky Max Hub not showing under products

Locutus — Sat, 01 Jun 2024 19:01:44 GMT

we are experiencing the same issuse been told to wait 24hours and it will be in the app but nope. We waited. No wifi max settings in app 😞

Re: Sky Max Hub not showing under products

Mr+Flibbles+86 — Sun, 02 Jun 2024 07:34:14 GMT

Hi there @Locutus , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Max Hub not showing under products

Mr+Flibbles+86 — Tue, 04 Jun 2024 07:44:32 GMT

We are still looking to help you @Locutus . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Sky Max Hub not showing under products

Mohsin3 — Thu, 06 Jun 2024 06:22:44 GMT

We are experiencing the same issue, its been more than 24 hours.

Re: Sky Max Hub not showing under products

Jason102 — Mon, 10 Jun 2024 10:13:41 GMT

Hi,

I have recently joined Sky and have the same issue.

Initally I changed my Wifi settings via 192.168.0.1 and it worked fine, but since having to power down my router a few days ago it has removed that option, persumably via a firmware update.

When I access the 'My Sky' app I only options I have under 'Product Settings' are 'Broadband Shield' & 'Internet Security'.

Could someone help with this please?

Thanks

Re: Sky Max Hub not showing under products

Mr+Flibbles+86 — Mon, 10 Jun 2024 10:17:04 GMT

Hi there @Jason102 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Max Hub not showing under products

Jason102 — Mon, 10 Jun 2024 10:19:55 GMT

Thanks, I'll keep an eye out for it.

Re: Sky Max Hub not showing under products

almuir — Wed, 12 Jun 2024 16:00:52 GMT

I have the same issue. I recently joined sky with a sky max hub, but I am unable to change WiFi settings because I cannot see the hub in the mysky app. When I access the 'My Sky' app the only options I have under 'Product Settings' are 'Broadband Shield' & 'Internet Security'. A.

Re: Sky Max Hub not showing under products

jamesn123 — Thu, 13 Jun 2024 10:28:09 GMT

@almuir

How recently did you join? Settings wont be available for the first 24-48hrs

Re: Sky Max Hub not showing under products

almuir — Thu, 13 Jun 2024 11:22:15 GMT

Hi @jamesn123 My contracted started on Monday 10 June. I'll keep checking over the next few days Thanks

Re: Sky Max Hub not showing under products

jamesn123 — Thu, 13 Jun 2024 12:36:52 GMT

@almuir

It should be working now really. I would recommend you contact Sky. I can escalate your post to chat with a Sky rep or you can call.

Re: Sky Max Hub not showing under products

Chazmal — Thu, 13 Jun 2024 14:51:31 GMT

My services styarted about a week ago and my hub is also not showing in the My Products section. I even tried unistalling and reinstalling the app but that didn't help.

Re: Sky Max Hub not showing under products

Chrisee — Thu, 13 Jun 2024 15:35:15 GMT

@Chazmal Sky need to sort this for you so I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Sky Max Hub not showing under products

Sam_Richardson9 — Fri, 14 Jun 2024 21:48:52 GMT

Hello, I am having the same issue. How do I escalate to sky please or do I need to call them? Thanks

Re: Sky Max Hub not showing under products

BenjaminPicton — Tue, 18 Jun 2024 09:53:13 GMT

Exactly the same issue for me too. My service went active last Friday and i'm unable to get access to the Sky Max Hub router options. I spoke to a Sky support member on the phone who said he'd never heard of the issue. I've tried everything from resetting the router to factory settings etc

Re: Sky Max Hub not showing under products

Rj278 — Tue, 18 Jun 2024 19:54:37 GMT

Also having the same issue, not showing in app.