topic Re: New customer Sky max hub not found on devices. in Broadband

New customer Sky max hub not found on devices.

OldSoulKev — Thu, 19 Sep 2024 16:56:52 GMT

I'm a new customer and my service was setup and installed yeaterday. It was working fine yesterday. This morning after waking up no devices could find my sky max hub. The device isn't listed. We've confirmed this across 3 mobile phones, 2 laptops and the sky stream puck. I have tried the steps in the my sky app to troubleshoot issues. Rebooting the hub. Disconnect and reconnect the ethernet. Nothing works, the sky hub isn't showing any network connection. I've run the service checker several times over the day. It states everything is working, which it isn't. This is beyond frustrating.

Re: New customer Sky max hub not found on devices.

Al_why — Thu, 19 Sep 2024 18:13:01 GMT

Ours is the same. Was working fine all day until about half an hour ago. App says all is OK but can't see it on any devices.

Re: New customer Sky max hub not found on devices.

Lettuce — Fri, 20 Sep 2024 08:35:04 GMT

Did you sort this we have the same problem

Re: New customer Sky max hub not found on devices.

OldSoulKev — Fri, 20 Sep 2024 09:10:59 GMT

@Lettuce

Nope, not yet. They're going to call me back tomorrow (Sat) sometime between 9.00am & 9.00pm !!

Unless they can somehow remotely restore the wi-fi signal from the hub, I suspect I'll need a new hub.

I have however, ran an ethernet cable from the hub direct to the puck and my TV service then works fine, so it's definitely a dodgy hub. I've let them know this, so I can only hope they take this onboard before they eventually ring me.

Re: New customer Sky max hub not found on devices.

Lettuce — Fri, 20 Sep 2024 12:53:27 GMT

Hi so mines now fixed turn it off. Un plug for 1 minute and then let it load and then press the wps button for around 30 seconds then the light change colour and flash then will go off let go then let it reload up the light will go several colours it takes a while but it worked.

Re: New customer Sky max hub not found on devices.

OldSoulKev — Sat, 21 Sep 2024 10:42:22 GMT

Holding down the Wps button to reset the hub has also worked for me!

Thanks! Would never have thought to try that if you hadn't said.

Re: New customer Sky max hub not found on devices.

Stu761 — Sat, 21 Sep 2024 11:26:59 GMT

Mine sky max is still have issues with wifi was installed on the 18th of sept same issue waiting in a long queue now with sky

Re: New customer Sky max hub not found on devices.

Michael2710 — Sat, 21 Sep 2024 11:44:25 GMT

My "ultra fast broadband" was installed the same day (18th Sept) and I still can't make or receive phone calls. Sky Max Hub is not showing on the app. Reported the issue to Sky numerous times to no effect. They just disconnected a mobile phone call from me after I was holding on for 37 minutes.
Not an impressive start!

Re: New customer Sky max hub not found on devices.

Shabba77 — Thu, 12 Jun 2025 20:25:50 GMT

Hold down the WPS button on right hand side for 30 seconds. Works. Why on Earth this isn't in the setup guidelines and the very first online suggestion baffles me. Very annoying Sky!!

Re: New customer Sky max hub not found on devices.

JimM1 — Thu, 12 Jun 2025 20:30:39 GMT

@Shabba77 Although the Factory reset worked for you it can be very detrimental to hub operation if user had made changes, new then yes who cares not much to go back too.

Re: New customer Sky max hub not found on devices.

Shabba77 — Thu, 12 Jun 2025 20:35:20 GMT

New today Jim, just wasted 2 hours of my life trying to get it to work.

Re: New customer Sky max hub not found on devices.

JimM1 — Thu, 12 Jun 2025 20:41:03 GMT

@Shabba77 Sky Max out to test the patience off a saint, but you passed, best advice just let it settle for a couple off day's, let it do any off it's FW updates, and give the Hub time and sky time to get all the two working and in sync with each other heavly tied into the sky account side and operation with all that involves mobile app control!!!!.

If not hope you got plenty of hair to pull out!