topic Sky Max Hub HOMEHUB6 in Broadband

Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 13:08:20 GMT

Hi.

I'm having problems with the above Hub.

I can see my network on my devices but wjen I try to join I get the page telling me I'm 'Not quite connected' and suggestions of how to put the cable in the socket, etc.

I've held the WPS button for 30 seconds a few times but tbe light goes yellow for a few seconds then solid red again and stays that way.

What should I do? Is there anything else I can try?

Re: Sky Max Hub HOMEHUB6

Highlinder — Fri, 27 Sep 2024 13:09:59 GMT

@Randomname2 Is today your activation date or are you already with Sky and upgrading your hub?

Re: Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 13:14:13 GMT

Thanks for replying.

I've been a Sky customer for a while with not too many issues apart from a weak connection.

It just stopped working this afternoon. My wife said she moved it slightly while cleaning but didn't drop it or anything. Could this be the cause?

Re: Sky Max Hub HOMEHUB6

Highlinder — Fri, 27 Sep 2024 13:15:39 GMT

@Randomname2 Did you check the cables are in properly still just in case one has come lose?

Re: Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 13:16:33 GMT

Yes, I've disconnected them and reconnected a few times but no luck.

Re: Sky Max Hub HOMEHUB6

Highlinder — Fri, 27 Sep 2024 13:23:07 GMT

@Randomname2 Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 14:25:38 GMT

'No known issues in your area' is green

'The connection to your hub' is red

What might this mean?

Re: Sky Max Hub HOMEHUB6

Highlinder — Fri, 27 Sep 2024 14:28:26 GMT

@Randomname2 does this let you click through to see if this finds out the issue and the next steps?

Re: Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 14:33:09 GMT

Yes. Annoyingly it hasn't worked and an engineer has been booked. Is there anything else I can try in the meantime or is it a faulty hub?

Re: Sky Max Hub HOMEHUB6

Highlinder — Fri, 27 Sep 2024 14:46:52 GMT

@Randomname2 Did it say it was a problem with the hub or did it say it was an external issue?

Re: Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 14:52:21 GMT

It says:

We can't see your hub

We tried to check the connection to your hub but it's not responding. It might not be switched on.

But there is a red light on the front of the hub

Re: Sky Max Hub HOMEHUB6

Highlinder — Fri, 27 Sep 2024 15:13:41 GMT

@Randomname2 If you only do have a red light on the hub then it might be the issue and you would need to call Sky and ask for a replacement.

Re: Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 15:24:12 GMT

Tbey have arranged for an engineer to come out tomorrow. Will they have a replacement or should I call and ask for a replacement instead of an engineer?

Re: Sky Max Hub HOMEHUB6

Highlinder — Fri, 27 Sep 2024 15:45:57 GMT

@Randomname2 See if the engineer brings the replacement for you.

Re: Sky Max Hub HOMEHUB6

Randomname2 — Fri, 27 Sep 2024 17:39:09 GMT

Plugged a different power cable in from another decice and now tbe light is constantly blinking white. I can join the network but there is 'no internet connection'