topic Re: New sky max hub not activating in Broadband

New sky max hub not activating

Abbie92 — Sat, 12 Oct 2024 16:30:06 GMT

New sky max hub and pod arrived Monday, activation date was Sunday (day before). Installed hub and at the end it said "we're setting up your max hub. This may take up to 20 minutes". It's now day 5 and still waiting. I've tried

reinstalling as advised at the bottom of the screen

I've tried resetting the hub by holding wsp button for 30 seconds

I've tried deleting the app and reinstalling

I've been in touch with sky and they seem baffled by it and told me to do all the above and wait 24 hours but still not working. I also can't connect the pod as it says the hub isn't activated.

Re: New sky max hub not activating

Chrisee — Sat, 12 Oct 2024 16:42:17 GMT

@Abbie92 your's is the second similar post I have answered today. Unfortunately there is very little you ccan do yourself 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 on the 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: New sky max hub not activating

Lisa-P1987 — Sun, 13 Oct 2024 07:38:12 GMT

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

Re: New sky max hub not activating

Addie15 — Tue, 15 Oct 2024 09:08:46 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: New sky max hub not activating

Holly1127 — Thu, 17 Oct 2024 21:25:07 GMT

I'm having the same issue, just got my pod yesterday and its been saying my hub needs to activate from 9am yesterday.

Re: New sky max hub not activating

Chrisee — Fri, 18 Oct 2024 06:57:07 GMT

@Holly1127 if tgecsettings for the Sky Max hub are not appearing in the My Sky app after signing out, closing and re-opening the app give Skybs call.

Re: New sky max hub not activating

Abbie92 — Fri, 18 Oct 2024 20:26:44 GMT

Still need help. Hub max still same as before

Re: New sky max hub not activating

Kat8584 — Sat, 19 Oct 2024 21:00:15 GMT

This is the same issue I am having. Have uninstalled the app, reinstalled it, signed out and signed back in as well as checking the hub itself. Been trying now for last the day or so.

Re: New sky max hub not activating

lettice — Sat, 19 Oct 2024 21:37:54 GMT

@Kat8584

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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

Re: New sky max hub not activating

John+B — Sun, 20 Oct 2024 05:46:09 GMT

I had same problem when my Sky Max hub and extender arrived on 7/10/24 - Sky Engineer came on 17/10/24 who was brilliant. It seems like the Sky Max hubs being shipped out need a firmware update. Engineer contacted SSC and gave them a BBP1 code and they started an update. So hub now connected and all devices, except for 2 Amazon Echo Show speakers which have poor connection (still work though). Hope this helps🙏

Re: New sky max hub not activating

Mr+Flibbles+86 — Sun, 20 Oct 2024 07:44:12 GMT

Thanks for escalating this. We’ve sent an invite to @Kat8584 to chat.

Re: New sky max hub not activating

John+B — Sun, 20 Oct 2024 08:16:37 GMT

Have an appointment for a Sky Engineer to inspect our system on 28/10/24 so hopefully this will resolve any issues. All of our connected devices are working apart from two Amazon Echo Dot speaker which are showing poor connection - they still function OK so not a major problem

Re: New sky max hub not activating

Ian0132 — Tue, 29 Oct 2024 08:08:32 GMT

Hi I'm having the same issue can't get my sky max hub to activate to connect booster pod, was on the phone to sky last night for 2 1/2 hours resetting hub, delete app, reinstall app, and still saying we are connecting to hub can take up to 20 minutes!!

Re: New sky max hub not activating

John+B — Tue, 29 Oct 2024 08:43:15 GMT

Mine is working fine after 2 x visits by Sky Engineers. The Sky Max Hub needed a firmware update which was requested by the first Engineer. After that the second Engineer checked over the system with his Sky X-Ray scanner - two devices (Echo Dot Speakers) were showing poor connection even though they work OK. All other devices are good such as Ring devices, other Echo devices, wireless printers, Mac laptop and Hive heating controls. Sky Engineers were great👏

Re: New sky max hub not activating

Phoenixsmart — Wed, 30 Oct 2024 16:24:11 GMT

I am having the same issue, my box was delivered on 22/10/2024 and was activated on 29/10/2024

Re: New sky max hub not activating

Chrisee — Wed, 30 Oct 2024 16:28:56 GMT

@Phoenixsmart I haveescalated 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 on the 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: New sky max hub not activating

Addie15 — Wed, 30 Oct 2024 17:24:25 GMT

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

Re: New sky max hub not activating

Kat8584 — Fri, 01 Nov 2024 18:27:18 GMT

I am still having issues connecting my sky pod even though my sky max hub is now activated. I've tried different points throughout the house so it's somewhere in the middle of the house but it just doesn't want to connect. I've gone from own issue to another now.

Re: New sky max hub not activating

John+B — Fri, 01 Nov 2024 19:44:07 GMT

I think you should get a Sky Engineer to inspect your set up - I had 2 x visits by Sky Engineers. The most recent visit by the Engineer went around the house with a Sky X-Ray device and showed me were the signals were weak - we have 20 devices and only 2 Echo Dot devices have weak connections (although still working OK). The Sky Max Booster was moved slightly as recommended by the Engineer. We now have a working system. So get an Engineer visit arranged.

Re: New sky max hub not activating

Addie15 — Sat, 02 Nov 2024 08:38:35 GMT

Update-We are closing this invite due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.