topic Re: Sky max hub not setting up on mysky app in Broadband

Sky max hub not setting up on mysky app

Debs2011 — Tue, 29 Oct 2024 12:25:42 GMT

Got the sky max hub last week and have installed following instructions.

its working for the internet but just will not appear on the mysky app and has been saying installing then retry installing it since I've been trying to get it up and running so I can change settings etc.

also since the app won't set the max hub up I can't get the max pod to connect either.

its frustrating and I've tried everything that's been said in other posts in the community here.

the wife

Re: Sky max hub not setting up on mysky app

Chrisee — Tue, 29 Oct 2024 12:31:02 GMT

@Debs2011 the hub should connect if the service is live without needing the app just plug it in. If your activation is due today it can happen at anytime.. Until your service is live the app may not show the hub but it is worth logging out and closing the app to see if it shows up. If it doesn't show up,within 24 hours call Sky as some accounts need manual intervention.

Re: Sky max hub not setting up on mysky app

Debs2011 — Tue, 29 Oct 2024 12:32:37 GMT

Broadband was already active as the sky max hub was a replacement/upgrade to existing broadband hub. And it is working well just not able to access any settings to change name of broadband etc

Re: Sky max hub not setting up on mysky app

Debs2011 — Tue, 12 Nov 2024 15:01:06 GMT

Sky app now showing settings after two weeks of having the sky max hub

Re: Sky max hub not setting up on mysky app

Steven+Edge — Mon, 03 Feb 2025 21:13:18 GMT

same problem. Max hub is showing a white light so is working but the app which says it should be running in 20 minutes is still not showing installation complete after 48 hours. It also won't connect to the max pod Flashing white light. Two calls to sky and both no help at all. Advised to turn of for 15 minutes. Achieved nothing but a bit of frustration

Re: Sky max hub not setting up on mysky app

Stephhami — Mon, 03 Feb 2025 21:34:07 GMT

I'm also having the same problem 😞

sky have been zero help

Re: Sky max hub not setting up on mysky app

Debs2011 — Tue, 04 Feb 2025 06:57:25 GMT

It takes time for it to update. Mines updated on app after the first bill had been issued and paid for. It took 2 weeks from initial setup for the settings etc to appear on the MySky app.

Re: Sky max hub not setting up on mysky app

Chrisee — Tue, 04 Feb 2025 07:02:24 GMT

@Stephhami & @Steven+Edge you need Sky support if the whitechubsxare notvshowing in thecapp after signing out, closing the app fully and then restarting it doesntvsort your issue. Therefore I am escalating each of your posts to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Sky max hub not setting up on mysky app

Stephhami — Tue, 04 Feb 2025 07:08:02 GMT

Tried all of the above just now and it's just showing this when I start the app back up

Re: Sky max hub not setting up on mysky app

Steven+Edge — Tue, 04 Feb 2025 07:47:10 GMT

Same for me Shows the update screen 20 mins but no update

i need the extended wifi for work, i really dont need the sky advisors telling me to turn it off and on again 🤷‍♂️

going to give it another 24 hours then consider canceling and going to EE i think

Re: Sky max hub not setting up on mysky app

Debs2011 — Tue, 04 Feb 2025 10:08:13 GMT

For me it took 2 weeks for the MySky app to sort itself out.

but it now works and it's by far the best hub I've actually had from sky.

Re: Sky max hub not setting up on mysky app

Steven+Edge — Tue, 04 Feb 2025 18:27:36 GMT

The issue is I need the extender to reach further than the hub. So effectively I am a bit stuck

Re: Sky max hub not setting up on mysky app

Steven+Edge — Sat, 08 Feb 2025 18:32:22 GMT

for what it's worth

I have spoken to a few sky colleagues who advise the issue ref sky hub activation is taking days not 20 minutes, in my case has yet to activate, this the router won't connect to the pod

so no wife where I really need it and rather frustrated customer

where I struggle is being told the issue has been escalated is some news but there is no news at when the issue will be resolved ?
I guess at least sky won't charge while customers with this issue (forum suggests there are a good few)

Re: Sky max hub not setting up on mysky app

Steven+Edge — Sat, 08 Feb 2025 19:38:34 GMT

WiFi. Not wife. !!!

Re: Sky max hub not setting up on mysky app

Stephhami — Sat, 08 Feb 2025 20:52:10 GMT

Mines was activated manually by the next day and is absolutely fine now maybe worth asking for that to happen?

Re: Sky max hub not setting up on mysky app

Debs2011 — Sat, 08 Feb 2025 21:09:44 GMT

U still get charged for the service

Re: Sky max hub not setting up on mysky app

Steven+Edge — Wed, 12 Feb 2025 18:18:09 GMT

If this helps anyone

the issue was simply at the sky end - the hub was not onboarded

once completed everything kicked into play 👍

Re: Sky max hub not setting up on mysky app

Ej87 — Thu, 13 Feb 2025 07:13:59 GMT

just reading this thread, is the answer just wait two weeks and it will resolve itself? I've had the hub a week and still showing the below, just wondering whether it's worth ringing sky and getting told switch it off and back on again or they need to action something their end

Re: Sky max hub not setting up on mysky app

Stephhami — Thu, 13 Feb 2025 08:36:00 GMT

I called sky and they need to manually link it, definitley worth a call IF you get someone willing to help.

Re: Sky max hub not setting up on mysky app

Steven+Edge — Thu, 13 Feb 2025 13:09:31 GMT

Definitely call. It will need onboarding