topic Re: Sky router controls missing from mysky app in Broadband

Sky router controls missing from mysky app

Ryan_1 — Wed, 19 Feb 2025 23:54:55 GMT

Hi,

I'm wondering if anybody can help me?

Issue: I am unable to manage my sky router using the mysky app.

More specifically I do not see my "sky max hub" when navigating to broadband > product settings. And therefore I cannot manage my sky hub using the mysky app (see screenshot below).

I have seen multiple other posts in this forum- where users have been able to resolve this by calling sky, or sky reaching out to them via message. However, I have now called 5x times to try and resolve this issue- with no luck! I have been repeatedly promised call backs which have never occurred.

In my latest call (19-02-2025):

the support engineer advised that I need to purchase Sky WiFi Max (for an additional £10/month) in order to manage my router.
This seems insane!! And based on sky's own documentation (and other similar resolved issues in this forum) ...I believe this to be incorrect!!

Can somebody please advise how I can get this resolved.

Thank you in advance,

Ryan

Re: Sky router controls missing from mysky app

jamesn123 — Tue, 25 Feb 2025 17:28:29 GMT

Hi @Ryan_1

Firstly its absolutely terrible that you've been told that you need to purchase an addon to manage your router, that's categorically false and I will flag this to a community manager for review.

As for your router, I can offer an escalation to chat for you but I can't guarantee it will result in a solution. You are correct that a small number of people have had issues like you where they couldn't get the Max hub to show in their Sky account for whatever reason.

Look out for a message on the forum

Re: Sky router controls missing from mysky app

Doc5907 — Tue, 25 Feb 2025 18:03:25 GMT

@Ryan_1

Just to add to this, when i upgraded to to Sky max in December i initially also had this issue which was solved by speaking to Sky's backend broadband specialists who resolved it overnight upon which I had full control in the app. And no, i didn't need to upgrade to wifi max add on.

Re: Sky router controls missing from mysky app

Tom-W19 — Wed, 26 Feb 2025 09:27:17 GMT

Hi @Ryan_1

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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