WiFi Hub Set Up Not Complete & Mobile Device Issues

SimonP12 — Tue, 28 May 2024 09:24:24 GMT

Hello,

Would have preferred to speak to someone direclty at Sky, but seems being able to get through to someone on the phone is near-on impossible. I've two issues/questions I need a hand with.

1 - Hub setup not complete on App

Received Sky WiFi Max Hub last week. Attempted to install via the App per instructions, after a while (30-40 minutes) the app seemed to get stuck in a loop 'We're setting up your Hub', though the light on the hub was solid indiciated it was connected. A quick attempt to connect on our new Sky Puck affirmed this, and devices have since connected fine.

We're now a few days later, the App is still stuck in that 'trying to set-up my hub' status. Equally despite having connection, the on the Service Checker tab, I'm seeing red warnings that there's an 'Issue', yet when I run the 'Let's Fix It' tests, it'll show no issues in the area and strong connection to Hub and Devices.

Does anyone know a way to get around this, or indeed how I can restart this process from the beginning to try and clear this in the App? Despite the 'We're setting up your hub' button then asking me to Call Them, it's clearly not that easy to pick up the phone and talk to someone as I mentioned.

2 - Slow connection on Mobile Devices

The other, more genuine issue, I'm struggling with is the connection on Mobile Devices. The WiFi is tracking at an average of 72mb/s other the last few days, and I've seen no issues on Streaming or the day I was working from home since we set it up. I am however noticing issues on mobile devices. Myself and my wife both have iPhones (differing models), and we're often seeing web pages take an eternity to load or videos freezing. We've then tested by disconnecting phones from WiFi to see where the issue is, and sure enough, when the phone switches over to 4/5G, the page/video will load instantly.

Has anyone else experienced a similar issue or know how to rectify this? I know the challenge I'll have with Sky is that when I run the tests, the signal is strong so they won't see an issue our end, but this one is fairly annoying.

I've added a couple of screenshots below to try and highlight some of the issues visually.

Thank you in advance. Indeed if anyone on here works for Sky and can give me a number to speak to someone, that would be preferred. Less than 7 days into our contract and it's already a little concerning.

Thank you in advance.

Re: WiFi Hub Set Up Not Complete & Mobile Device Issues

jamesn123 — Tue, 28 May 2024 14:27:23 GMT

Hi @SimonP12

I've escalated your post to chat with a Sky rep, look out for a message on the forum

Re: WiFi Hub Set Up Not Complete & Mobile Device Issues

Addie15 — Tue, 28 May 2024 14:39:44 GMT

Hi there! Thank you for escalating this. We have sent an invite to @SimonP12.

Re: WiFi Hub Set Up Not Complete & Mobile Device Issues

Lisa-P1987 — Thu, 30 May 2024 14:25:16 GMT

We are still looking to help you @SimonP12 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: WiFi Hub Set Up Not Complete & Mobile Device Issues

Kaleigh2104 — Sat, 26 Apr 2025 06:10:43 GMT

did you ever get this resolved im having the same issue

Re: WiFi Hub Set Up Not Complete & Mobile Device Issues

Chrisee — Sat, 26 Apr 2025 07:26:59 GMT

@Kaleigh2104 you would be better posting details of your issue in a new thread when forum members can advise. Remember you are talking to customers so explain the issue and what you have done so far to resolve them.

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WiFi Hub Set Up Not Complete & Mobile Device Issues

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Re: WiFi Hub Set Up Not Complete & Mobile Device Issues

Re: WiFi Hub Set Up Not Complete & Mobile Device Issues

Re: WiFi Hub Set Up Not Complete & Mobile Device Issues