topic Re: Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning in Broadband

Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning

Juliemott2 — Tue, 28 Apr 2026 20:31:41 GMT

I’m looking for some assistance regarding my recent move to 1Gb Fibre. The installation was completed yesterday, and while my internet connection itself is stable and performing well (600 Mbps+), my Sky Max Hub appears to be stuck in a provisioning or "sync" loop with my account.

The current issues:

• App Sync: The My Sky app is not showing my device list or parental controls. It essentially acts as if the Hub is not there.

• Remote Management: Sky phone support has confirmed they cannot "see" my router remotely, despite me having a working internet connection.

• Sky Max Pod: My Pod is stuck with a solid purple light, even when placed in the same room as the Hub.

• Troubleshooting already completed: I have already factory reset the Hub (via WPS), reinstalled the My Sky app, power-cycled all equipment, and restarted my mobile device. Nothing has changed.

It seems like the Hub has not been correctly "provisioned" or registered to my new fibre profile on the backend, which is preventing it from communicating with the app and managing my connected devices/Pods.

Could someone please advise if there is a way to force a re-provisioning of my Hub, or if this is a known "waiting game" issue following a fibre upgrade? Any help in getting the Hub to report back to my account would be appreciated.

Many thanks

Re: Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning

Chrisee — Wed, 29 Apr 2026 06:21:53 GMT

@Juliemott2 these issues sometimes resolve themselves over night as Sky's systems refresh. If they dont keep in touch with Sky as they may have to either send you another hub or get a back office team to sort the error which takes time. This is frustrating but these issues are comparatively rare.

Re: Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning

GD1 — Wed, 29 Apr 2026 09:25:20 GMT

@Juliemott2 Your other thread regarding the same issue has been removed as you already have this one and a reply.

Re: Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning

Juliemott2 — Sat, 02 May 2026 04:47:50 GMT

It seems to have resolved its own problem if this was standard settling in issues then why did every sky customer service adviser I spoke to not know this ?

Re: Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning

Chrisee — Sat, 02 May 2026 05:54:59 GMT

@Juliemott2 its not standard the provisioning should be done before the hub gets to you. It seems your's was done late quitecehy i doubt you can find out.

Re: Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning

Juliemott2 — Sat, 02 May 2026 05:59:58 GMT

It was my existing hub it was the upgrade to the full fibre gigafast

what I wasn't told was that my parental controls and devices list were not there for 2 days so unpausing my grandson devices wasn't possible unless I did hard reset of router then sign all my 20+ devices back into the network 😂