Broadband hub not showing in mysky app

[Tommyg1986]

Changed back to sky broadband last week. I've been unable to get the hub to show on the mysky app. Tried all the things suggested within the forum, resetting, changing passwords, uninstalling apps.... As suggested, I tried to call sky today to get it manually linked, as this seems a regular problem.... After telling them that I'd tried all the usual stuff, they began by telling me to uninstall the app, resetting, etc.... Stopped them there and yet again told them I'd already tried all this and just need them to link it. After a few minutes silence they came back to tell me my equipment is faulty and needs replacing, so I just hung up.... can any of the experts on here get my hub linked to my account please?

[Tommyg1986]

So, I've also now discovered that while on the broadband, emails will not send and recieve, various websites and apps will not load. This is on multiple different devices, all of which are absolutely fine when using mobile data. Oh the joys of sky!! Good job im still withing my cooling off period!

[JimM1]

@Tommyg1986 Are you connected to sky and using the sky Max hub to your account side?

[Tommyg1986]

Yes, connected to sky, using the white sky max hub

[JimM1]

@Tommyg1986 Two things, if you can get to your account and manage to login to it via a web browser, then get to the products and adjust the Broadband Shield to off, if not able to set that sky CS can do it for you... You can set it back to the level later as you need, sky say 2 hours for changes but i always say let it take 24hrs for all to filter through!

The App/sky Max hub have to be attached account wise, if it fails then CS are the only ones that can sort it out, they do not like push back so it is better to just go with the flow, they also say it can be later in time and just all gels together, one of the reasons that i do not use the app or a sky max hub...

[Tommyg1986]

Already adjusted broadband shield but to no avail. Tried all the usual resets, log out, change password, factory default, to try and get it to show on the mysky app (had broadband just over a week) and still nothing. I called sky yesterday to get it 'on boarded' as most of the forums suggest needs to happen, but the operator was less than helpful by trying to get me to do things I'd already told her I'd tried

[JimM1]

@Tommyg1986 If a new sky Max is winging it's way to you now and sky Have tied all the serial number account side together then it's a sit tight and see how it all goes, if some off the more experienced user's max and account see the post they will jump in and suggest anything that comes to mind, it is just better to let sky go through the process when calling, they may just have a step by step that works out and they will be watching what is going on, you just don't know one step may flag up to them and they can reset at there side! 

[Tommyg1986]

I just hung up in the end, I'd had enough of being told to try to do things I'd already done so don't think a new hub is on the way. Considering it seems to be a  common issue with it linking to accounts even back in 2024, you'd think their support would know that it just needs pairing at their end as others have had done, but I haven't got time to keep calling them, hoping to get through to someone who understands this

[JimM1]

@Tommyg1986 Got you, have never had to go do it so not aware off the steps involved to try and onboard a sky max and the stupid app side to all work together nicely, not sure how you get sky CS to assist you, call handlers can be from anywhere!

[Tommyg1986]

From what I've seen, it seems its better to get posts escalated on here as they know what needs to be done, its potluck if you get someone with decent technical knowledge on a call to them

[JimM1]

@Tommyg1986 As far as i can see, the sky escalation process that the superuser's would flag up and direct is not working to sky at present so it is not going to be an option that way for you!

[Tommyg1986]

Oh, well thats just great!!! I did wonder why there doesn't seem to be a lot of escalations recently