Change Max Hub on MySky App

[mk7249]

Hello

I've having issues with Sky since Tuesday. Slow flashing green light on Max Hub. They've escalated to network team who have come back to say nothing is wrong and suggested replacing the Hub.

Got new Hub today, plugged it in and got a red light. Phoned Sky who have said I need to activate it by scanning the QR code as my previous Hub is shown on MySky.

Scanning the QR code takes me to a page that tells me about the MySky app. Nothing actually happens nor are there any instructions to do anything. The cardboard box does say not to connect before activation date, but when is the activation date for the new Hub (the old Hub had date on the box).

Sky have told me to wait until Monday now for their network team to get back to them.

Anyone have suggestions or can input?

TIA

[mk7249]

So I managed to get through to the "setup my Sky Hub" page which opens the MySky app.

When I click "Start hub installation" the next page says "Sorry - but something went wrong".

I had good service for 4 days after activation. At the same time it went off, Virgin Media disconnected me.

How does the MySky app update to show my new replacement Hub? And is the replacement Hub supposed to work out the box or I have to do the setup first?

For some reason, Sky won't answer my questions. They are telling me wait until Monday for their network team to investigate (2nd time).

Does anyone have any suggestions or could answer the above questions?