Issue With Wi-Fi and Hub

[Max281]

 

 

Since this morning I’ve been facing the same issue: I’m unable to connect to Wi-Fi because my broadband network does not appear in the list of available connections, and I’m also unable to connect via the QR code. I’ve reset the hub multiple times with no success, and my Sky Wi-Fi network still isn’t showing in the selection list.

When I check the connection through the Sky app, everything appears to be fine, yet I still cannot use the Wi-Fi. I also cannot access the router via its IP address — it simply won’t connect.

Can someone from Sky please help with this? Alternatively, can someone provide a working customer service number (ideally one that offers out-of-hours support) and/or a customer service email address? I only joined Sky yesterday, and after reporting this issue on chat this morning, I received an email from Sky saying that if I’m not happy, I can leave. I’m not sure whether that was meant as a helpful gesture or sarcasm.

When I try calling 0333 759 1059, I can’t reach anyone. Even when the automated system says it will connect me to a specialist, it continues the automated conversation and then hangs up after asking whether the issue is resolved — which it isn’t.

I need help.

 

[TimmyBGood]

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@Max281 wrote:

Can someone from Sky please help with this?

Unfortunately this forum is not a point of contact with Sky support staff.

Alternatively, can someone provide a working customer service number (ideally one that offers out-of-hours support)

There isn't any 'out of hours' contact.  The number you have is the only one advertised.

and/or a customer service email address?

Sky doesn't offer that facility.

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The symptoms would tend to suggest that your Hub is either DOA or perhaps failed during its initial update.

[Max281]

Had same thought, yet still not sure what to do with it. Will try again call Sky in the morning. Maybe then will have some success to speak with someone than robot  to get it replaced or some engineer visit to have a look and confirm that it's DOA. 
Unless they can reviwe it remotely. 

[JimM1]

@Max281 Have you tried a full factory reset on it, hold the wps button in watching the light on the front, takes 10-30 seconds with the hold, allow to reset and see where it goes!

Does your card match the label on the bottom off the sky Max hub. 

If you switch the hub off, what do you see when you scan for networks with your mobile, does one off those listed now disappear because the hub is off?

[TimmyBGood]

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@Max281 wrote:

Maybe then will have some success to speak with someone than robot  to get it replaced or some engineer visit to have a look and confirm that it's DOA. 

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The best advice is to remain silent during the AVR, which should then default to a call centre (during working hours)

A hardware replacement is more likely than a callout.

[Max281]

I did tried factory reset. But will try again with 30 second. After rebooting it's just go to white light but still not on the selection list... 

yeah, label match the router. So all good.