Issue with Sky app and Sky Max Hub

[Keziahkruger]

 

 

I have the following issue I can't connect my sky max hub with the app and I don't know how to fix that issue as I am connected on sky broadband already why I can't connect the device in the app.

[Keziahkruger]

I scan the qr code in the box and I try to start the installation but I receive always a message oops something goes wrong, then i click i already have internet but doesn't want to connect what i need to do, does anyone face this issue before.

[proyal1701]

I have the same issue. My hub is connected to the internet, I am getting the required speeds and all my devices are connected. However, we have one room that gets no signal. I spoke to Sky and they sent me a WiFi Max Pod but when I try to set that up it tells me i need to set up my hub first and I just get the same errors above. Oops something went wrong or setup not completing long after the stated 20 minutes.

[Kataki]

We're you able to resolve this? I have the same problem and now my old hub will not work either so left with no Internet 

[Keziahkruger]

Unfortunately still trying after 3 months.

[Bree1]

Did you manage to resolve this issue? I am getting the exact same thing. Extremely frustrating and unable to find a contact number for sky. 

[Kataki]

Hey, nope... i got my old hub back up and running. Frustrating got no where with it myself and have been charged for not returning the old hub... bit of a joke to be honest.

[Bree1]

Oh no, that's ridiculous. I won't hold my breath then! That's unbelievably cheeky of them!

[Kataki]

I know very frustrating... I am moving house soon so I am hoping I can  get it sorted then, but if you are able to find anything please let me know 🙏 I would like to get my money back if I can 😛

[Keziahkruger]

Unfortunately still not find a solution and I am September of 2025 , the problem started on October of 2024, so I just received recently the 7th or 8th max hub replacement fingers crossed is going to work. Actually is so diffucult as if I can't even use my sky max pod because asks me to have the max hub in my sky app. So from the 2nd floor and above no internet really.

[Keziahkruger]

Unfortunately still the same scenario an other max hub arrived not a solution, still can't onboard everything, I have 1 router that works and they can't even change the mac address to this one on their system so I can finish the onboarding the only response that I get is use the newest router that we sent you, while the new router they send me doesn't even gives me internet and unfortunately I work from home and my wife is came out recently from a surgery plus I have cameras so I can't live the house without internet for 24 hours or so, engineer came home he couldn't even believe that for 12 months that my problem has not been resolved, so I am asking kindly someone that knows how this problem can be solved because I have reach all the limits of patience and mentality here.

[Keziahkruger]

Problem resolved today , the solution in my problem was that the OTN ( Openreach router ) that i had in my house was too old to understand and communicate with the technology of the new Sky Max Hub, so Openreach engineer arrived and replaced it with a new technology OTN router and in 10 minutes all my issues has been resolved and I was able to connect my sky max pod too. Lesson from 12 months issues, never give up the solution is there but sometimes we can't see it, is not always what we think. So please don't get disappointed with Sky before you exhaust all the solutions available.

[Chrisee]

@Keziahkruger if a Sky engineer could not work out what is wrong it is unlikely forum members can sort it for you. The fact multiple hubs have. Not worked implies either an issue within your home or more likely your Sky account is badly screwed. All I can suggest is buying your own equipment if the Sky hub stays connected then simply buying a mutiple unit whole home WiFi set up maybe the answer.

My own home presents wifi challenges which I solved with a cheap (under £100) TP-Link Deco system which provides wifi coverage in every room of a 3 level home behind a Sky hub with its WiFi disabled.