Issues following cancellation of WiFi Max

[Steve-35]

Hi all, 

I cancelled my WiFi max & stream subscription on Friday to revert back to Sky Q and following that I've now been left with issues with my WiFi. 

I've spoke with customer services already surrounding the issue and been assured all is well but again today every device I have either drops connection or fails to join the network with my devices saying it's the incorrect password. 

My WiFi Max router is disconnected & I'm using my previous SR204 hub. Having managed to log in to the router settings *i think* I may have found the problem. 

When looking at the summary status page it shows the network names for both my WiFi Max hub & my SR204 with the 2.4Ghz WiFi coming from the WiFi Max hub & the 5Ghz from my SR204....yet the WiFi Max hub isn't in use. Essentially it seems that my only hub - SR204 - is showing two different network names. 

I could of course be well off the mark with the above suspicions/theories but if anyone has any ideas on how to resolve this if it is an error I'd appreciate the advice as need this resolved before Q goes back in next week.

Thanks 

[Chrisee]

@Steve-35 ignore anything in the My Sky app as it takes a few days to sort itself.

It is possible your Sky Q boxes have picked up the wrong SSID. I would power down the  TV boxes then reset the hub by pressing and holding in the reset pin until the power light flashes. The hub should then show a single dualband wifi SSID thst mstches the label. Then power up your main Q box and go to the network settings and reset the network which will ask you to link to the hub using the wps button. After that repeat with Q minis. 

[Steve-35]

@Chrisee  

Thanks for your reply but at the moment I don't have any Q boxes connected unfortunately.

Owing to other issues relating to the cancellation of WiFi Max/Stream I couldn't just simply plug in my Q boxes & be back to normal, had to get a separate account setup for Q as there was still an imprint of WiFi Max on my account preventing Q being added to my existing account. 

Just off the phone with the call centre again & they don't seem to have a clue what's happening. Hub 4.2 (SR204) showing as active on my account but when they try to do a line  test the system is trying to connect to WiFi Max Hub rather than the SR204. 

Now just been told in a txt that following cancellation of WiFi Max (a) I get to keep the Hub as it's not loaned??? & (b) I've now to disconnect the SR204 & out WiFi Max hub back in!  Far as I was aware that Hub isn't compatible with Q  so unless I'm mistaken it's pointless connecting it again. 

[Chrisee]

Sounds a right mess @Steve-35 I think Sky simply dont have a process for revertion from Wifi Max. The Wifi Max system is currently incompatable with Q boxes although that is expected to be sorted later this year. The equipment is definitely loaned not given away. I had Wifi Max briefly and oddly still have the Max gear but my account is somewhat weird due to being a long term forum Superuser.

Reverting from Stream to Q is a well troden path and assuming you still have the boxes and viewing card should be a simple switch taking a few hours. The Stream pucks also are lent these days so go back. Hopefully you get a contact who actually knows what they are doing. However the SR204 hub does not require any configuration from Sky's end it should simply work. If your Q boxes are not in use I am a bit stuck where the Wifi Max SSIDs are coming from unless you have one or more of the Wifi Max Pods which should be unplugged. 

Best of luck

[Steve-35]

@Chrisee 

You are correct when you say it's a right mess! 

I reset the hub as you suggested which seems to have sorted out the issues (for now at least) with the WiFi bands being split between the 2 hubs & removed the WiFi Max hub ID so everything is now synced to the SR204. 

Oddly though the Wifi Max still shows up on

my devices among the list of available networks I can connect to even though it's 100% not in use.

I feel there either is or has definitely been an issue at Sky's end but what it is or has been & what the resolution is/was I've no idea but it needs to be sorted correctly otherwise my Q won't work.

Having to wait with nothing but Freeview till Monday when an engineer comes out for pretty much nothing is really annoying when I'm sitting here with all my boxes & viewing card yet no one at Sky can seemingly get them active leaving me with 2 accounts & a proper mess. 

[Steve-35]

@Chrisee 

 The message I got from Sky earlier 🤔

[Chrisee]

@Steve-35 think a chat agent needs a bit of product training.

[Steve-35]

@Chrisee 

The amount of misinformation I've had from different agents over the whole Q/Stream/WiFi Max mess is ridiculous not to metion the constant passing back & forth between various different departments who always seem to say it's not their problem or area of expertise.

On a separate note if i can ask something else, when logged in to my hub i've noticed that both my downstream & upstream speeds are showing as 0, is this indicative of yet another problem or a non issue that im needlessly worrying about?

[Chrisee]

@Steve-35 for full fibre lines there is no direct way of measurig connection speeds as those figures are derived from the modem stage which is by passed on fibre. The assumption is you receive the speed you have bought which is generally true. The only reliable way to determine connection speed is to run a speed test on a single device conected over a known faster network connection shich is normally a gigabit ethernet cable.

[Steve-35]

@Chrisee 

So the short answer is there's no issue & I'm worrying about nothing! 😂

[Chrisee]

@Steve-35 sbout the lack of speed yes.

[Steve-35]

Further to my previous & initial post above I'm still experiencing problems following the cancellation of WiFi Max & I'm now a week down the line. 

WiFi Max hub isn't in use & hasn't been for the last week having been returned to Sky but despite this the My Sky app is  still showing the WiFi Max user interface (see attached photo) & it's the same on the website. 

Spoke to Sky over the phone re this & been advised that there's still an imprint of this on my account with their systems believing the WiFi Max hub is still in use & not the SR204 that I've reverted back to. 

As a result I can't use the service checker for my broadband & Sky by their own admission can't run a line test because one or more of their systems don't recognise the SR204 as being in use! 

Call centre staff so far haven't been able to resolve this & get it fully removed off my account so I'm at a loss as to what to do now other than endure further lengthy,  frustrating & repetitive calls to the call centre again.

Additionally until this is sorted I can't get Q added to the same account as the broadband which I've had for nearly 11 years now. 

Any advice as always is greatly appreciated. 

[Steve-35]

Just to add to what I've already posted about, having looked further in to the MySky app the Sky Max hub is still showing at the top of the  settings page.

If I tap on that it then takes me to the WiFi settings page for the Max hub where it shows the hub name & password & gives me the option to change both & if I go to the advanced settings option that shows up then I'm given the option to disable the WiFi & view the WiFi security level....all this for a hub that (a) I don't have anymore & (b) was meant to have had all trace wiped from my account a week ago!

Any Superusers or Sky employees that can shed light on this? Got 29 days left to get this sorted before my account gets even messier than what it is currently