My Sky Max Hub is defective

[James570]

Hi

I am having serious issues with my Sky Max Hub where Ethernet connected devices keep losing connection. I particularly notice this for my LG TV and Sky Stream puck but occasionally my WiFi devices also lose connection. In all instances they need to be turned off or on, and in the worst cases. disconnected and reconnected. MySky says everything is fine and dandy but this has been going on for months. 

The most annoyingly example is my Sky Stream Puck. I will be in the middle of watching something live and the connection will suddenly disappear. I will miss several minutes of the show while I restart. Yet, at the same time, my other devices remain connected with no issues.

i would suggest it is just the Puck that is the issue if it were not for the wired connection to the TV itself also having problems - as well as other devices

Any suggestions? 

[Chrisee]

@James570 does sound like a possible hub fault assuming yere are. No bits of kit like pwerline a dapters in the Ethernet link.. The Stream pucks are best configured not to use WiFi if connected by Ethernet but thst is more to do with start up rather than losing connection while running. 

[James570]

Thanks! No power link adaptors, I have three wired devices, using all the available ports: Sky Stream Puck, LG TV and Windows Mini PC, 

[Chrisee]

Hi @James570 as you need to talk to Sky I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

This pagecexplains how escalation works My Post Has Been Escalated – What Happens Next on Sky Community

[Jason-]

Hello @Chrisee, thanks for escalating @James570's Sky Max Hub issue with us. I'll be sure to send them an invite to chat now, and we can help get things working better 👍🏻

Cheers, Jason-