My sky max hub is not “onboarding “ had install 4 days ago , got internet access but can’t connect

[Stuwettfs]

Had Sky Max hub for 5 days now since install , I cannot connect my VOIP phone line or my sky max pod for extender until my hub has updated which it isn't doing , several calls to sky help lots of resets , checking setups etc and an engineer visit yesterday who did the same , there answer was that yes the hub is not updating and need a software fix and it's being escalated but haven't been given a time line but told to "keep checking ". I've read this fault several times on this forum but with no real answer , ultimately I'm not happy with this and will be contacting Sky again as I'm still within my 14 days and will switch to another provider if I have to , they seem to know the issue but no concept of the solution hence no timeline for fix which is a strange  response - has anyone else got this issue sorted ?

[Stuwettfs]

 this on the mysky app

[Jacko551]

I have the exact same problem.. I have broadband ok, but no phone line working from day one, and poor wifi coverage, and pods don't work as they refuse to link to the router.. It's been over a month now, and many phone calls to sky tec later.. They just say it's a onboarding issue that has been going on since feb/march 2024.. So why i they still rolling out the white max router knowing there is a known fault with their systems.. Sky continue to rush new equipment out before it has been fully tested, just like the rubbish streaming pucks.. Had 3 of them, but none worked without multiple issues. 

[Emilyj2]

Did you ever get this sorted? I'm having the same issue

[Jacko551]

Hi.. yes it has been sorted now. Sky pulled there finger out in the end and sorted out the onboarding.. It was a 5 min job done at their end to get it sorted.. 

It's an issue they have had for a year now since they rolled out the new white wifi 6 router.. But once it was sorted, it's way bettter than the old black router.

[Chrisee]

@Emilyj2 a relstively small percentage of the Sky Max hubs are not properly added to the My Sky app. It is a pain but its something Sky can get sorted for you if you call them.

If you cant get through or need support post again and a forum Superuser can escalate your post to the team who support tgecfirum.

[Jacko551]

So far everyone I know who went for the change to the new white sky max hub have had the same issue with the house phone not working, and you cant get the pods to talk to the router.. I called at least 15 times over 2 months to try and get someone to just get the damn thing onboarded, but they just kept saying it has now been escalated to a more tecnical team, which is **bleep** as they have only one other team to hand it off to, and that's there inhouse tec team. and I know this for a fact.. what tends to happen is they don't remove your old black router from their system back at your account. and unless they remove the old router and then onboard the new white router, it just won't fully work.. it will give you the internet, but nothing more.  The system still thinks that your old black router is still in play, so until that is removed from their software of your account, the new white router will never work as it should.. I use to work for one of the largest companies in the world called Crown Worldwide as the IT Equipment Configurator for the whole of Europe, and parts of Africa and the Middle East. I may not know how they set things up at Sky, but I do know you need to electronically remove the old unit before the new unit can be made to work as it was meant to.

[Emilyj2]

I spoke to them on Monday and they said it would be fixed in 48 hours. Still not onboarded and now can't access the two tv's upstairs as I apparently need to lower come firewall settings on the app, but as it's not onboarded I can't! Very frustrating

[stereohaven]

@Emilyj2 As per the message above from @Chrisee , I will escalate your post to see if the forum Sky team can get you some help.

When they reach out, it will be done via this community and pops up as a speech bubble, so you need to check in every day to catch it.

[Tom-W19]

Thanks for escalating. We've sent an invite to @Emilyj2.

[Cpd]

We are having a very similar problem, joined sky yesterday and got the max hub sent. Set it all up and the light says it is receiving internet but it's not able to send it to any other device. Been told the last 2 days it's an issue with onboarding and the ONS box isn't providing it with an IP address, they know it's an issue but can't do anything to fix it so we are being left without the service which provides WiFi and TV! Very frustrating to know it's been going on a year

[buddies2]

Hi can i ask if you have any cables connected to the wan port on your Sky Max Hub, If so disconnect the wan cable then try again. (NO WAN CABLE) Unless you have Fibre. Cheers Let me know.

[Cpd]

We are on fibre so it's got to be connected by the wan port