My sky max hub not connecting

[Pryanca]

My sky max hub is not available in my sky app. Tried uninstalling and reinstalling but the hub and the app. Spent at least2hours today with the sky customer care expert, but they couldn't help. I having this issue from 4th September 2024. I am tired of waiting for the issue to be resolved that I have lost hope and my only option left is to leave sky now. My landline is out of service since installing the sky max hub on 4th September. 

[Lucy201 · Accepted solution]

Mine is the exact same! Been waiting a week now but still no further forward! 

[Pryanca]

It seems sky doesn't have expert engineers now who can resolve the problem, paying a whooping price of £60 for the broadband service and then having this is acceptable at all. They are very good in selling you new products but their customer service is very poor. 

[Darceyf]

I am having the exact same issue, been on the phone all morning passed around to different departments and no one has a clue. Repeating my issue over and over and they still haven't fixed it. Supposedly getting escalated and will call me back today. Also not connecting to my Samsung tv and have been asked to do the same sh&t by all 3 people and tried to explain I need the app to work so I can look at the settings!!!! Pointless going over to sky max just issue after issue 

[Lucy201]

@Darceyf

i finally got mine resolved! what I don't understand is if they know it's a "known issue" how it then takes so long to fix.
It took weeks, however it still won't connect to the Samsung tv 🫠

[Darceyf]

😔 so you know how they fixed the app? It's terrible they are still selling it and know the issues are happening. I read somewhere if you change the WiFi setting in the app to WPA2 it connects but I can't try it for myself x

[Lucy201]

@Darceyf 
im not sure how they did it. Apparently the router didn't "onboard" onto the app so they had to manually do it. But it's definitely done. It did take about 3 weeks to sort. 

I tried fiddling with the settings but it didn't seem to help. I'll have to try again. 

[MGB]

I was upgraded to new Sky max hub on 2nd 0ctober by the Sky sales team following a review of my TV phone and broadband  package. All went well connecting to devices except Sonos Play 1 which apparently is a known issue (my Sonos roam works fine) never thought to check the home phone line until next day when callers were receiving a message "number temporarily unavailable"  also the My Sky app does not recognise the new hub.

Called Sky 3 times over the next 8 days each time being told issue would be resolved within 72hrs. Rang again today on a new number I was given by previous tech guy as the issue was escalated up stream. The Hub apparently has known software issues to which they are working on a solution which beggars belief why I was sent a known faulty hub when my previous hub was working ok. Now been told they will offer compensation for each day I'm without service and call me back in two days for an update. I've tried reinstalling my old hub but that doesn't restore my home phone line.

Reading some of the posts on here I'm not hopeful of a resolution and I may have to change my broadband provider. Thank goodness I'm no longer running a business from home.