No way of configuring Sky WiFi Max router

[Croggsy]

Long story short. Switched from BT to Sky in January 2025, since then the router has never shown up in my "MySky" app to allow be to configure it. It just shows as "We're setting up your Hub" sky have tried to resolve this remotely multiple times. I've had engineers visit twice, and they have changed the router for another new one. I'm losing the will to live with Sky and getting the issue resolved, in what has now been 6 months.

I live in an old Victorian house. The Sky router doesn't give me good strength upstairs. They sent me a puck, but because I can't configure the router, I can't connect the puck!! I need my landline as I have **bleep** signal. And .... because I can't configure my router, they can't get the "landline" working. So if I go upstairs, I have no mobile signal, and (you've guessed it) no WiFi to do WiFi calling.

any suggestions? They've raised a complaint for me 3 times, but even that doesn't seem to have achieved anything. They've mentioned it could be an open reach issue, how I don't know because the internet works.

any help would be very appreciated.

[Chrisee]

@Croggsy living in a Victorian house is great but solid internal walls make wifi challenging especially these days when we all need to be online for so many things.

Cllearly the fact the Sky Max hub isnt psired to your account is not an Openreach issue and Ithink you have beengiven poor support. The first thing is to getvthe hub attached so you can add the pod so I 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. See here Escalating a post to a Sky expert | Sky Community

However the Sky Max system mat not be the best for your property. There are any number of third party solutions which maybe better. As you want the landline you cannot remove the Sky hub but you can turn off its wifi and use a third party system in access point mode as I do myself. Companies like Netgear, TP-Link and Asus produce what are known as mesh wifi systems which are designed to give good coverage using multiple satellite units while these can get very expensive if you want the latest standards you can get cheaper susyems like mine which are slower (WiFi5) but provide decent wifi in every room, 

[Tom-W19]

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

[Croggsy]

Thanks for the reply. I have looked at mesh, which is the road I think I'll end up going down. I explained to someone at Sky that I had a Victorian house, that's why I ended up paying extra for the Wi-Fi max router. I'm not sure if you can switch off the WiFi as I have no way of configuring 

[MaccaPJ]

Sky's new white Max router is now completely controlled by AI, meaning you don't have access to most of the settings. You should still be able to access things such as Sky Shield, but in the whole Sky no longer want their customers having any control or autonomy over the router.

My Max broadband service went live on 18th October 2024, but since early December 2024, I've continually raised so many concerns and complaints regarding the connectivity and reliability of the router. I've constantly had regular issues with Sky Q and Sky Q boxes losing connect to the router and my other devices not have any WiFi connection 

Sky's Technical Team have said I "have too many Apple devices connected", despite Sky engineers insisting the Max routers have been tested with more the 500+ devices connected to them. I've also been told the structure of my home is affecting the WiFi signal, or I have too many electrical devices which are affecting the WiFi signal. It does seem funny though that having lived in my home for almost 8 years without ever having any issues previously, and given that I have fibre direct to the property from the exchange, so the location of the fibre modem that's fixed to my wall where I connect my router has never changed location and also the WiFi connectivity has never been an issue, it's been extremely frustrating and disappointing that over the past 8 months,  despite contact with so many different Sky telephone agents, Technical Team and Engineers, none of them want to accept the issue is with their equipment, primarily the Sky Max router!! Even more sadly, no one at Sky cares anymore or actually wants to help.

Honestly, if you're still in your cooling off period, LEAVE!! Go to another provider and get a better broadband service that works.

[jamesn123]

@MaccaPJ 

I would note that Sky routers have absolutely no 'AI' in them whatsoever, this has never been claimed or marketed by Sky at any point. 

Additionally I would be surprised if a Sky rep claimed the max hub had been tested for 500+ devices connected to it because even 'enthusiast' grade gear would struggle with that & the Sky hub comes with a /24 IP address space by default so it would not be able to assign more than 253 IP addresses anyway. 

[MaccaPJ]

@jamesn123 

I've had three Sky's broadband enginners attend my home this year. They've all told me the Max router has AI technology that allows the router to adapt to homes and provide the most effective service. It also chooses which devices it connects to 5ghz and 2.4ghz, again to ensure the best connectivity and service.

Furthermore, Sky engineer Rob who attended my home on 9th July, informed me that Sky's 4.2 (black) router was tested with 470+ connected to it, so he proclaimed the Max router could easily have 500+ devices connected to it, specifically claiming 700+ devices!!

After more than 20+ phones calls to Sky since early December 2024, endless discussions with Sky advisors and Sky's Technical Team advisors, as well as three separate Sky broadband enginner visits t my home, yet eight month on, Sky still can't identify any other fault, except their router, but refuse to accept or acknowledge the router is the cause of the issues.

I appreciate what I'm saying is purely hearsay to you and sounds made up, but I'm only saying what Sky's broadband engineers have said!

[jamesn123]

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@MaccaPJ wrote:

@jamesn123 

It also chooses which devices it connects to 5ghz and 2.4ghz, again to ensure the best connectivity and service.

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I think this is the classic example of people thinking Ai is now everything... This type of technology has been around since the birth of 802.11ac wireless networking its simply an 'intelligent' system that runs in the background and band steers devices depending on a set of predefined parameters.

Its quite possible a Sky engineer did say that the hub could handle 500+ devices, but whether they did or not doesnt change the fact that its certainly not possible and its not in any promotional material from Sky, nor written in a contract anywhere either.

[MaccaPJ]

I know exactly what the Sky engineer said. As I previously said, I appreciate what I said is hearsay to you, so therefore hard to believe, but I've merely relayed precisely what I've been told.

I have no reason or gain no benefit by embellishing information, despite how difficult or hard it is obviously to believe.

[JimM1]

@MaccaPJ Possible the Engineer meant that as many different types off connected devices had been tested and appeared to work well with the sky range off hubs, pushing the limit way up there is not good unless you are moving away from a ISP supplied hub, they just do not have the horsepower under the hood, Ferrari with a Lada engine under the hood would be the description off that! Most user's will be arround the 20-40 mark as connected devices with a good few doing very little on the network. See example below with connections!

Asus split and shared across the mesh network