Port forwarding issue

[John849]

I have set up port forwarding rules in the My Sky app, and restarted my Sky Max Hub (SR213), but the port forwarding doesn't seem to be working. In the local web portal of the hub, under Connection > Sky Network, it lists WAN IP Address (IPv4):0.0.0.0.

Should this show a valid IPv4 address if the MAP-T automatic opt-out switch has occurred?

There is no mention of a MAP-T sharing ratio on this page either - is this normal? (I read that it should list a sharing raio of 1:1 or 1:8)

[Coley-W95]

Hi @John849. Welcome to the Community forum. Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[John849]

Thanks for escalating my post to the Community Messaging team.

Unfortunately, the two responses I've had so far have been very disappointing - linking me to a page describing the steps for setting up Port Forwarding which clearly states the steps are "applicable for all Sky Hubs up to Hub 4." and describe pages, settings, and buttons which are simply not present on the Sky Max Hub (SR213).

When I pointed this out, the response was "The steps should work for the hub you have, too."

Sadly this is just not correct.

Is there some way this query can be looked at by someone with technical knowledge?

[Jamie_Tees]

I'm having a similar issue, called support and it was a waste of time, ended up making a complaint as the support rep didn't even understand what port forwarding is and wouldn't pass me to someone that could help.

I've enabled port forwarding via the APP and it doesn't seem to open the port at all. 

Can we get further support on this ? Seems rather clunky, could it be possible just to switch on port forwarding via the router instead?

[Jamie_Tees]

Can we have an update from sky. I believe this is map-t and support has no clue and is pretty useless. I signed up to get a better service to get 5gbps and so far it's ridiculous. Getting double nat on the Xbox with annoyed kids, port forwarding doesn't work and vpns also a no go. 

I've put in a complaint and so far no response. Absolutely appaling

[Jamie_Tees]

Ok you've deleted my message, thanks sky.

I've put in a valid complaint and still your customer service reps are ridiculous. I'm still having issue with MAP-T / port forwarding and now your customer support just gave me a number for mcafee to discuss my sky service. Are you having a laugh ? 

I want to speak to someone who actually knows what they are talking about. Who do I contact. does anyone in the community know?

[Jamie_Tees · Accepted solution]

I've got port forwarding working. - get rid of the sky router and save yourself the hassle, if you switch off IPV6, you will default back to a IP without map t which will allow port forwarding to work.

Don't even bother contacting sky support they haven't a clue.

If sky want to contact me about my support nightmare, call me I'd be happy to discuss how to make your support better instead of putting customers down rabbit holes....

[John849]

Thanks Jamie.

I got so fed up of the terrible support I've cancelled my contract (I'd only just joined so was within the 30 day cooling-off period).

First they sent me a link to some Port Forwarding instructions relevant only to earlier routers.

I pointed this out and they told me the instructions should still work for my router. They don't.

After this they said that the Sky Max hub doesn't have port forwarding.

I explained that it does (albeit you have to configure it on the MySky app), and they said "no, we've checked with another team and it doesn't."

I'd explained from the start that I'd already set up the port forwarding rules but they weren't working and my router was not showing an IPv4 address.

Sadly, none of the four replies from the support team demonstrated any level of technical competence whatsoever, and instead of referring the query/issue to someone who did have the technical knowledge, they just responded with incorrect or irrelevant information

[Jamie_Tees]

Hey John,

I know what you mean, literally had the same experince apart from the fact they haven't come back to say they dont support port forwarding yet... I can't believe they gave me a number to contact mcaffee -_-.

I was close to cancelling the contract but I'm glad my third party router was the solution as I can get 5GBps here now. I would move to eir but they have admin issues provisioning the 5 gb. Once they do support it I will be moving for sure. I really don't know how Skys support can be so bad. Seriously I would have had more luck asking a bunch of chickens in a field.

[Jamie_Tees]

Just also to show people the level of support you get from Sky. This was not in any way helpful and to blame it on Mcafee and give me a mcafee support number (which I don't use) because you don't understand what your own technology does and how it operates (MAP-T) show's skys level of support incompetence. I can't believe how bad and how wrong you guys get this. It's not hard to train staff and to actually pass on knowledge.

Do not bother with Sky if you need support, you won't get any support that will make any sense in any respect. 

If you have a technical background, chose a different provider. Sky only want someone who needs a connection to do day to day items. 

[Jamie_Tees]

Also on the above. I did not state the issue was resolved and I did not say I was satisified with the outcome. This was a lie by a support agent or manager to close off the case and push it to the side....

[Daniel0210]

@Jamie_Tees 

Your image was rejected as you hadn't blocked out the email address of the sender and the unique reference number. Feel free to submit it again with those obscured. 

[Jamie_Tees]

Yeah that would be great if you didn't remove my permission to upload images. Here is the content of said email for people interested in the response...

Complaint Response 
11:04 AM (1 hour ago)
to me

Hi Jamie,

We are writing in relation to your recent complaint, xxxxxxxxxxx.

Thank you for your patience while we have been reviewing this matter.

We have considered all issues raised in your complaint, which are listed below:
Difficulty using port forwarding and VPN connectivity on your broadband service.

Each issue is addressed separately below to ensure that all matters raised by you are fully responded to.

Issue: Difficulty using port forwarding and VPN connectivity on your broadband service
Outcome: Resolved
Actions taken:
We have reviewed your account and identified that you contacted us on 08 July 2026 regarding difficulties with port forwarding while using your broadband service.
On 09 July 2026, you advised that this was impacting your ability to connect to your work VPN.
During your interactions, guidance was provided regarding available options, and your query was progressed for further review.
On 10 July 2026, a follow up call was arranged to further assess the issue and provide additional support.
On 13 July 2026, you were contacted and provided with the relevant contact details to proceed with turning off the Mc Afee setting.
Following this, you confirmed that the issue had been resolved and that you were satisfied with the outcome.

This complaint is now considered resolved and will be closed.

Thank you for taking the time to raise your concerns. We appreciate the opportunity to review your account and address this matter.
If you have any further questions, please do not hesitate to contact us using the contact details set out in Sky’s Customer Complaints Code of Practice.
If you are dissatisfied with the complaint resolution undertaken or proposed, or if your complaint has not been resolved, you may refer the dispute to ComReg (Commission for Communications Regulation) for resolution. Further information is available at www.comreg.ie

[Daniel0210]

@Jamie_Tees 

There is nothing stopping you submitting the image again with those items blocked out. 

[Jamie_Tees]

My apologies, it seems that it logged me out when I was uploading and it wouldnt upload.