Router settings are missing from MySky app

[Fudgemunk]

Hi

As others are expericing, I'm not able to change any of the router settings on my white Sky router. The only options visible when I click on "product settings" are "Broadband shield" and "internet security". My broadband was installed over 2 weeks ago and I've tried rebooting the router many times as well as uninstalling and reinstalling the app.

Is anyone able to suggest anything else I can try?

The fact this is a known issue aswell and Sky have not rolled out a firmware update to the router which re-enables the ability to change the settings from the device itself is pretty shocking. It's all very well forcing people to install an app they don't want, but it has to actually work!

Can anyone from Sky that is reading this please escalate my issue? Thank you.

[TimmyBGood]

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@Fudgemunk wrote:

 Sky have not rolled out a firmware update to the router which re-enables the ability to change the settings from the device itself is pretty shocking. 

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I suspect that's not going to happen: such settings cannot be 're-enabled' when they were never there.  The Max Hub is running entirely different architecture to previous Sky models and was presumably intended for app-only administration from the start.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Fudgemunk.

[Fudgemunk]

The settings don't get changed on the app, they get changed on the device, the app is just a user interface. Sky should enable access to these settings through the device. The app clearly doesn't function as it should so Sky need to offer an alternative.

[TimmyBGood]

@Fudgemunk 

Max is a cloud hybrid device, so it's not straightforward to assume it's hardware first.  I don't think any such change is likely.

[Fudgemunk]

If that is the case, Sky should offer an alternative. I've seen posts about this issue going back months and months and the fact it's still not be resolved is appalling. I don't care if it's hard.

[Fudgemunk · Accepted solution]

I've been troubleshooting the issue with Sky and we hard reset the router and uninstalled and reinstalled the app and I've now been able to change the settings through the app. It seems the factory reset forced the hub to display in the product settings.