Sky Max Hub not showing on My Sky

[Baldy01]

I have been advised by Sky that my Sky zMax hub won't show in My Sky until my old hub is returned. I posted it back on 16/08/25 but it is still showing as being in transit. However the Royal Mail tracker shows it was delivered on 19/08/25. 

how long does it take for Sky to acknowledge the return?

[Chrisee]

@Baldy01 it does take up to 10days to get a hub checked in but whoever told you the new hub cannot be aded until then is wrong as far as we have been told. Call Sky again and raise the issue as it needs to sorted.

[Baldy01]

HI Chrisee

Thanks for getting back to me. I contacted Sky again and after speaking to 5 people around the world over 2 hours, I was advised that they couldnt resolve the problem at thius time as my problem had ben escalated last week and the Max Hub team hadn't got to the problem as they were very busy. I was advised that this could tke anothjer 5 to 10 days. Once the tw=eam had responded to the problem Sky would be able to resolve the problem. In the meantime the last guy I spoke with saud he would keep an eye on my account and check in  with me every couple of days.

Cheers