Sky Max Hub not showing under products

[Chazmal]

My services styarted about a week ago and my hub is also not showing in the My Products section. I even tried unistalling and reinstalling the app but that didn't help.

[Chrisee]

@Chazmal Sky need to sort this for you so I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Sam_Richardson9]

Hello, I am having the same issue. How do I escalate to sky please or do I need to call them? Thanks 

[BenjaminPicton]

Exactly the same issue for me too. My service went active last Friday and i'm unable to get access to the Sky Max Hub router options. I spoke to a Sky support member on the phone who said he'd never heard of the issue. I've tried everything from resetting the router to factory settings etc

[Rj278]

Also having the same issue, not showing in app. 

[almuir]

My sky max hub now appears in my app. I didn't call sky, I just waited. I can't guarantee that this will be the same for everyone...

[Rj278]

Mine has also appeared this morning 

[Sam_Richardson9]

All resolved

[Colin8810]

I haven't had access to my sky hub setting since my Internet was installed on June 17th, I've spoken to 7 different sky reps to try and resolve the issue every 3 days when they say the issue will be resolved. I purchased sky wifi max on June 28th after being told that this would provide wifi settings access but I still don't have it. I did the reset procedure 10+ times but no resolution. When doing the reset procedure I was not told to reset my email which I attempted 2 hours ago. I need wifi settings so that I can set up my deco repeaters. The wifi does not work 1 room away from the router. I'm cancelling sky on Monday, July 8th and going straight back to Virgin if it's not fixed. All the sky reps have been nice but the organization doesn't function correctly and it's been an infuriating start.

[Colin8810]

@Chrisee @Mr+Flibbles+86 @Addie15 can you support with my above post? Seems a waste to cancel Sky within a month but I'm dont have wifi signal only 1 room away from my router

[Chrisee]

@Colin8810 i am not clear on what problem you have. The wifi details for your new hub are printed on its label. Is your issue is that you want to change the settings but they are not appearing in the My Sky app? That is something Sky would have to fix but if they say they have 

if you are trying to connect TP-Link Deco units to the Sky Hub's WiFi that simply isnt going to work they are incompatable. You can replace Sky's WiFi if you want with a Deco system but the it requires to be one Deco unit connected to the hub by Ethernet then the other Deco units attach to that unit's WiFi. I use a similar set up myself with the Deco units set up in Access Point mode. In my system the Sky hub's wifi is still on and by using the Optimise option in the Deco app the two units use different channels.

[Colin8810]

Hi @Chrisee thanks for your quick response. Short story... the wifi hub isn't showing in my MySky app under broadband or product settings.

I cant take any action to setup my deco units because I don't have access to router settings through the MySky app.

[Chrisee]

@Colin8810 you dont need them simply connect the main Deco unit by ethernet to the Sky hub and set it up using the Deco app.

[Colin8810]

Sky reps explained that I had to sign up for Sky Max to do port forwarding and setup my router to accommodate my decos.

I tried connecting the sky hub to my deco S7s via Ethernet and the deco app but I wasn't able to set anything up.

For virgin I had to place the virgin router in modem mode and that helped me connect my S7s. I haven't seen the same modem only mode through the Sky 192 settings.

[stephenjames]

Exactly the same issue for me too. My service went active last on Monday and i'm unable to get access to the Sky Max Hub router options. Please can someone support?