Sky Max Hub not showing under products

[Geokin]

Hi! I ordered the Gigafast Sky Max Hub and had the Openreach engineer install and activate the hub more than a week ago. The WiFi is working fine but I can't change the password or name because the Sky Max Hub isn't showing up on my "products" page in the app or the website. 

Every set of instructions states that I can change settings by clicking on the products tab and selecting the hub, but I can't find any way to add it to my account. 

any suggestions?

[Chrisee · Accepted solution]

@Geokin this does happen to some customers and it requires Sky to fix. Therefore 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.

[Addie15]

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

[Geokin]

Thank you!

[Locutus]

we are experiencing the same issuse been told to wait 24hours and it will be in the app but nope. We waited. No wifi max settings in app 😞

[Mr+Flibbles+86]

Hi there @Locutus , 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.

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

[Mr+Flibbles+86]

We are still looking to help you @Locutus . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Mohsin3]

We are experiencing the same issue, its been more than 24 hours.

[Jason102]

Hi,

I have recently joined Sky and have the same issue.

Initally I changed my Wifi settings via 192.168.0.1 and it worked fine, but since having to power down my router a few days ago it has removed that option, persumably via a firmware update.

When I access the 'My Sky' app I only options I have under 'Product Settings' are 'Broadband Shield' & 'Internet Security'.

Could someone help with this please?

Thanks

[Mr+Flibbles+86]

Hi there @Jason102 , 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.

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

[Jason102]

Thanks, I'll keep an eye out for it.

[almuir]

I have the same issue. I recently joined sky with a sky max hub, but I am unable to change WiFi settings because I cannot see the hub in the mysky app. When I access the 'My Sky' app the only options I have under 'Product Settings' are 'Broadband Shield' & 'Internet Security'. A.

[jamesn123]

@almuir 

How recently did you join? Settings wont be available for the first 24-48hrs

[almuir]

Hi @jamesn123 My contracted started on Monday 10 June. I'll keep checking over the next few days Thanks

[jamesn123]

@almuir 

It should be working now really. I would recommend you contact Sky. I can escalate your post to chat with a Sky rep or you can call.