Sky Max Hub tile missing in My Sky App – Onboarding/Provisioning Issue

[Nathaniel_P]

Hi everyone,

My broadband service has been active since August 10th, and the internet line is working fine. However, the Sky Max Hub tile is completely missing under Product Settings in the My Sky App (it only displays Broadband Shield and Internet Security).

Because the tile is missing entirely at the account level, I am unable to access or manage any hub settings through the app.

I am currently away from home and unable to perform a physical pinhole reset on the router itself, but this appears to be an account database/onboarding issue where the hub's MAC address/serial number hasn't bound correctly to my primary Sky ID.

Could one of the Community Messaging team members please help escalate this to Tier 2 support to manually re-bind/provision my hub to my Sky ID?

Thanks!

[caesarome]

@Nathaniel_P 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[LJB-C]

Good evening 👋 Thanks for escalating this over for us @caesarome. We’ve sent @Nathaniel_P an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.