Sky Max Hub with Full Fibre 300 not showing in My Sky

[Orion_42]

Hello

I recently joined sky a few days ago and haven't been able to access the sky max hub in My App. On the first day it was just showing an orange spinning circle and said it should take 20minutes to complete but it never did and would produce an error page. It has since completely disappeared from the app and under product settings I can only see internet shield and broadband shield.

Does this need to be escalated to sky? My internet seems to be working fine but I currently have no way of accessing the router settings for things like changing password, monitoring device connections etc. quite dissapointed as a new sky member

Thanks 

[Chrisee]

@Orion_42 the option often appear if you sign out and close the app annd then go in again from scratch. If it doesnt you will need Sky's help.

[Orion_42]

Hi,

that didn't work. I still don't see any reference to anything sky max hub related in the app. How can I get skys attention on this? I tried via help but it just goes to a gen AI bot that didn't help at all. Is there a way to escalate via here? I've seen old posts with a similar issue that was escalated here but unsure how 

[Orion_42]

This issue is still ongoing, is there any advice on what to do next? Very frustrating that I've joined and paying extra for a router (sky max) I have no access to

[jamesn123]

@Orion_42 

I've escalated your post to Sky, look out for a message on the forum. 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Orion_42.