Sky Wi-Fi Max Hub & Pod

[Kevin-7248]

It has been some time since I was on these forums and on the opposite side trying to help rather than seeking help. I do hope it's now time to have that returned 😬

My problem is in upgrading from sky fibre 500 to the top package of WiFi max for the latest router and pod, I.e. pod plug-in.

Due to the problem I phoned sky broadband team due to having sky glass, usual avenues to get through just for getting to who deals with what. They had put an engineer visit 2 days ago who said they'd have the hub activated manually - hearing the engineer go through their services for activating and advised 2 hours and text to let us know when done.

Now, there's been no text after 24 hours alongside no activation done. The app now shows the attempt to activate but nothing. Some errors to get to the activation and then hangs.

Please advise and / or escalate to a team member to chat if you will.

Thanks

[Chrisee]

Hi @Kevin-7248 I think you need. Sky's assistance to sort tgis 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 on the 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.

[Lisa-P1987]

Thanks for escalating this. We’ve sent an invite to chat.

[Kevin-7248]

Hi, I have texted a response in your blue bubble. Awaiting reply. 

[Kevin-7248]

An update - though please leave open and unanswered until Monday / Tuesday.

Advisor has stated that the networking team can take 48/72 hours to fully manually activate on their side and should, if by the specified timescale, be working.

If not to phone back and check status.

As stated, please leave open just in case need to get another bubble raised.

thanks

[Kevin-7248]

Hi,

As per previous advice to contact and raise another Hubble to talk to an advisor to find the status of this problem, please raise another. It's still not resolved and activated. 

Thanks 

[Addie15]

Hi there,   @Kevin-7248. 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 

[Kevin-7248]

As advised.

Further information forthcoming by Friday to check if network team has resolved issue of failure of boxes activating.

Please keep thread open and unmarked. 

Thanks 

[Kevin-7248]

Hi,

this has been resolved for the issue mentioned. Both router and plug in are connected and working. It is a pairing issue on Sky's side for manually going in and making sure they're working.

Though, I now face a router IP config issue where I now cannot change wireless channels on my 2.4 and 5 ghz. They're now greyed out. Can you help?

thanks