Sky Wi-Fi Max hub ongoing issues

[Paulo233]

Talked into SKY MAX to get wifi guarantee, can't believe how unstable the WiFi is with this new hub.

I have  seen others on here with similar issues, I'm lucky if I get more than 8mb over WiFi, even with three additional pods, it's just such a disappointment for a new product, and would appear that need to carry out further testing is customer environments to truly test and resolve issues.

 Numerous calls with Sky, and still no resolution. Engineer has visited confirmed the problem who raised this back to technical support with no resolution. This item should not be released until they find out all the bugs... even with a wired connection it would take over three minutes to connect to the hub. Sometimes the Wi-Fi would just hang, sometimes all my devices with disconnect from Wi-Fi, and then reconnect a minute later, I noticed that IPv6 is enabled on the WAN, and I get numerous packet drops, again something I don't get with the older router.

What is disappointing, is the fact that I was paying for this hub and sky refused any form of refund, even though they noted that I had complained about the poor performance since it had been installed.

I am thinking there is a firmware issue with this device affecting the Wi-Fi performance. I've reverted to the older version 4.2 router and I don't get any problems at all. 

I have therefore cancelled my Sky Max agreement within the terms and conditions and will continue to use the older device until these bugs are ironed out.

Sky please take note and help your customers resolve such issues with new products.

[Jellybelly-1979]

Yep, had mine installed today and already had to ring Sky twice. 
incredibly buggy, can't access the features, have to constantly reboot and reinstall the app

to top it off, the department I need to speak to closes at 9pm 

joy

[Geordie]

Me too......ok for a week, then OMG.....total disaster. Had sky technician in the phone for over an hour...couple of tweaks, few resets, few more resets. All seemed ok after he hung up but then.....wifi went down, network went down, sky q went crazy and now my phone line needs checking. Engineer coming tomorrow and sky are ringing me later to confirm if want to cancel my Sky Max Hub and return to my old Black router, for which by the way, was almost faultless. Don't upgrade for now, there is definatly a firmware problem with this item and sky do know about it but are still pushing them out.

[Chrisee]

@Geordie there are several hundred thousand of these units in use including my own that work perfectly well, I am not denying you have an issue but it is likely to be some conflict in your network not an issue with the hub unless you have a faulty unit.

[Geordie]

Probably a faulty one I guess but I've spent the whole weekend resetting equipment in the house and I've had enough. I'll play safe and go back to the old one. Thanks for your input.

[Lr78]

Worst thing I did was be 

Manipulated in to getting sky max hub telling me it's faster than the black router I had which kept signing me out of WiFi - nothing but issues,  disconnecting devices, now can't get reliable Internet in my garden office which I had with no issue on the black router with a booster but now this pod is a nightmare getting less than 1mbps at times it is bloody horrendous - openreach were sent out . . At least 4 calls to sky to be told a sky engineer would come out and give me more pods which would increase speed . . Engineer comes out and tells me that's not true the pods split the wifi - missold a product on the belief it was the better product.  . Had better Internet on the old router which came with Sky Q!!! These white hubs are apparently for when everywhere goes full fibre .. which isn't in my area yet so clearly not a product suitable for me and the whole point of engineer being sent out was so I could be given extra pods yet when I asked foe them he told me I don't need them!!! Sky clearly know what the issues are as the forum is full of the same problems yet they are still pushing this product 

[Psyclepath]

its the worst piece of hardware i have ever had the displeasure of renting, i cant even access normal settings without paying a premium

[Lr78]

Mine went down completely last week red light on hub which according to Google indicates hardware issue . . Inwork from home so was massive inconvenience sky say issue is outside property open reach to.attend can take up to 2 working days this was on a Friday!!!! Then get a message saying they now need to attend property yet thenhub had gone back to white light and Internet back on ... open reach attend saying there was no issue outside property,  no issue inside property they suspect its the sky service being provided which isn't great or the hub! But my tv keeps freezing but when do speed test speed is 36.5! So why is my streaming services all of a sudden freezing if no speed issue ... and then at times I'm lucky to be hitting 18mbps - sky say I'm only fibre to cabinet and they don't know when full fibre will be available.  Maybe wasn't a great idea to try phase out sky q for a.sky stream product when your customers can't even get decent Internet from you!!!! Sky q was the better product - can see me leaving shortly as I can't carry on which such low speeds and lagging 

[EightLegs]

Oh dear. That'll teach me to read the forums first. We got a new Wi-fi Max hub last week and everything's been cockeyed since. The SkyQ box loses connection each time it is not used (e.g. using the Smart TV to watch apps). When go back to SkyQ....ooops...the conndction has gone...and we have to reconnect using the WPS button.  Each time!  Connection upstairs - with the Pod - and in a room away from the router, is negligible.  Several helpline call and Engineer booked next week. Think I might go back to the old router. It may have been slow but it worked. 

[Paulo233]

Did exactly that, back to the old router, and no further problems!