Sky WiFi Max - Can Sky push the connection through the backend?

[BSP1]

Hi, like many of the people on here, I have upgraded to the new white Max Router, been on Fibre for a while. Router sent through and connected on the 3rd. I still have the orange spinning logo too and can't set up a pod to get better coverage. So I can't really comment on whether that will help.

So my question was one of regristration, I read a similar post where someone waited 2 weeks for this to correct itself and another post where after 5 engineers visits, Sky sent out a new router to them and the problem was fixed. Is there a way for Sky to get the router updated on their end, it may be firmware related? I have done the various troubleshooting elements, switched the ONT and Router. Held the WPS to perform the hard reset and have spoken to the support team over the past few days. 

I have asked for an engineer to come out so I am hopeful that they are able to fix but I wondered if there was a "push" that the back officer support team could perform...?

[jamesn123]

@BSP1 
If your router isnt connecting to the line then its unlikely there is much Sky can do from their end without an engineer attending

[FLC]

There is nothing on the router that "spins", so are you talking about something in the app or something else? Is the router connected & working?

If it's an app issue I;ve seen reports that deleting & re-installing can help with some issues.

[BSP1]

Apologies, the app is spinning. 

I've deleted and re-installed the app too. 

After reading so many posts earlier regarding this, it appears to be a common issue. 

Fingers crossed the engineer will be able to

assist

[BSP1]

The router is connected. I have a solid white light and can use the internet. 

I can't set up a pod though as the message I get is as follows:

Sky Max Hub not activated. 

[jamesn123 · Accepted solution]

@BSP1 

Hub activation in the app should take 1-2 days. If its been longer than that and nothing is happening you'd need to get in touch with Sky who can usually fix it from the backend or replace the hub.

If you wish I can escalate the post to Sky so you can chat with a Sky rep. 

[BSP1]

If you don't mind that would be great thanks 

[Lisa-P1987]

Thanks for escalating this. We’ve sent BSP1 an invite to chat.