Sky max pod not connecting to sky max hub

[tonycoughlan311]

Hi any help appreciated please...

I haveone sky max hub and sky max hub only just arrived  in the last few days. Plugged  in hub and works fine, when i recived the sky max pod i plugged in and it found it and it connected well. A day later and the pod has disconnected, is flashing white lights and i can't get it to connect. Called sky and they said to reset router, which i did, and  bring the pod closer and it is now right next to the router, inches away and still will not connect, have left it over an hour and no connection. I  have tried using the mysky app and typing in srial number to connect and it doesnt like that either.

A few questions, 

 Can i just ethernet link the the pod to the router, let it configure wifi, disconnect and then place upstairs and then let it connect again?

 Is there a way to reset the pod at all?

Any advice. support appreciated, thanks ! 

[Addie15 · Accepted solution]

Hi there, 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 

[CDH_Surrey]

Did you receive any help with this. I am in the same situation.

[tonycoughlan311]

Hi there,

yes I did get it fixed in the end but not due to Sky. I  used a cat 5 cable and connected it to my router directly and then checked it synce ld n the my sky app under broadband devices. It did and then I moved it upstairs and connected it to the wall and then checked the my sky app again and it kept connected. The max boosters do seem to go in and out of connection sometimes though, but I overcame this by moving the router more into the house. The engineers are pretty good and are helpful, you should book a visit Hope this helps.

[CDH_Surrey]

That's really helpful. Thank you. I'll try that but also keep the engineer booking.

[JJ53]

Hi

i have the same sort of problem

The Sky Max Pod arrived today and will not connect to the hub?

I have also tried to attach manually with serial number and it does not work

[tonycoughlan311]

Connect it using an Ethernet cable directly to the hub. Then move the max booster to where you want it and wait for it to connect again, or book an engineer visit if that fails. I did  this and it worked first time. Good luck with it all 

[Eva10]

I'm having the same problem.  I've been on the phone to sky for over 2 hours and no one can help me.  I've tried using an Ethernet cable still doesn't work 😡