Sky router controls missing from MySky app

[Lisa-P1987]

Thanks for escalating this. We’ve sent Ryan_1  an invite to chat.

[skyuser46]

called again today to get this sorted, got fobbed off whilst they escalate it.  Had a DM from here inviting for a chat thankyou but 3 hours later still not got passed security as it just says an error occured when i answer the security questions. This is not easier than changing the setting in the routers webpage

[skyuser46]

two weeks later, no one has contacted me like they promised.  I call Sky again and they ask me to go through resetting the router and unistalling the app again.  Still no router in the app.  They have escalated it again for the second time

[Ryan_1]

Hi @skyuser46. In total it took me 10 phone calls and 5 different support engineers to fix this issue. 

I had been told multiple times that I needed to purchase sky WiFi max to fix this issue.... THIS IS NOT TRUE. 

• I was notified that my issue had been fixed this morning.

• However, the support engineer was unable to provide any technical details about what steps were performed on the backend by sky to fix this issue.

• I had previously been advised multiple times to uninstall/reinstall the mysky app and hold the WPS key for 30 seconds- THIS DID NOT FIX MY ISSUE

• One thing to note is that ~24 hours before the fix- I was advised to reset the router by logging into its web interface (192.168.0.1). This was the first time I had performed this action. It's unclear whether this contributed to the fix- or was purely a coincidence. 

[skyuser46]

Hi @Ryan_1 well I'm on call no 6 now so getting there! The advisor I spoke to this time was really nice but didn't have a clue what I was talking about.  From the notes she said there had been nothing done since the last time I called 10 days ago, and has really promised to call me back.  Not holding out much hope though.

I asked 3 work colleagues who have sky fibre to show me their MySky app and only 1 had the router controls showing.  The advisor I spoke to looked at hers and it was missing from hers too!

[N4tb0y5on]

Jumping on the thread here as I seem to be having the same issue - have no settings and can no longer see my sky Max hub or either of my max pods in the my sky app. The network performance seems to be very up and down, keeps dropping connectivity. All this has happened since having an engineer out this week to install a second pod to increase WiFi signal to devices on the front of the house - external items like the ring doorbell and Tesla powerwall gateway. They seem to connect to the network well now having much better signal but the actual internet connectivity seems to be all over the place intermittently despite the in app checker saying all services are good. I was for about 24hrs able to check devices and see which pod they were connected to but all settings and devices options have vanished from the app. When I came across this thread the answered post it allows you to jump to doesn't seem to have an answer but just shows someone's similar question was escalated. Is there a simple fix here or do I need to contact sky directly? 

[skyuser46]

After a fair few phone calls they finally

fixed it. I was sent a text saying it was completed, no explanation, and presto there was the hub settings option in the app.