Sky router controls missing from mysky app

[Ryan_1]

Hi, 

I'm wondering if anybody can help me? 

Issue: I am unable to manage my sky router using the mysky app. 

More specifically I do not see my "sky max hub" when navigating to broadband > product settings. And therefore I cannot manage my sky hub using the mysky app (see screenshot below).

I have seen multiple other posts in this forum- where users have been able to resolve this by calling sky, or sky reaching out to them via message. However, I have now called 5x times to try and resolve this issue- with no luck! I have been repeatedly promised call backs which have never occurred.

In my latest call (19-02-2025):

• the support engineer advised that I need to purchase Sky WiFi Max  (for an additional £10/month) in order to manage my router.
• This seems insane!! And based on sky's own documentation (and other similar resolved issues in this forum) ...I believe this to be incorrect!!

Can somebody please advise how I can get this resolved. 

Thank you in advance,

Ryan

 

[jamesn123]

Hi @Ryan_1 

Firstly its absolutely terrible that you've been told that you need to purchase an addon to manage your router, that's categorically false and I will flag this to a community manager for review.

As for your router, I can offer an escalation to chat for you but I can't guarantee it will result in a solution. You are correct that a small number of people have had issues like you where they couldn't get the Max hub to show in their Sky account for whatever reason. 

Look out for a message on the forum

[Doc5907]

@Ryan_1 

Just to add to this, when i upgraded to to Sky max in December i initially also had this issue which was solved by speaking to Sky's backend broadband specialists who resolved it overnight upon which I had full control in the app. And no, i didn't need to upgrade to wifi max add on.

[Tom-W19]

Hi @Ryan_1 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147