Subject: Fibre installation complete, but Sky Max Hub not syncing/provisioning

[Juliemott2]

I’m looking for some assistance regarding my recent move to 1Gb Fibre. The installation was completed yesterday, and while my internet connection itself is stable and performing well (600 Mbps+), my Sky Max Hub appears to be stuck in a provisioning or "sync" loop with my account.

The current issues:

• App Sync: The My Sky app is not showing my device list or parental controls. It essentially acts as if the Hub is not there.

• Remote Management: Sky phone support has confirmed they cannot "see" my router remotely, despite me having a working internet connection.

• Sky Max Pod: My Pod is stuck with a solid purple light, even when placed in the same room as the Hub.

• Troubleshooting already completed: I have already factory reset the Hub (via WPS), reinstalled the My Sky app, power-cycled all equipment, and restarted my mobile device. Nothing has changed.

It seems like the Hub has not been correctly "provisioned" or registered to my new fibre profile on the backend, which is preventing it from communicating with the app and managing my connected devices/Pods.

Could someone please advise if there is a way to force a re-provisioning of my Hub, or if this is a known "waiting game" issue following a fibre upgrade? Any help in getting the Hub to report back to my account would be appreciated.

Many thanks

[Chrisee]

@Juliemott2 these issues sometimes resolve themselves over night as Sky's systems refresh. If they dont keep in touch with Sky as they may have to either send you another hub or get a back office team to sort the error which takes time. This is frustrating but these issues are comparatively rare. 

[GD1]

@Juliemott2  Your other thread regarding the same issue has been removed as you already have this one and a reply.

[Juliemott2]

It seems to have resolved its own problem if this was standard settling in issues then why did every sky customer service adviser I spoke to not know this ? 

[Chrisee]

@Juliemott2 its not standard the provisioning should be done before the hub gets to you. It seems your's was done late quitecehy i doubt you can find out.

[Juliemott2]

It was my existing hub it was the upgrade to the full fibre gigafast 

what I wasn't told was that my parental controls and devices list were not there for 2 days so unpausing my grandson devices wasn't possible unless I did hard reset of router then sign all my 20+ devices back into the network 😂