Updated to sky max hub and all our devices keep disconnecting constantly.

[thebabaman]

Updated to new sky max hub last week but all week all our devices kept disconnecting. Spent 1 hour 16 mins on phone to a sky person yesterday and we had a nightmare trying to connect my actual sky q box. 
Even standing next to the hub our phones only have one bar of WiFi before disconnecting. So all using our mobile data in the house. So what is the point in upgrading for a worse service? 

[Kevinnew]

Here here since I was talked into switching to the all singing all dancing max hub we have had very very bad service , from poor engineers install to depleted almost non existent service running around 45mbs devices closest to the max pod connecting to the hub and devices closest to the hub connecting to the pod , can't get signal at the back end or the 3rd floor of the house which we did before and that didn't need a max pod

[EadyMcc]

Similar problem here. Shocking amount of buffering going on.

[Kevinnew]

Has anyone had any joy (sense) from sky ?

[Chuckie2]

I signed up to SkyMax.  Had nothing but trouble.  All my IoT and smart home disconnected from the router and all show offline.   Light bulbs, Google home, sensors, all streaming devices.  Little to no help from sky.  Poor poor poor service.  Basically was told to reboot the router and then they turned of my Sky Broadband Shield.   

Was told it was a problem with my smart home devices, because "He could see no issue wirh the router".     

Yes sky, of course it was every other device (Multiple devices from various manufacturers) connected to your router that has the problem,  not the router itself 🙄 when the router connection is the only thing all devices shared in common.   C'mon Sky....... we are not all stupid and can't be fobbed off.  

[TimmyBGood]

@Chuckie2 

With a white Max Hub you may need to reduce the wireless security level from WPA3 to WPA2-PSK using the Hub settings in the My Sky app.

You can use the same settings to temporarily disable the 5Ghz WiFi band: remember to re-enable it afterwards if you do this.

[BuffBayGirl]

Yep same experience, was advised by sky broadband to upgrade to Sky Max as it was supposedly better than the previous box but this hasn't proved the case at all, 3 engineers, several phone calls and still doesn't work properly, have asked them today to cancel Max and to ship a 4.2 hub, to say this is totally poor service is an understatement, 2 of the engineers essentially say the powers that be want the Max boxes rolled out even though we don't have Full Fibre in our area yet which is what Max works with so they're happy to sell Max despite knowing it doens't work properly, so what point is there in being a customer? Unfortunately my husband likes the sports channels which they pretty much have the monopoly on - yep, Sky are raking it in at customers expense and getting fobbed off, no offer to refund any money for the lack of broadband service and repeated phone calls to them, disgusting service but of course you don't get to speak to a Manager, the frontline staff have to email them

[BuffBayGirl]

This doesn't help

[Chrisee]

@BuffBayGirl in theory the Sky Max hub should work with both full fibre and the older services over copper but one of its main selling points is WiFi6 which allows WiFi speeds over 600Mb/s which is pretty irrelevant for slower connections. However the type of connection makes no difference to the WiFi coverage which appears to be your problem. 

Your post is concerning as you are by no means the only customer reporting similar experience. It does not seem universal but I have seen an increasing number of reports of issues with poor WiFi signal levels. Have you complained formally see How to make a Sky complaint | Sky Help | Sky.com

Are you aware you dont need Sky Broadband to get Sky TV all of the TV systems work with third party internet connections?

[EadyMcc]

Hi hub finally rectified itself after probably 5 calls to sky. Took best part of a month. Whatever the problem was it seems to be sorted. Neither of the two additional extender boxes work. Refused to connect to the max hub. However, the buffering issue was resolved with a 3rd party vpn when watching Netflix and prime. 

[BuffBayGirl]

Hello unfortunately our sky broadband contract runs till 2026 so we will switch these, meanwhile yes I will complain formally, it isn't just about coverage but also about connectivity this hub spends all day in and out of being connected it's totally unstable 

[James418]

Having the same issue, i have had an engineer out twice now. The hub keeps on disconnecting so knocking all devices off. Fibre connection to the property is fine no dropouts so appears to be a hub problem. One of the engineers that came out even said the new max hub is very poor giving them nothing but problems. I never had these problems with the old black router. Like when sky Q launched problems with screen drop out sky blamed on tv manufactures. All affected tv makers said the sky box was the problem.