White WiFi Max Hub Recurring Technical Configuration Issue

[Lina_sv]

Hi everyone,

I'm experiencing recurring Wi-Fi configuration issues with my Sky Max Hub. Despite replacing the hub and multiple attempts by Sky and Openreach engineers to resolve it, the problem persists. The issue isn't with the fiber cable or the ONT box, which are fine. It starts when the Sky Max Hub begins to blink slowly with a green color. Every time this happens, I follow the standard steps of switching the equipment on and off, then resetting it to factory settings by pressing the WPS button. Unfortunately, this doesn't resolve the issue, and I end up calling the Openreach engineer to fix it temporarily by contacting Sky directly. This has happened around six times now in the last month.

Today, I spoke with the Sky support team across multiple departments, and they put a Wi-Fi speed monitor on my account. However, the issue isn't related to Wi-Fi speed; it's about the technical configuration yhat a regular Sky Service Support team has no knowledge of. Sky also refuses to cancel my contract without exit fees because the Openreach engineer manages to fix the issue with the higher technical team every time it happens, even if it is temporarily. I can't be calling the Openreach engineer every week for the next two years just to keep my internet working.

I'm looking for a permanent fix or escalation to a higher technical team within Sky that can address this issue permanently. Any advice or assistance from the community or Sky team would be greatly appreciated.

Thank you!

[Chrisee]

@Lina_sv this sounds to be an unusual fault. I suggest you make a formal complaint see How to make a Sky complaint | Sky Help | Sky.com. In your complaint make it clear you need a permanent fix and if Sky cannot provide one you want the option to move to a different ISP. If either Sky cznnot sgree to that or they simply do not answer within 8 weeks you can go to an independent review process. 

I would make the observation that as multipe Sky hubs have not resolved and whatever is causing the issue has required Openreach activity thst the issue msy well transfer to another supplier using the same line.

[Chrisee]

@Lina_sv since I posted I have seen a report from Sky in the green flashing light issue which is down to an Openreach issue and not a hub issue as such. They have asked tgst we escalate tge posts to the Sky team who supportvtge forum who can get them to the right people.

Look out for a message from thst team who will add a button to your forum pages fir you to use to start an online chat hopefullybthey can getvthis fixed once and for all.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Lina_sv.