WiFi Hub Set Up Not Complete & Mobile Device Issues
Hello,
Would have preferred to speak to someone direclty at Sky, but seems being able to get through to someone on the phone is near-on impossible. I've two issues/questions I need a hand with.
1 - Hub setup not complete on App
Received Sky WiFi Max Hub last week. Attempted to install via the App per instructions, after a while (30-40 minutes) the app seemed to get stuck in a loop 'We're setting up your Hub', though the light on the hub was solid indiciated it was connected. A quick attempt to connect on our new Sky Puck affirmed this, and devices have since connected fine.
We're now a few days later, the App is still stuck in that 'trying to set-up my hub' status. Equally despite having connection, the on the Service Checker tab, I'm seeing red warnings that there's an 'Issue', yet when I run the 'Let's Fix It' tests, it'll show no issues in the area and strong connection to Hub and Devices.
Does anyone know a way to get around this, or indeed how I can restart this process from the beginning to try and clear this in the App? Despite the 'We're setting up your hub' button then asking me to Call Them, it's clearly not that easy to pick up the phone and talk to someone as I mentioned.
2 - Slow connection on Mobile Devices
The other, more genuine issue, I'm struggling with is the connection on Mobile Devices. The WiFi is tracking at an average of 72mb/s other the last few days, and I've seen no issues on Streaming or the day I was working from home since we set it up. I am however noticing issues on mobile devices. Myself and my wife both have iPhones (differing models), and we're often seeing web pages take an eternity to load or videos freezing. We've then tested by disconnecting phones from WiFi to see where the issue is, and sure enough, when the phone switches over to 4/5G, the page/video will load instantly.
Has anyone else experienced a similar issue or know how to rectify this? I know the challenge I'll have with Sky is that when I run the tests, the signal is strong so they won't see an issue our end, but this one is fairly annoying.
I've added a couple of screenshots below to try and highlight some of the issues visually.
Thank you in advance. Indeed if anyone on here works for Sky and can give me a number to speak to someone, that would be preferred. Less than 7 days into our contract and it's already a little concerning.
Thank you in advance.
