Wifi hub max Setup problems

[Elliot2480]

Dear Sky Support,

I have been attempting to set up my WiFi for some time now, but without success. I’ve connected my router to the dual-port master socket and powered it on as instructed. I then tried to complete the setup using the MySky app, but each time it fails. After a long loading period, I receive an error message directing me to use the service checker.

Upon running the service checker, I’m informed there’s an issue with my broadband connection and advised to unplug the router for 10 minutes before trying again. This has not resolved the issue.

I was then provided with a contact number to call for further support. However, calling this number only leads to an automated voice which once again refers me back to the service checker—creating a frustrating loop with no resolution.

At this stage, I have exhausted every piece of advice and troubleshooting step available on the Sky website, as well as guidance from user discussions. I am now 99% certain that the issue may be hardware-related, yet I’m unable to get in touch with a real person to escalate this further.

Please assist me in resolving this as soon as possible.

Additional Information:

• WiFi activation date: 12th June

• Router has been correctly connected and powered

• Suspected fault: Hardware issue

• Upon powering on the router an amber light flashes for a short while, followed by a solid red light.

Kind regards,
Elliot

[Tom-W19]

Hi @Elliot2480 

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. The invite will automatically close if not responded to within 48 hours.

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

[Elliot2480]

Hi Tom,

Unfortunately I lost access to my PC and was unable to respond to this private chat. 

I am now available again and would welcome the oportunity to discuss this further.

Many thanks,

Elliot

[JimM1]

@Elliot2480 Does not work that way, you had 48hours to respond so you now have to get the time be home and call sky to go about helping you with the issue!

[Elliot2480]

I've tried calling sky.

Everytime its just an automated voice telling me to try the troubleshooting steps online.

Just constantly going around in circles