topic Re: Upgrade hub in Broadband

Upgrade hub

Honeycat — Thu, 21 Mar 2024 14:36:53 GMT

Received email saying my hub no longer receives service updates, and offering a free upgrade. When I try to upgrade the web site says I am not eligible!

Re: Upgrade hub

Chrisee — Thu, 21 Mar 2024 15:03:11 GMT

@Honeycat Sky tell us they are sending out these invitations to people but the only way to get the switch is via the web link in the email. The links do apprently expire which might be the explanation. You will receive another invitation in due course but while these hubs will need to be replaced before the end of 2025 there is no tearing hurry.

Sky customer services cannot offer these replacements so little point in calling them.

Re: Upgrade hub

Honeycat — Thu, 21 Mar 2024 15:15:03 GMT

The expiry date on the offer in email is 12 April, so I should be eligible.

Re: Upgrade hub

Chrisee — Thu, 21 Mar 2024 15:18:30 GMT

@Honeycat wrote:

The expiry date on the offer in email is 12 April, so I should be eligible.

So keep trying the link

Re: Upgrade hub

jamesn123 — Thu, 21 Mar 2024 16:01:24 GMT

@Honeycat

Try clearing cache & cookies and give it a few days

Re: Upgrade hub

Honeycat — Fri, 22 Mar 2024 14:48:39 GMT

Just tried the "chat" route (as I know that phoning will be a waste of hours of my life!), and it said I have the basic broadband package, and suggested I should pay more money to upgrade the package! Surely the free hub upgrade should be available to all customers if their existing one no longer receives updates? It is not my equipment, so the software will become outdated if it does not receive updates?

Re: Upgrade hub

Highlinder — Fri, 22 Mar 2024 15:23:18 GMT

@Honeycat Did you do as @jamesn123 suggested to see if you are able to take up the offer of the free change of hub.

Re: Upgrade hub

Honeycat — Fri, 22 Mar 2024 15:51:50 GMT

Yes, tried all that! I guess the chat thing is not an actual person, so the suggestion I should switch to a more expensive package is just a general response to a question it probably doesn't really understand. I just hoped a human being might take over the chat!

Can't see the point of Sky sending out free offers if customers can't take advantage of them. I suppose only an actual Sky person would know why it keeps telling me I'm not eligible. Nothing in the email says that it only applies to customers on the most expensive packages.