topic Re: SKY WIFI MAX AND SKY Q MINI HELP in Broadband

SKY WIFI MAX AND SKY Q MINI HELP

dangman2024 — Fri, 19 Apr 2024 22:36:24 GMT

I have just renewed my Sky Contract. I was advised by the salesman to upgrade to Sky Wifi Max due to rubbish wifi strength. On the same call, I asked for an additional Sky Q Mini Box for £50 for my bedroom. I did this although the Wifi is much better, I have just been told that my Sky Q Mini Box will NOT work with Sky Wifi Max. I have only found this out via trial and error.

How can this happen? This is horrific customer service and just a lie. Is this true? is this fixable? Please can anyone help?

Re: SKY WIFI MAX AND SKY Q MINI HELP

Craigclp — Sat, 20 Apr 2024 05:21:52 GMT

Ive been told similar this week by a visiting engineer despite many many calls to sky who mentioned nothing

uograding to sky stream appears to be the answer

Re: SKY WIFI MAX AND SKY Q MINI HELP

dangman2024 — Sat, 20 Apr 2024 06:18:33 GMT

How is this allowed to happen ? Why were we advised to upgrade to a product that no longer works with our existing products ?

I wouldn't have done this had I been told the correct information. Surely they are able to update sky Q mini boxes to fix this ?

sky Stream is rubbish and you can't record programmes.

Re: SKY WIFI MAX AND SKY Q MINI HELP

Chrisee — Sat, 20 Apr 2024 06:48:20 GMT

@dangman2024 the Sky agent you spoke to messed up as the Wifi Max package is incompatable with Sky Q. I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Quite how the agent could actually order Wifi Max for you is strange as if you have Sky Q that should not be actually possible. The issue is simply the Sky Q mesh wifi system does not work with the newer mesh system the SR213 hub and the pod exrenders use. Sky have said they are working on a way of sorting this but as yet that has not happened.

Sky Q was designed around 2015 and used a proprietary networking system which has been over taken by newer and better wifi technology. Given Sky will be likely moving away from satellite broadcasting to streaming in a few years they have stopped major developments of the Q hardware.

On its own the Wifi Max bundle works but performance, as with all Wifi systems, depends on factors like type of construction and layout of the customers home.

Re: SKY WIFI MAX AND SKY Q MINI HELP

Chrisee — Sat, 20 Apr 2024 06:52:05 GMT

@Craigclp as I posted in the reply above Sky should never supply Wifi Max to an account where there are Sky Q minis or boosters. Rarely if you have a single main Q box that maybe OK. Sky stream is a much simpler system in networking terms the boxes dont act as wifi hotspots so the pucks will work with pretty much any wifi system.

Re: SKY WIFI MAX AND SKY Q MINI HELP

dangman2024 — Sat, 20 Apr 2024 06:59:02 GMT

Thanks so much Chrissee. Very kind of you.

So to be clear, are you saying that in order for me to have sky around the house I need to have Sky Stream rather than Sky Q mini boxes? Is Sky Stream compatible with the main Sky Q box as I would like to have that still? Or is Sky Stream an entirely new system ?

it's a real shame as Sky WiFi max is so much better than the Sky broadband I had before. Doesn't feel right that I would have to go back to a worse WiFi speed so that it all works together? I find it incredible that I was offered, suggested and allowed to do this. They have to give me a huge discount right ?!

Re: SKY WIFI MAX AND SKY Q MINI HELP

Chrisee — Sat, 20 Apr 2024 07:17:57 GMT

@dangman2024 it is possible to have Sky Q around your home but not with Wifi Max. Without getting very technical Sky will provide boosters to improve connection between the older Sky hubs and Q boxes which in mamnt cases can sort any issues. Each Q box acts as a wifi hot spot which extends your wifi, when I hade Sky Q i used my own Powerline Networking adapters which use the home's mains wiring to carry the data to connect to a distant Q mini thstvstruggled with connectivity and gave poor wifi on one level in my house. That worked for me.

As i have just posted in another thread on the same subject Stream which at some point will replace Q as Sky's primary TV offering - satellite broadcasting will be unlikely to be around much after 2030 - is far simpler the pucks dont act as wifi hoot spots and act as simple wifi clients.

I have 3 pucks and a Glass TV which are very stable and I find them superior to Sky Q in picture quality and features but do your research before switching as there are significant differences including the channels each system offers. All of the major broadvasters are on both but some of the smaller ones havent gone onto Stream yet. The lack of local recording bugs some people but I find I can watch what I want when I want to.

Sky are very unlikely to offer significant discounts beyond the publicly available offers on Stream but you can ask. The chat agents I linked you to cannot handle sales but are very knowledgable bunch.

Re: Unable to get sky max

Craigclp — Sat, 20 Apr 2024 07:31:10 GMT

Thank tou

i bought a sky max hub privately and wow what a difference that makes..!!!

just need to further enhance the wifi reach now - need some boosters / pods for the hub.

I may upgrade and get sky stream - just need to convince my Mrs 😜😂

anyone know how to get some sky max pods...?

other that than 1 I have an error mesh system ready to install

Re: Unable to get sky max

Craigclp — Sat, 20 Apr 2024 07:41:36 GMT

*eero mesh system ready to install

Re: Unable to get sky max

GD1 — Sat, 20 Apr 2024 08:03:07 GMT

@Craigclp As far as I'm aware Sky Max hubs are loaned to customers you shouldn't be able to buy them privately from anyone.

Re: SKY WIFI MAX AND SKY Q MINI HELP

TimmyBGood — Sat, 20 Apr 2024 08:52:55 GMT

@dangman2024 wrote:

How is this allowed to happen ? Why were we advised to upgrade to a product that no longer works with our existing products ?

Presumably because it was during the same transaction: at the time you ordered the Mini box the Max subscription was not yet marked as active against the account and so missed the blocking rule which would have prevented such an order going through under any other circumstances.

@dangman2024 wrote:

Surely they are able to update sky Q mini boxes to fix this ?

Potentially not: Mini boxes have been around since 2016 with the proprietary 'Q Mesh' embedded in them. It's quite possible that this now antique technology is simply incompatible with the modern mesh in the Max Hub and its pods.

It's also worth factoring in that satellite television broadcasting is almost certainly now approaching the end of its lifespan anyway (at least in the UK) and the Max Hubs being distributed can be expected to outlive it by some considerable time.

Re: SKY WIFI MAX AND SKY Q MINI HELP

Lisa-P1987 — Sat, 20 Apr 2024 10:17:15 GMT

Hi there, thanks for sending us this case. On this occasion, we do not believe we are going to be able to help.

The customer either needs to change their broadband subscription or the TV services. Both of which we cannot support with on this chat.

If the customer does want to do either of the above, they would need to call and speak to our value team.

Re: SKY WIFI MAX AND SKY Q MINI HELP

Andrew1066 — Sat, 29 Jun 2024 10:51:01 GMT

I've update to the second fastest speed, upgraded to wifi stream and bought a further 4 streaming boxes.
my signal strength around the house is terrible. Rang to upgrade to wifi max and been told it's not available for me.
I've rang around 10 times to complain and still been refused an engineer to come out.
it's a complete joke.

Re: SKY WIFI MAX AND SKY Q MINI HELP

cookiemonsteruk — Sat, 29 Jun 2024 10:57:53 GMT

@Andrew1066

Did you upgrade to sky q mini boxes or sky stream?

Sky max is not available to people with more than 1 sky q mini

Re: SKY WIFI MAX AND SKY Q MINI HELP

Andrew1066 — Sat, 29 Jun 2024 11:10:58 GMT

I replied to Sky stream. I had Sky Q but upgraded to Sky stream and Sky broadband Ultra fast.

I've been on with the tech team again for over an hour and they have informed me I can not have wifi max as it's not showing on my account and I'm still not eligible to have an engineer out even though I've had an email from Sky back in May saying my speeds are not where they should be and I have the right to cancel.

6 times the team have sent a resolution form to the head department regarding the wifi max as they all say I should be eligible for it but 8 weeks on from upgrading I still have no resolution and my wifi upstairs doesn't even work. Soon as I go into a bedroom the wifi disconnects from my phone and goes to my service provider.

Re: SKY WIFI MAX AND SKY Q MINI HELP

cookiemonsteruk — Sat, 29 Jun 2024 11:29:49 GMT

@Andrew1066

On occasion remnants of any sky q installation are left on your account especially when the switch from sky q to stream is done manually. This can only be resolved if you ask for a deletion of these remnants/artifacts of sky q to be deleted. This is done via the back office team

Re: SKY WIFI MAX AND SKY Q MINI HELP

Andrew1066 — Sat, 29 Jun 2024 12:45:23 GMT

I will ask this to be done when they finally find the sky Q boxes I posted back over 3 weeks ago.

I had to ring today and provide a tracking number to prove the items had actually been delivered and signed for by Sky.

At this moment in time Sky have said they will have to investigate where they have been put.

I will ring back later in the week to see if they have been found and ask for them deleting off my account.

If this does not make WiFi Max available to me and I still can not have an engineer out I will have no option but use the email sent from Sky with my right to terminate and move forward with this.

I habe been with Sky for years and each time I call I'm told I'm a gold customer but certainly don't feel like it.

I habe been told on over 5 occasions I would get a call back from the person dealing with me and it never happened apart from one gentleman the last time I rang and said I was cancelling.
He did call me back a week later but said I still didn't have WiFi Max on my account even though it should be showing and there was nothing else he could do.

There is only so many times you can call and be offered no help before you decide to take your service somewhere else.