topic Re: SR213 Configuration Shambles in Broadband

SR213 Configuration Shambles

Whammer — Sun, 29 Sep 2024 20:44:20 GMT

I've just recived my SR213 router and to say I'm underwhelmed is an understatement. Who though it would be a good idea to move the configuration pages from the device itself to a web page and app that are constantly unavailable?

You cannot turn of DHCP and you cannot acces the required interface to configure Port Forwarding.

Is anyone else having issue accessing the advanced settings of the router on the sky website or the MySky app?

Is it because I have changed some settings from default, i.e Wifi SSID and/or password?

Any advice would be greatly appreciated.

Re: SR213 Configuration Shambles

TimmyBGood — Sun, 29 Sep 2024 21:30:11 GMT

@Whammer wrote:

Who though it would be a good idea to move the configuration pages from the device itself to a web page

That's the way the industry is going (the new EE Hub does it too, although they've left more in the web interface than Sky has)

The fundamental reason is that browsers are increasingly reluctant to connect with self-signed SSL certificates, and also, realistically, that consumers are starting to expect app configuration and it (should) reduce the support burden on the ISPs.

Re: SR213 Configuration Shambles

Chrisee — Mon, 30 Sep 2024 06:22:26 GMT

@Whammer the SR213 is the new white hub and the only settings you can control beyond switching UPnP which is in the web interface are in the My Sky app under Broadband/Product Settings/Sky Max Hub you cannot disable the DHCP server but you can set up Port Forwarding from the advanced settings page.

If tge Sky Max hub settings are notvappearing sign out and close the app and reopen and sign in but chdck you are using the Sky ID linked to the account if the settings still dont appear call Sky. However if you have changed the SSID/WiFi password you must have had access to the app. The SR213 is even more locked down than the older Sky hubs so cannbe poor choice if you need to control network parameters butvworks fine for the majority of domestic users.

Re: SR213 Configuration Shambles

Whammer — Mon, 30 Sep 2024 06:39:57 GMT

You can change the WIFI SSID and password on the router, you don't need to use the app/web for that When I try to access the Web interface for Port Forwarding, I get the "something went wrong" message on the relevant sections.

Re: SR213 Configuration Shambles

Chrisee — Mon, 30 Sep 2024 06:51:48 GMT

@Whammer if you have been able to change the SSID/password on a SR213 using the web interface that is a first as the fields are greyed out on my hub and Sky tell us that function is disabled on purpose.

Assuming you have the white hub it sounds like your hub has not been set up by Sky properly I would factory reset the unit by pressing and holding in the WPS button until the LEDcstarts flashing green rapidly. If after doing that and doing the signing out and back in suggestions for the app you still cannot access the My Sky settings then call Sky.

Re: SR213 Configuration Shambles

Whammer — Mon, 30 Sep 2024 10:22:14 GMT

This is what I see on the "Advanced Security" page.

Does the ability to change the configuration depend on the Router being left at the defaults?

Re: SR213 Configuration Shambles

Whammer — Mon, 30 Sep 2024 12:17:09 GMT

Just to add to the problems, the wife has just informed me that the landline is not working either. This was the main reason I had to stay with Sky's own routers, otherwise I would have bought a "real" one.

Re: SR213 Configuration Shambles

Whammer — Mon, 30 Sep 2024 17:15:28 GMT

I've just reset the router to defaults and I still cannot get into the Port Forwarding options on either the Sky website or the MySky app.

Re: SR213 Configuration Shambles

Whammer — Wed, 09 Oct 2024 21:24:59 GMT

I managed to get throught to Tech Support and they said they would fix it, i'm still waiting a week later. Someone also suggest that I reset my password on the my Sky account, but the website says "I don't have permission to do that" seriously?

Re: SR213 Configuration Shambles

Whammer — Fri, 11 Oct 2024 10:38:45 GMT

I'm going to phone up tonight and cancel Sky, they obviously don't really care about supporting their customers. I phoned up and despite there being an outstanding fault logged, which I can see on my account, they know nothing about it and everything "looks OK"

It would seem that if your broadband/router combo works then you are lucky, and if it doesn't you will be in a frustrating cycle of hold music and broken promises.

The providers are probably all the same to be honest, but I think Sky has had enough of my money.

Re: SR213 Configuration Shambles

Anonymous — Thu, 14 Nov 2024 20:02:55 GMT

I’ve just read this and it’s absolutely appalling.

It’s alright saying you can use your own router but we are now locked into using the ISP supplied unit if we are to have a phone line and yet Sky is fielding this non-configurable piece of crap.

Sorry Sky, you’ve just lost a customer. I’m going to stick with BT despite they’re extortionate prices. The Smart Hub 2 may have its faults but it’s way ahead of this.

Re: SR213 Configuration Shambles

TimmyBGood — Thu, 14 Nov 2024 20:45:33 GMT

@Anonymous wrote:

It’s alright saying you can use your own router but we are now locked into using the ISP supplied unit if we are to have a phone line

I'd observe that BT/EE also requires use of their own router for the bundled voice call solution to be active.

Personally I'm sticking with my BT Smart Hub 2 rather than migration to either Sky or EE, mostly because that EE Hub is unforgivably ugly....

Re: SR213 Configuration Shambles

Anonymous — Thu, 14 Nov 2024 20:53:08 GMT

I’d agree with you on that. I believe the EE one is also subject to being configured through a damned phone app as well but I’ve not had chance to check that information.

At least the SH2 can be setup to pass everything other than the phone traffic to my Draytek.

Re: SR213 Configuration Shambles

TimmyBGood — Thu, 14 Nov 2024 21:19:13 GMT

@Anonymous wrote:

I believe the EE one is also subject to being configured through a damned phone app as well

It is. That's likely to become the industry standard though because browsers are increasingly reluctant to talk to embedded web servers with self signed SSL certificates.

Re: SR213 Configuration Shambles

Anonymous — Thu, 14 Nov 2024 21:29:57 GMT

Yes, I did read that earlier in the thread.

If I'm honest, I'm testing the water as OR have just told me FTTP is now available here. BT, in their infinite wisdom, seem to think I’m daft enough to carry on paying the same as I’ve been paying out of contract for the last few years, even if I recontract for FTTP. (Still, they are trying to shift the domestic-side over to EE, so it may be a deliberate attempt to discourage renewals).

I suspect the time has come to grasp the nettle and go with a separate VoIP provider and just BT or Sky for the broadband. After all, they don't make much off the phone, so again, it might be deliberate to gradually kill off the phone business.

Re: SR213 Configuration Shambles

TimmyBGood — Thu, 14 Nov 2024 21:33:55 GMT

@Anonymous

I've got the same issue with BT: getting a reasonable renewal price would mean moving to EE.

Re: SR213 Configuration Shambles

Anonymous — Thu, 14 Nov 2024 21:36:14 GMT

Yes, and the reports from people that have moved are not good.

Re: SR213 Configuration Shambles

SCSCSCSC — Wed, 26 Mar 2025 23:57:47 GMT

I can confirm after an analysis of the sr213 Web interface code:

1. The sr213 has all the code on the router to allow port forwarding and dmz etc to be configured from the Web interface. It has been deliberately switched off by sky non-agile engineers

2. The router even has a bridge mode, again switched off by sky non-agile engineers

You have to ask why we are being forced to use the shim "mysky" app to configure these things as we could do it easily from the Web interface if it was enabled....

Comments anyone? Sky?

Re: SR213 Configuration Shambles

Chrisee — Thu, 27 Mar 2025 07:42:13 GMT

@SCSCSCSC Sky wont comment in the forum.However their stated policy is that the hubs they provide are suitable for the majority of domestic users are heavily locked down. The reason for use of the app is driven by two main things firstly to improve support for the average customer and scondly to overcome an inceasing issue with browsers refusing to open sites without security certificates. You will find other isps and router manufacturers making similar moves.

I have been active on the forum for 9 years and have had a number of chances to interact with Sky's senior engineers and product managers who are quite open they do not target the small minority of users who want greater control of their routers. You are free to use your own routers if you want but Sky will not provide support directly but do provide this forum where other users can often help.. Forum superusers have a back channel where we can get informal support with issues raised.

The SR213 hardware is basically an adaptation of a unit supplied by Comcast (the US group that own Sky) to their Xfiniity customers in the US but there are multiple modifications to the firmware for the UK market. That the hub could offer a bridge mode is one of those features not carried over but is line with Sky's UK policy so is unlikely to have been allowed even if the web interface was active. Given the move over to full fibre the provision of bridge mode is increasingly irrelevant and only of use for the very small % of sers who want to use their own router and keep tge voice line.

As a mass market isp Sky like EE, Talk Talk very much work on the principle that you get what you are given. If you want a more flexible ISP there are many smaller companies who offered that which maybe a better match for your needs.