topic Re: Sky max upgrade issue in Broadband

Sky max upgrade issue

TBW25 — Sun, 17 Nov 2024 10:57:45 GMT

A couple of weeks ago I upgraded to Sky max and the performance has been terrible every since. I have called repeatedly, I am told the network team is looking into it and they will call (they never do). I get texts saying it is being investigated.

My wife and I work from home and this is causing huge issues. I have tried to speak with someone to cancel the 'upgrade' and go back to the previous broadband we had, but nobody seems to be able to do this. I assume this is a unwillingness to cancel the contract and refund the money paid.

I am hoping someone will respond on this thread. I have been a SKy customer for over 10 years and pay over £100 month. The only thing this service experience will do is ensure we not only reverse the upgrade but move to another provider.

Re: Sky max upgrade issue

Greenfingers001 — Mon, 18 Nov 2024 09:09:17 GMT

Hi there @TBW25 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky max upgrade issue

TBW25 — Mon, 25 Nov 2024 11:10:35 GMT

Another week has passed with no help at all. I keep being told that this issue has been referred to the 'Network Team' and that they are reviewing it on X date. Nothing happens, no proactive contact, no updates. I am appalled at how you are managing this issue.

I want to cancel the Broadband Max 'upgrade' and go back to the previous version of the broadband I was on. I want the contract cancelled so I can look for other providers, I want the fees you took to be refunded please.

I have tried to call the Broadband team again this morning but I am (once again) being sent down the automated triage IVR journey, despite having gone through this multiple times and despite the fact that I am supposed to have an ongoign open ticket.

Re: Sky max upgrade issue

Anonymous — Mon, 25 Nov 2024 11:33:04 GMT

Unfortunately once you have the Max hub you cannot revert back to a previous generation. Due to the cloud technology and how Max works in the backend. The biggest issue being that if you plugged in an older router it would not be recognised by Sky systems, meaning that remote assistance and self service for issues would not be possible.

You haven't stated your particular issue, but the most common issues are WiFi connectivity which can be resolved by changing WiFi security to WPA2, loss of WiFi coverage if using Sky Q which means that pods (WiFi extenders) are required, VPN issues which require MAP-T to be disabled by Sky.

If the router hasn't onboarded you your account fully, or there are physical issues with your connection then it will need the network team to carry out any requested actions at their end.

The bottom line is that you are stuck with the Max hub unless you use a third party system (which Sky would not support) or move to a different isp completely.

Re: Sky max upgrade issue

TBW25 — Mon, 25 Nov 2024 11:38:48 GMT

Thanls. If you are right then I will need to leave Sky completely for another provider. I am going to try and reverse the upagrde in the short term and at least get out of the contract they have signed and pay back the money they have taken.

Re: Sky max upgrade issue

Chrisee — Mon, 25 Nov 2024 12:01:44 GMT

@TBW25 If you are within the first 31 days of the new contaxt you can cancel but Sky are reluctant to let customers go back to the older black Sky hub once they have been given a white Sky Max hub. In general the two hubs have similar wifi range but for customers who have Sky Q boxes or older boosters these no longer can be used to extend wifi coverage I am not sure if this applies to you.. Instead they require to use the dedicated Extender Pods which come as part of the WiFi Max bundle see https://www.sky.com/help/articles/sky-wifi-max.

You need to talk to Sky and I would suggest raising a formal complaint as you appear to feel strongly see How to make a Sky complaint | Sky Help | Sky.com.

I can escalate your post to the Sky team who support the forum who are experienced agents who can handle complaints but given you did not appear to use the previous escalation it is pointless unless you plan to use the facility. The escalation once accepted adds a chat icon to the forum pages which starts a chat session with the next agent available so isn't immediate . Please post again if you want that to happen.

Re: Sky max upgrade issue

TBW25 — Mon, 25 Nov 2024 12:04:05 GMT

Thanks, I've had support from an advisor on this forum, but they are not able to get a material update from the Network team. I am raising a complaint so I can get out of the contract and at the very least go to another provider.

It's astonishing. I have been with Sky for 15 years, pay over £100 a month. The service I used to get was OK, but thought it would be better to upgrade and now it looks like I will have to leave!

Re: Sky max upgrade issue

Allnew — Mon, 25 Nov 2024 22:57:58 GMT

third party system (which Sky would not support) how do you mean they won't help you mean with it ?? As they can't stop you from using the third party router if they have poo routers sky max white is poo 💩 they need to get a new one it's useless

Re: Sky max upgrade issue

Chrisee — Tue, 26 Nov 2024 06:46:39 GMT

@Allnew Ofcom require ISPs to permit the use of third party equipment but do not require them to provide support for pretty obvous reasons imagine the training requirement for several thousand customer agents to support the occasional call on random bits of kit.. Sky meet that requirement but provides this forum where members can discuss the use of third party kit and how to get it to work.,

Not all third party kit can be used on Sky connections due to the kits lack of support for the necessary network protocols. There can also be an issue where to manage some line issues Sky will require you to re-install the Sky hub as that runs the diagnostic software their systems require.

In practice the vast majority of the roughly 6 million customers use Sky hubs without issue. However where you have more complex requirements that a locked down hub cant support or simply want to use existing kit you are free to do so. You are entitled to your opinion but my own white hub is far from useless as a router but I choose to use a third party wifi set up..