topic Re: Broadband hub update in Broadband

Broadband hub update

Oldfozzy — Thu, 13 Mar 2025 08:59:29 GMT

I recently had an email from Sky telling me I had to update or change my broadband hub by the end of 2025. It included a link to review my options.

The link simply takes you to the Sky website. After a long, difficult and frustrating search I found a page which simply told me that I would receive an email telling me what I had to do to get a replacement hub. But the link is back to the website.......

I'm going round in circles! Can anyone point me in the right direction please?

Re: Broadband hub update

caesarome — Thu, 13 Mar 2025 09:49:30 GMT

If the link isn't working then you will have to call instead.

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

Re: Broadband hub update

Oldfozzy — Thu, 13 Mar 2025 10:38:53 GMT

Thank you

Re: Broadband hub update

Samantha45 — Fri, 14 Mar 2025 22:32:46 GMT

This has happened to me. I'm dreading having to ring Sky as they keep you on the phone for soooooo long

Re: Broadband hub update

Chrisee — Sat, 15 Mar 2025 07:34:25 GMT

@Samantha45 call waits can be long at peak times or when something big has broken but typically are not too bad. Try calling early in the day or oddly after 8pmwhen lines are typically shorter. Howver before doing so try using the link in a different browser

Re: Broadband hub update

CandleAlfie — Tue, 01 Apr 2025 18:46:04 GMT

Not helpful at all. I'm just going round and round trying to see what I need to do. I had a letter from you saying I need to update or change my hub. It said to go to your " portal " 🤷‍♀️ That is no help. I tried your virtual assistant a couple of times and sorry to say that it was useless . So how do I upgrade according to your request ?

Re: Broadband hub update

hpman — Wed, 02 Apr 2025 11:36:25 GMT

Im having exactly the same experience !!

Re: Broadband hub update

caesarome — Wed, 02 Apr 2025 12:22:31 GMT

@hpman

This is being investigated as it has been reported to Sky so in the meantime you will have to call to get the hub ordered.

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

Re: Broadband hub update

George+Fishwick — Wed, 02 Apr 2025 12:59:08 GMT

Exactly the same issue, why bother to send out a vague letter with no useful information about my old hub, and no way of getting to where you need to order a new one. Surely that could have been a simple thing to do so that we do NOT have to ring up to order. Quite simply a ridiculous waste of time

Re: Broadband hub update

Samantha45 — Wed, 02 Apr 2025 13:05:47 GMT

I just called them. Sky are sending me a new hub which works via fibre rather than what I currently have. Price has increased by £1 per month and an engineer is coming in 2 weeks to do the connection etc. So far the process has been simple and the guy I spoke to was very helpful