topic Re: Update to broadband hub? in Broadband

Updat broadband hub letter

SpikeX1X — Tue, 01 Apr 2025 11:18:07 GMT

Anybody else received letter ref hub update. Trying to find out how it's done

Re: Updat broadband hub letter

Daniel0210 — Tue, 01 Apr 2025 11:22:28 GMT

Is this letter referring to older hubs such as the Sky Q hub that will not conform to regulations regarding security updates after December 2025?

Re: Updating sky q box

SpikeX1X — Tue, 01 Apr 2025 11:27:39 GMT

Not very technology. How do I change/update my hub. ?

Re: Updat broadband hub letter

SpikeX1X — Tue, 01 Apr 2025 11:34:21 GMT

Yes. Received letter today. Annoying that can't speak directly to anyone at sk

Re: Updat broadband hub letter

Daniel0210 — Tue, 01 Apr 2025 11:37:34 GMT

@SpikeX1X

Most customers affected received an email. I did.

See this lengthy thread on the subject.

https://helpforum.sky.com/t5/Broadband/quot-Is-this-email-from-Sky-genuine-re-quot-An-update-on-your-broadband-hub-quot/td-p/4894228

Hub no loger being updated

Smithfamily3 — Tue, 01 Apr 2025 12:09:42 GMT

I've had a letter saying our sky hub will no longer receive security updates. Will sky exchange my hub for free?

Re: Hub no loger being updated

Daniel0210 — Tue, 01 Apr 2025 12:14:33 GMT

@Smithfamily3

Yes. See the replies above and in the thread I've linked to.

Re: Updat broadband hub letter

SpikeX1X — Tue, 01 Apr 2025 12:32:34 GMT

Managed to talk to sky. New hub on its way

Re: Hub no loger being updated

caesarome — Tue, 01 Apr 2025 12:47:29 GMT

@Smithfamily3 wrote:

I've had a letter saying our sky hub will no longer receive security updates. Will sky exchange my hub for free?

The letter should explain what you need to do @Smithfamily3 to get this free replacement hub.

Re: Updat broadband hub letter

SpikeX1X — Tue, 01 Apr 2025 12:55:59 GMT

Sky is replacing my hub, after repeated tries to add other offers on my acct.

Re: Updat broadband hub letter

Sicky — Tue, 01 Apr 2025 13:48:31 GMT

My letter tells me to log in to my account on the sky website

the sky website tells me to refer to the letter and the AI won't let me speak to a human

absolute wastes of space

Re: Updat broadband hub letter

Daniel0210 — Tue, 01 Apr 2025 13:52:03 GMT

@Sicky wrote:

and the AI won't let me speak to a human

@Sicky
Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Re: Updat broadband hub letter

Sicky — Tue, 01 Apr 2025 13:54:43 GMT

Do we have to do it via phone? Takes forever, I've got loads on at the minute and don't have an hour or 2 to sit and wait for someone to answer...surely the whole replacement process should be automated now!? It's 2025...

Re: Updat broadband hub letter

Sicky — Tue, 01 Apr 2025 13:55:29 GMT

And I can't even find a phone number anywhere

Re: Updat broadband hub letter

Daniel0210 — Tue, 01 Apr 2025 13:57:34 GMT

@Sicky

I received my notification via email, clicked on the link, ordered replacement hub and it was delivered a couple of days later. Simple process. I can only assume those customers receiving letters instead either haven't responded to an email or Sky can't contact via email.

Re: Updat broadband hub letter

Daniel0210 — Tue, 01 Apr 2025 13:58:25 GMT

@Sicky wrote:

And I can't even find a phone number anywhere

@Sicky

150 from your Sky Talk landline is the easiest way.

Update to broadband hub?

Val45 — Tue, 01 Apr 2025 15:46:59 GMT

Can I get a new Sky q hub, as I received a letter from sky saying that it no longer receives service and security updates!

What aren't they sending these new hubs out automatically?? We may enough for our broadband, surely this should be a standard?

Re: Update to broadband hub?

Daniel0210 — Tue, 01 Apr 2025 15:56:20 GMT

@Val45 wrote:

Can I get a new Sky q hub, as I received a letter from sky saying that it no longer receives service and security updates

@Val45

Not a Sky Q hub. No. They are being replaced in batches.

Re: Update to broadband hub?

Val45 — Tue, 01 Apr 2025 16:06:40 GMT

If it's not a sky q hub I need renewed, is it my modem that needs renewed or upgraded?

Re: Update to broadband hub?

TimmyBGood — Tue, 01 Apr 2025 16:37:21 GMT

@Val45

The ER110 and ER115 internet routers are Q Hubs. These and all Sky Hubs models before them no longer meet UK regulations for such devices, although there's no particular risk or urgency.