topic Re: Obsolete router in Broadband

Obsolete router

JillyB63 — Tue, 22 Apr 2025 22:38:33 GMT

We've had a letter from Sky informing us our router will no longer receive security upgrades & we need to order a free replacement via their portal. There's nowhere to order one that I can see once signed into our account! I'd be grateful for any assistance if anyone has had the same issues. Many thanks.

Re: Obsolete router

Daniel0210 — Wed, 23 Apr 2025 02:56:03 GMT

@JillyB63

It's a genuine letter. I changed my Sky Q hub after receiving a similar email back in February.

There should be a URL quoted at the foot of the letter. When you go to this, there's a dropdown option to change your hub...

Take a look at your options:

Change your hub

Keep your hub and change your hub admin password

Switch to Full Fibre broadband

Add Sky WiFi Max

Here's the legal bit

If that doesn't work you'll need to call Sky to arrange it.

Re: Obsolete router

caesarome — Wed, 23 Apr 2025 04:46:17 GMT

@JillyB63

The link should be there but if you can't find it then it is this one:

sky.com/skyhuboptions

Re: Obsolete router

JillyB63 — Wed, 23 Apr 2025 20:59:27 GMT

Thank you so much for supplying the link as it wasn't on my letter. Unfortunately, once I choose the "order new hub" option & sign in it then says "sorry that didn't work" & "The journey isn't available right now. Please try again later " & signposts the sky.com/help - which is no help at all. Looks like yet another phone call to India which after last week's call will be of even less help than the link but thank you very much for responding to my message.

Re: Obsolete router

JillyB63 — Wed, 23 Apr 2025 21:01:34 GMT

Thank you for responding, unfortunately the link falls over once I choose the "change hub" option. Looks like I need to call India again althoughlast week's call was a waste of time.

Re: Obsolete router

Chrisee — Thu, 24 Apr 2025 06:20:36 GMT

@JillyB63 most Sky call centres are still in the UK