topic Re: New router required in Broadband

New router required

James4481 — Sat, 18 Jul 2026 09:09:14 GMT

An Openreach engineer visited on Wednesday , replaced the ONT (the white Openreach box), and confirmed the fibre line is healthy. He advised that if the connection dropped again, the next step would be for Sky to replace the router. The connection has still intermittently drops, so I’d like you to arrange the replacement hub.. we have missed most of the World Cup and disappointed that we're gonna miss the England game tonight and possibly the World Cup final tomorrow. I therefore hope we have a speedy response

Re: New router required

GD1 — Sat, 18 Jul 2026 09:12:08 GMT

@James4481 wrote:

An Openreach engineer visited on Wednesday , replaced the ONT (the white Openreach box), and confirmed the fibre line is healthy. He advised that if the connection dropped again, the next step would be for Sky to replace the router. The connection has still intermittently drops, so I’d like you to arrange the replacement hub.. we have missed most of the World Cup and disappointed that we're gonna miss the England game tonight and possibly the World Cup final tomorrow. I therefore hope we have a speedy response

You will need to call Sky as you won't get a new hub by posting here, no one at Sky can know who you are from your community login.

Re: New router required

caesarome — Sat, 18 Jul 2026 09:13:05 GMT

@James4481

As you haven't noticed you are talking to other customers on here and not Sky you will have to call Sky and explain to them what the engineer said to you.

Re: New router required

Daniel0210 — Sat, 18 Jul 2026 09:14:03 GMT

@James4481
You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

You will need to contact Sky to discuss a replacement hub. The footie is on ITV and BBC so should be available through Freeview on a lot of Smart TVs.

Re: New router required

TimmyBGood — Sat, 18 Jul 2026 09:33:17 GMT

@James4481 wrote:

we have missed most of the World Cup and disappointed that we're gonna miss the England game tonight and possibly the World Cup final tomorrow. I therefore hope we have a speedy response

Even the speediest response isn't going to get a Hub to you before next week.

I'd also caution that when an Openreach person suggests replacing the ISP router, it typically means they have no idea where the fault actually is.