topic Re: Free hub in Account & Billing

Free hub

Kat+G — Fri, 20 Feb 2026 02:05:26 GMT

I received an email stating I could get a free sky hub. Every time I click the link to request one it tells me my account has been suspended for non-payment - which it hasn't. All my payments are up to date and my services are running, so why is this happening?

Re: Free hub

Daniel0210 — Fri, 20 Feb 2026 04:51:28 GMT

@Kat+G

To see if the Community Messaging Team on here can possibly help you we can escalate the issue to Sky on here if you wish. Let us know on this thread if you want to try that.

Re: Free hub

Kat+G — Fri, 20 Feb 2026 06:05:23 GMT

Yes please 😃 I suffer with narcolepsy so phone calls are difficult - plus the written word is easier for me to refer back to.

Re: Free hub

Daniel0210 — Fri, 20 Feb 2026 07:27:35 GMT

@Kat+G
In the future ~ if there are health issues involved it may be worth registering with the Sky Accessibility Team who may be able to help particularly if there’s an issue communicating. Once registered there are also different methods of communication other than phoning so have a look at these related links… ~

https://www.sky.com/help/accessibility-information

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

🔹

For this issue I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Free hub

Jason- — Fri, 20 Feb 2026 08:32:50 GMT

Good Morning @Daniel0210, thanks for escalating this with us. I'll drop @Kat+G an invite now and we assist with this 😊

Cheers, Jason-

Re: Free hub

Kat+G — Tue, 24 Feb 2026 10:14:07 GMT

Hello. I'm still waiting for you to send me an invite to chat.

Re: Free hub

Daniel0210 — Tue, 24 Feb 2026 10:16:09 GMT

@Kat+G

Did the chat invite not appear as described above, or did it expire due to it now being 4 days later?

Re: Free hub

Kat+G — Tue, 24 Feb 2026 10:18:23 GMT

T here is a red blue bubble but it's an automated message

Re: Free hub

Daniel0210 — Tue, 24 Feb 2026 10:19:28 GMT

Have you tried responding to it @Kat+G

Re: Free hub

Jason- — Tue, 24 Feb 2026 10:21:17 GMT

Hey @Kat+G, sorry to see you're still waiting to be invited to chat with us. I'll send you over an invite now and we can discuss things in more detail there 😊

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141

Thanks, Jason-

Re: Free hub

Kat+G — Tue, 24 Feb 2026 10:22:47 GMT

Yes but it's not a chat with someone, it's not a live service. Don't worry about it, I can live without a new hub. Thanks anyway for trying to help.

Re: Free hub

Daniel0210 — Tue, 24 Feb 2026 10:24:44 GMT

@Kat+G

See the post immediately above yours. @Jason- is sending the invite to chat. You'll be chatting to a member of the Messaging Team.

Re: Free hub

caesarome — Tue, 24 Feb 2026 10:28:31 GMT

@Kat+G wrote:

Don't worry about it, I can live without a new hub.

The hub you currently have got will not longer receive updates so it is advisable to get this sorted so you can get the replacement.