My experience with the new Sky Broadband Hub

[TonyLaf]

Just received the new router set all ok came to connect both I phones and I pad with password supplied but no joy kept saying password incorrect any ideas spoke to sky they tried a few things and said they will send out a new router

[Suzie10]

Still don't see anything in the "Track Order" page regarding the new hub. I have a feeling they haven't done the recontracting properly.

[wouldwelietoyou]

My broadband drops out, do the usual Sky test all is ok. Talk to Sky and all looks good, yes it is ,but it still drops out. I'm not complaining about speed here. I looked at upgrading, I get the usual sales talk you will get X mb,  No I won't BT line can only carry a certain amount. 

I spent 2 days texting YES texting about a package. What's annoying is a sales person told me I could have been saving £7 per month for a year WHY didn't Sky tell me this? My gas company emails phones me to say we can save you money do you want the new tariff ?

Sky customer service is seriously lacking, I had to explain my problem to different people, by Text. I will look elsewhere now because I feel let down by a company that doesn't care. It's the usual thing, new customer better deal and care if only short lived. Loyal customer kicked in the teeth.

[OMTT]

I can't get fibre in my area just now & only get 14Mb down. I have the previous model of the Sky router. I pay £18.99 a month line rental & £2.01 a month for Sky broadband unlimited. Can I get the new hub without paying any extra? I am diamond tier Sky VIP.

[Chrisee]

@OMTT doesn't look likely. The new hub requires you to have Sky Essentials at £26 per month including line rental plus the Broadband Boost which is another £5 per month - you seem to be in a very cheap deal so it looks like it would cost more.

[OMTT]

New router will be here tomorrow. Gave Sky a call and my current offer ends in February & would be going up to £32 a month so it would be cheaper moving to essentials with the boost. I'm getting a further £5 off so essentially boost will be free. He also told me that FTTP will be coming to my area soon too, so happy I called 🙂

[rb38]

Hi all I have just up graded to super fast fibre !!!!!.Were to start ,did not sent out new router when changed to new fibre.had to get that sorted .New router arrived would not connect to my fire stick or Alexa.spent hours on phone.sorting this out as had to disconnect fire stick every time to watch it.So sky sent new router out!.Still having same problems.!!!!! So am waiting on 3rd router to be sent to see if this fixes problem!!!!.. Not even getting speed as have downloaded the app sky recommended !!! and when tryed it the 2 figures don't even add up to their recommended speed ..Hope not stuck into this contract.

[Suzie10]

Looks like Sky didn't switch me over to the new boost yet. Apparently a ticket has been raised and I have to wait until at least Thursday to know more. The ticket was raised because it kept telling them I had to pay a one-off charge (£108.95) in order to switch.  Very annoying. All this fuss just to switch over to the new boost. 

All advisors have told me the same thing so it's not just one advisor telling me lies. It looks like there really is an issue with my account for some reason.

[MrRizla]

I also had this, restarting the devices which reinitialised the wifi did fix it, ironically that included my brand new sky q, goto love tech..

[C+baker]

Hello, I had a similar problem last week. New router and everything worked great, 12 devices to be precise. Except my sky q box and min box. The engineer was baffled. Turned out to be a faulty new router. Changed router all is fine now. 

[DaveCent]

It's not a good system.  Since we got the new Q box and router my once decent WiFi now drops out all the time and is usually weak.  It's near useless, I've had to turn my electric circuit into a giant ethernet cable and I have to plug my Smart TV into that in order to use Prime/Netflix etc.  We usually have to use our phone data, it's that useless.  My TV screen share is WiFi dependent - and useless.

All this even though we went Fibre.

I've contacted Sky numerous times and still have no explanation for it.  Would I recommend to anyone,?  Absolutely not.

[C+baker]

They sorted mine out pretty rapid. I have no complaints. Some things just fail sometimes. 

[Barcablue72]

I had the same problem when I upgraded to sky Q. Wifi kept dropping out when I had no problem with my previous router. I was having to reset the sky Q boxes a couple of times daily. When I got put through to one of the tech people, to go through the same garbage that I was doing daily and him telling me there was nothing wrong with it and that I had too many devices connected to it, well to put it mildly I was raging as I thought these new boxes were meant to act as hotspots blah blah.. I had a sky engineer in my house for over an hour and he could see it dropping out and could see the poor speed I was getting. This tech guy was on the phone telling the engineer that he was using the wrong speed tester. They sent more engineers out days later to hard wire the boxes with ethernet cables and then another tech guy to the house after that amd the tech engineer said my 5ghz signal was conflicting with my neighbours as I was getting a better signal from theirs as I was from mine even when sitting next to the box. I've been a sky customer for 20+ years and sick of paying for overpriced garbage. If we ever get the chance to get something else in our area, then I will be getting rid of sky. 

[rb38]

Yea it's the same every time your speaking to them it's always this or that's wrong. I have not moved anything in house in five years, all electrical devices have stayed the same router not moved. Only difference in router is its horizontal!! And that's it. Lookin at virgin as they do this area now if this is not resolved. They even said upgrade to the all room WiFi for 5 and  you will get engineer out and you money back if speed drops. Its beyond a joke. 

[C+baker]

After I had my new router fittedi had open reach come out too. The open reach guy also came out and fitted a new phone socket into my wall and got rid of the micro filter. He said that the micro filters aren't thst great. Once he fitted the new open reach socket I now get 63 mbs download. So if anyone is experiencing broadband dropping in and out try contacting sky and telling them that.