My experience with the new Sky Broadband Hub

[Brian+slade]

Still have problems. It is supposed to work in every room but the signal is bad. Trying to do a conference call in my office upstairs but had to go downstairs and virtually sit on my new hub to make it through the meeting. Not impressed. I don't think I should be paying more because Sky can't cope with internet demand. Shameful 

[Damo100]

My router has been glitchy for months now and I need sky to replace it, I can't contact them any advice?

[TechmanagerMal]

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@Damo100 wrote:

My router has been glitchy for months now and I need sky to replace it, I can't contact them any advice?

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• I would define glitchy and get help on here or call Sky they are taking calls.

[roseyp]

Hi all, 

I have just been upgraded from the er110 hub to the sr204.  Awful upgrade. On connection my speed dropped dramatically. I'm guaranteed 49Mbs as a minimum.  With new hub I'm down to 42Mbs.  Had a long conversation with sky that the only thing that has changed is the hub !!!  The positioning, etc nothing else has changed.  Plugged the old er110 in and speed back to 49Mbs ( my minimum) immediately.  Eventually sky said they will send out a new sr204 as it must be faulty.  I don't use wifi as I have a Tenda mesh network for that.  This is purely the incoming signal.  The hub is awful so far and not an upgrade. 
Sky customer services have been ok but I have mentioned my broadband guarentee twice and my speed has been below minimum for more than 3 days.  They can refund me !!!

roseyp

[Ian27]

Well I reverted to the Sr115 I think it is and the Wi fI is better but not great.

my download speed to my router was 67mb for months but then dropped to 64mb.

a few months ago it dropped to 59mb and earlier this month I had a sky engineer out who said everything is fine and that is my line speed.

tried telling him it used to be 67mb but nothing was said.

My broadband was due for renewal and I had the Sky offer of £25 for 18 months with anytime calls, on my bill it's £27.

since renewing my speed to the hub is 53mb so I have lost 14mb over the last few months but there is nothing wrong, apparently. Even though doing a line test through the sky app gives a warning.

I was going to try the SR203 again but the engineer said he wouldn't bother at the moment as they still haven't sorted out the issues. He said he was running a new beta version of the software to test but said it's still rubbish.

He says they get Lots of complaints about the 203. Don't know if the 204 is any better.

[SandraWilson]

Wow, that's identical to what happened to me.

Used to have consistent 70Mbps+ downstream and it was lowered to 50-60Mbps, sky broadband checker always tells me there's an issue on my line.

3 engineers could do nothing to fix it and just gave me the run around every time.

They must be capping speeds on the sly.

[Damo100]

My sky broadband keeps dropping and has done so for months.

The line us fine and I've changed cables and filter but it's not helped.

I really believe the problem lies with the router.

What is the phone number I need to contact sky?

Damian. 

[DavidSwan]

+1

Exactly the same thing here.... even got the 'your connection could be performing better' message too.

The line sync speed has gone from 79999 to 74000. Only change? The router.

Any chance of this being investigated? 

Clearly this isn't an isolated incident. There are bound to be more with the same problem. It's not a big enough issue to cause complaints for those who don't understand, but now I'm working from home, every bit counts.

Happy to help with any testing. Alternatively, could someone please connect me with an online chat with Sky so I can request the older router?

DS

[Ian27]

Mine is still the same and as mentioned above I think Sky is throttling back the speed.

How can it be 67mb for months then gradually drop to what is currently 55mb.

They now have my minimum speed set to 54mb so they are saying that they cannot do anything unless it drops to under 54mb.

convienient that isn't it.

The router is rubbish. I have to keep turning my phone wi fi off then on to get a connection.

They should make it much easier to use a better router or give customers a router that is fit for purpose.

It must be costing them a fortune with replacements, engineer visits, etc.

[kevinsdkk]

having ready what you have all said about this new router, i was offered one the other day and said having read all the reveiws on sky community, thanks but no thanks, i will stick to the router i have.

so thank you all

[Kathryn69]

I have received a new hub and installed it all devices now connect except my sky Q box. I have gone thru all recommendations on the forum to no avail. I have no additional ki t, mini boxes, or boosters. I am struggling to get any assistance from sky. My £150 per month is looking poor value.

[Ian27]

£150 per month, that has to be a mistake !!!

[Nick-2000]

I have noted that several people have voiced issues regarding using their old phones with the Sky SR203 hub.  As per the Sky instructions a users old phone may be plugged into the phone connection at the rear of the unit, as can an extension lead and indeed a splitter.  However is not your home phone wiring just an extension lead wired into the house?

When our system was installed the open rear engineer disconnected the copper cable coming into the house master phone socket leaving the secondary socket wiring in situ, I then took a RJ11 to RJ11 (BT phone to BT phone lead - male to male), plugged it into the phone socket on the rear of the sr203 and the master BT phone socket and hey presto all my phones in the house now work as before.

[Kentman19]

I've been having issues with the Sky Hub for ages now with the internet randomly dropping out during the day when I'm working. The most annoying thing is after a power cut it takes almost a day to connect all my devices again. It doesn't seem to be able to cope with a modern smart home set up. 

[Peter+o+brian]

I just received sky super fast I want to connect my landline phone what port do I use to my hub from my router please