How often does the Sky Hub fail?

[Rob9992]

Having had Sky TV & Broadband for the past 12 months we woke up last Saturday to find an amber light on the Sky Hub and the LAN light on the ONT was off. Obviously this has effected everything ( we have Sky Stream). OpenReach engineer visited today to confirm their network inc cabling was working fine, therefore must be the router at fault. Contacted Sky who advised will send new router, but didn't give a timescale. How often do these pieces of kit fail? 

[TimmyBGood]

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@Rob9992 wrote:

How often do these pieces of kit fail? 

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Only Sky will have visibility of that data, and they are extremely unlikely to make it public.

Anything plugged into a mains circuit is potentially liable to electrical damage or just component failure.

[Rob9992]

Cheers. Makes sense.

So new router arrived today. Plugged in and all lights on ONT and router lit up as they should be. Turned puck on and chose new WiFi name from list, entered new password. Broadband and TV services came back on... great! However, after a few minutes, boom, no connection! Checked and all lights still on router and ONT as they should be but won't accept new wifi password anymore.

So, turned off router and turned back on after 30 secs. Now went to choose router from list but get this, my new wifi name had disappeared and the OLD router ( which is currently packed up to be returned) wifi name is in the list!???? How can this be? Entered old password and boom all working!? How can a new router (supplied with new credentials card) be recognised as the old router and the old credentials work. I didn't think that was possible.

Any ideas?

[Chrisee · Accepted solution]

@Rob9992 ehen`sky repkace the white hubs they copy across the same log in details so customers dont have to reconnect devices.

[Rob9992]

Thanks Chrisee,

In that case I'll need to grab the credentials card back out of the box with the old router in lol.

[TimmyBGood]

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@Rob9992 wrote:

How can a new router (supplied with new credentials card) be recognised as the old router and the old credentials work. I didn't think that was possible.

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As @Chrisee indicates, automatic online backup and restoration of user settings is a feature of the Max Hub: previous models didn't do it.

[Rob9992]

Thanks again Timmy. Old router has now been sent back to Sky. Let's hope the new one lasts a bit longer.