I need a new hub

[JPsce]

How do I order a new broadband hub?

Something this simple shouldn't be so difficult.

[GD1]

@JPsce  Sky won't give you a new hub without a reason, why do you need a new hub?

[Chrisee]

@JPsce unless your hub is over 8 years old Sky only switch hubs where one is faulty in which case you get the same model. However if you pay for either the Broadband Boost or Wifi Max bundles you get the type of router including in that package.

Sky also will supply the newer Broadband Hub SR203 where the service you buy requires one such as where you have a full fibre connection or a service where the voice line is switched to IP and the phone plugs into the router.

[JPsce]

I'm trying to sort this out for my sister with dementia. She used to have a sky box but wasn't using it as her cognitive skills had declined. When I got Lasting Power of Attorney for her finances I was shocked to find that Sky had upsold her a more expensive package. I cancelled this and because she still wanted a landline stayed with sky on the most basic of broadband contracts. I don't recall her ever receiving a router hub when this was done. We were told to dispose of the sky box ourselves.

I have been advised by my sisters dementia nurse that it's worth trying out a smart speaker for alarms and reminders, like taking her daily medication as she lives alone. We have applied foe an assessment from social services to try and get her a referrall to be able to move to a care home.

Just want a router to be able to use the Google nest I've got her.

It seems impossible to do the simplest of things with Sky.

[Kelsingra]

Hi @JPsce 


As you mentioned that your sister has dementia and you have Lasting Power of Attorney, I wanted to make sure that you know about our Accessibility Team who can give you extra support if needed.



Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/


Thank you for joining our Community Forum! 🙂

[GD1]

@JPsce  Google nest can connect to the 2.4ghz wifi range which all sky hubs support so shouldn't need a new hub for this.

[JPsce]

Don't have an old hub, that's the point.

She had a sky box that we were told to dispose of when I cancelled her contract.

[Chrisee]

@JPsce are you confusing a Sky TV box which can be the customers property with the router required to connect to broadband which Sky call  a "hub" which is normally Sky's property. If you have disposed of the router in error you need to call Sky to get it replaced but expect a charge this cant be done online. . 

[JPsce]

No.

My sister had a Sky Q box contract which she never used, so I cancelled.

She still wanted her landline and when I researched found that all landline contracts come with broadband. It was easier to stay with Sky so we did.

We never received a router(hub) when this happened and as we didn't need a router for internet connection(my sister doesn't have a computer or smart phone) we didn't ask for one when none was supplied. 

We also got rid of the Sky box at this point as it was no longer needed and we were told to.

I just want a router to be able to use the smart speaker I've got her. Of course I could buy a third party one but as we are paying for broadband and was never supplied with one I thought Sky would send me one.

However there seems to be no simple way to get one and some are saying Sky won't supply one.

[Chrisee]

@JPsce Whilst it is true you cannot buy a standalone Sky Talk package today you could in the past therefore your sister could well have just a Talk package. You need to check this with Sky.

[JPsce]

No she had a Q skybox package which I cancelled.

It was easier for me to stay with Sky (don't have the time to sit around waiting for broadband engineers to turn up and install stuff) and have a  landline talk and broadband package.

We were advised to get rid of the Q box but we were never supplied with a router(hub).

Hoped that I could just order her one online, silly me.