Need to speak to someone from Sky about hacked router

[Adore1]

Hi,

I really need to speak to someone from Sky about a possible hacked router. The culprits? my upstairs neighbours. I've suspected they've done this alongside other things that I've already made 2 police reports about. Reporting the possible hacking issue with proof is extremely difficult as it seems they know what they're doing and covering tracks as much as possible.

But yesterday I left my flat at around 10:30 and didn't return back until close to 3pm. There's logs on my router that say someone logged out from 1:51 to 1:59pm. 3 logs that someone signed out. I wasn't home and I live alone. Also, those logs are on the very top and what happens is if you log in and wipe the logs clean, the next time you sign in, the logs of actually signing out will be there. So it seems like someone logged in to my router and wiped logs. Then I come home, log into router and the signed out logs are at the very top WITHOUT ANY logs of someone signing IN. All of this activity took place at a time where I'm not home.

I've been and going throgh so much grief with these people and this here is just 1 of the many things they're doing. Can I please talk to someone from Sky that can look at my router logs to see if they have any record of logins to my router that are connected to 'signing out' when I'm not even home? Can someone from Sky have a look at my entire router and look for signs of hacking? 

Is it possible at all that I can get sent a new router that has WPA3 instead of WPA2? Apparently it's easy to hack if someone knows what they're doing. I've taken measures myself to change router settings to make things more secure and even turned off wifi entirely and have my laptop connected to an ethernet cable instead. and installed Linux on said laptop. I've put a strong 16 (max limit) character password to log in to the router interface over and over again but it seems like they're finding ways to get in. If they can get in through my router, they can get into my devices.

Can someone from Sky please help me with this issue and investigate these router logins when I'm not home? 

Thank you.

[Daniel0210]

@Adore1 

Have you called Sky with your concerns? We are fellow customers on here. 

[Adore1]

Last year when I had connection problems I made a post here then someone from Sky private messaged me about it and fixed the problem. Figured the same could happen again. Hopefully.

[Daniel0210]

@Adore1 

If you believe a device you dont own is connected by WiFi simple change the password. This usually happens if someone gives a neighbour their log in details. Hacking is extremely rare on a domestic connection. 

[jamesn123]

@Adore1 

Please post the logs from the router that you are concerned about. I highly doubt anyone is hacking into your router, especially if WiFi is disabled.

Its likely your seeing the log of Sky's automatic hub health check sending data to Sky's servers. 

[Adore1]

 

[TimmyBGood]

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@Adore1 wrote:

Is it possible at all that I can get sent a new router that has WPA3 instead of WPA2? 

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The 2023 Max Hub is WiFi 6 with WPA3.  Typically you'd need to add the WiFi Max subscription supplement to the broadband account in order to swap over to that model.

[jamesn123]

@Adore1 

What device is the IP it gives you? Check your devices to see which it is

[Adore1]

can my post please be deleted entirely? doesn't seem like I have the option to delete it. Thanks. 

[Chrisee]

@Adore1 couple of points if you suspect your hub is being accessed while you are aware change the wifi and the hub admin access passwords see https://www.sky.com/help/articles/find-and-change-your-wireless-password a strong password is the best protection but change both fields. Although it is possible to hack WPA2 it is actually extremly dufgicult so unless your neighbour has exceptional skills or access to organised crime or similsr it is highly unlijely. Given all of your devices would need to support WPA3 to take advantage of the increased security that standard offers.  

[Highlinder]

@Adore1  Sorry, but your post will not be deleted unless the Community Managers deem that to happen.