New Sky Max Routers Are Faulty and Sky know

[SlapHead]

I 'upgraded' my hub 4.2 to the new Max hub as I have (rotten) Gigafast and hoped to get better speeds.

Had it in less than 1 day and have organised the return. Awful product with Internet dropping out after router been on for a minute.

During the 48 minute phone call to cancel the 'upgrade', the Sky person said they are receiving a high number of complaints regarding this new Wifi Max hub and Sky are aware the units have a fault.

So why send them out?

[MrRichAllen1976]

Because people were complaining about waiting for them to send Routers that DO work? So to allegedly satisfy demand, they sent out Routers that DON'T?

[peter-marlow+1966]

Sorry to hear that, i  have had sky wifi  max and gigafast broadband  since January last year and I  had no problems here it, i  have a  busy household to  two 55inch sky glass tvs 1 gen 1, 1 gen 2 a puck, sky live camera, Xbox, ps5, freesat box,  2 laptops, tablet,  43inch lg smart tv, 3 mobile phones,3 alexas and smart meter video doorbell

[TimmyBGood]

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@SlapHead wrote:

During the 48 minute phone call to cancel the 'upgrade', the Sky person said they are receiving a high number of complaints regarding this new Wifi Max hub and Sky are aware the units have a fault.

So why send them out?

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Presumably because they function correctly in the vast majority of installations, and, realistically, because Sky has many shipping containers loads in its warehouses.  They undoubtedly underperform in a percentage of households, but Sky Broadband has millions of customers and so even a few percent is a lot of unhappy people.

Incidentally the Max Hub isn't 'new': it was released in July 2023.

[Martin+Keyworth]

Same. Had a stable superstar broadband and fibre using hub 4.2. Ungraded to gigafast and the same router and what a nightmare. Drops at least 3 times a day. Knocks my hive out that I have to manually reset. Knocks my ring alarm and cctv ou which needs manually resolving. My smart sockets outside go offline so it's a massive disruption. They sent out a new 4.2 preconfigured. It wasn't so I tried to set it up manually. Nothing would connect even with the same SSID / password and settings. It's being sent back. I've complained and all I get it run diagnostics. No - look at your end to see how many times I'm actually experiencing issues. They have given me a refund because they have failed to provide the necessary speeds too but I don't want refunds I want the issue sorted. I've now asked for a hub 6 or 7 and they've declined that so I'm invoking termination and will go back to bog standard fibre. 

[Martin+Keyworth]

Great but running on what router? 

[JimM1]

@Martin+Keyworth Where you copper fttc before the switch to Gigafast and full fibre? Had the SR203 on a FF500 connection with zero issues for 6 weeks before i packed it back in its box!

[TimmyBGood]

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@Martin+Keyworth wrote:

 I'm invoking termination and will go back to bog standard fibre. 

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Typically it's not possible to revert to a copper circuit once full fibre is in place.

[Martin+Keyworth]

I haven't asked for that. I've asked to go back to normal fibre - that was working fine. Its the gigafast and hub 4.2 that's the issue IMO. 

[JimM1]

@Martin+Keyworth There are two forms off fibre, partial and full, copper is the partial delivered over the fttc product, Full is over the Fibre optic link direct Fibre cable all the way.

Once Full Fibre, it is going to be highly unlikely that partial will ever be restored, if that is what you had, it's not sure what/which you had from your post!

[Martin+Keyworth]

Fibre isn't the issue - gigafast is 

[TimmyBGood]

@Martin+Keyworth 

'Gigafast' is Sky branding for a wholesale 900/100 service over Openreach FTTP.

It's no different to the same speed band from any other Openreach ISP.

[Martin+Keyworth]

Thanks and I know what gigafast is but there is incompatibility being reported by others and myself with the sky hub 4.2 - it's the hub that's the issue which is what I'm trying to say and have said to sky. They are refusing to change the hub to the hub 6 or 7 which seem more stable for the fibre option and on that basis I can stay on gigafast. 

I went from FTTC to FTTP initially 300 now the higher speed. The lower speed always stable with the job 4.2. The higher speed isn't. 

[JimM1]

@Martin+Keyworth So you still have your SR204 G.Fast sky hub attached but now to a Full Fibre connection? SR203 on a FF500 which is rated as a OR 550Mb/s delivered, never missed a beat in the slightest.

Did make a few inital adjustment's, even got a Refurbed sky hub back in Mar25 from them on Return from EE so it could have been on for years, i know my old one was, 2019 it went on and Mar2024 it came off, so was powered for the whole 5 years or so!

Not even sure why you would want to go sky Max, wifi 6 takes some work to get it going correctly, Max is not the way to go!

[TimmyBGood]

@Martin+Keyworth 

Certainly true that Sky wasn't offering Gigafast back when the SR203 was released in 2019.  Initially they were swapping existing customers upgrading to 500Mbs and Gigafast onto the Max Hub by default but that changed at some point to only being those adding the WiFi Max subscription supplement.