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Discussion topic: New router required

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This message was authored by: James4481

Message posted on ‎18 Jul 2026 10:09 AM

New router required

An Openreach engineer visited on Wednesday , replaced the ONT (the white Openreach box), and confirmed the fibre line is healthy. He advised that if the connection dropped again, the next step would be for Sky to replace the router. The connection has still intermittently drops, so I’d like you to arrange the replacement hub.. we have missed most of the World Cup and disappointed that we're gonna miss the England game tonight and possibly the World Cup final tomorrow. I therefore hope we have a speedy response

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Avatar for GD1
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This message was authored by: GD1

Message posted on ‎18 Jul 2026 10:12 AM

Re: New router required

Posted by a Superuser, not a Sky employee. Find out more
@James4481 wrote:

An Openreach engineer visited on Wednesday , replaced the ONT (the white Openreach box), and confirmed the fibre line is healthy. He advised that if the connection dropped again, the next step would be for Sky to replace the router. The connection has still intermittently drops, so I’d like you to arrange the replacement hub.. we have missed most of the World Cup and disappointed that we're gonna miss the England game tonight and possibly the World Cup final tomorrow. I therefore hope we have a speedy response

You will need to call Sky as you won't get a new hub by posting here, no one at Sky can know who you are from your community login.

Like you I'm a customer here, Sky Employees are clearly identified as such.
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This message was authored by: caesarome

Message posted on ‎18 Jul 2026 10:13 AM

Re: New router required

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@James4481 

As you haven't noticed you are talking to other customers on here and not Sky you will have to call Sky and explain to them what the engineer said to you.

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This message was authored by: Daniel0210

Message posted on ‎18 Jul 2026 10:14 AM

Re: New router required

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@James4481 
You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

 

You will need to contact Sky to discuss a replacement hub. The footie is on ITV and BBC so should be available through Freeview on a lot of Smart TVs. 


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This message was authored by: TimmyBGood

Message posted on ‎18 Jul 2026 10:33 AM

Re: New router required

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@James4481 wrote:

we have missed most of the World Cup and disappointed that we're gonna miss the England game tonight and possibly the World Cup final tomorrow. I therefore hope we have a speedy response

Even the speediest response isn't going to get a Hub to you before next week.  

 

I'd also caution that when an Openreach person suggests replacing the ISP router, it typically means they have no idea where the fault actually is.

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