On going landline issue

[Matt862]

I joined Sky in September and since then my landline has never worked. I have spent hours on the phone with different advisers and been told multiple different stories about why it's not working. I believe the fault is down to the sky max wifi 6 hub not being able to "on board". I'm pulling my hair out with this so I asked if I could cancel my sky max subscription and be sent out the older 4.2 hub I was told yes that can be done. I was then transferred to the cancellations department, the first member of staff I spoke to was unsure he could send me out the hub, I was transferred to someone else who said they could, I was then transferred Again to another employer who said they were unsure what to do and put me in hold. After 56 mins on the phone I was then hung up on and never called back. I wouldn't be so frustrated but I've called sky multiple times and had many long conversations and fault finding sessions over this issue and don't feel like I'm anywhere near a solutions. I don't know what to do any help? 

[TimmyBGood]

---

@Matt862 wrote:

 I asked if I could cancel my sky max subscription and be sent out the older 4.2 hub I was told yes that can be done.

---

I don't believe that's correct.  While the WiFi Max subscription supplement can be cancelled, I'm not aware there's a mechanism for replacement of a Max Hub with an earlier model (which would presumably be why the advisors were struggling)

[Matt862]

I can't understand why I can't return it and be sent the older model. It is still available and being sent out to customers who don't sign up to the sky max service so why can't I have the older 4.2 hub that doesn't have landline issues.