Ordered a new q hub and heard nothing and recieved no confirmation

[bsa500]

Hi,

 I had sky q box upgrade and the engineer said I should have had the hub upgrade as well. After spending an age being bounced around the virtual assitant(waste of time) and then the phones, I managed to order one. Well it's been nearly two weeks and nothing no confirmation no emails. I don't want to spend another hour+ trying the phones is there a direct number or email I can try please

[TimmyBGood]

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@bsa500 wrote:

 I had sky q box upgrade and the engineer said I should have had the hub upgrade as well. 

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The Q Hub is no longer an 'upgrade': it will be obsolete by the end of 2025 as it can't support non-PSTN voice calling, and consequently we believe Sky doesn't supply them any more.

Which model do you currently have?

 

[bsa500]

The first box in the pictures. The engineer said that's old. The lady on  the phone said they would send me the q router

[TimmyBGood]

@bsa500 

The Sky Hub is from 2013, so certainly older than the Q Hub (2016 onwards) and also doesn't support broadband voice calling.

As I mentioned, you may have been caught in a supply chain glitch because Q Hubs are effectively on their way out too.  I suspect any such 'upgrade' should now be to a Sky Broadband Hub, but in the past that's been chargeable at a monthly rate where the Q Hub was 'free'.

[bsa500]

Well whatever is supposed to happen nobody is telling me anything. I am seriously thinking of dropping the broadband as its always dropping out,buffering and getting help is a trial. The speed test claims 70 but disney+ is still buffering.

[Chrisee]

@bsa500 you nedd to talk to Sky so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[bsa500]

Thank you

[TimmyBGood]

@bsa500 

And I'd suggest resisting any encouragement to sign up to 'Broadband Boost' or 'WiFi Max' at an additional monthly cost in order to receive a 'better' Hub (unless you decide you really want the additional benefits) : that shouldn't be a requirement for Q television use.

[bsa500]

No I won't in my opinion I spend enough already thank you. I only have the as it was offered as a free upgrade

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.