Replacement Sky max hub

[hammerjeff]

Hi all,

i won't go into the very long story of why we are getting a replacement Sky max hub other than being a customer for 6 days speeds on gigabit 900 plan on wifi are 90.

4th phone call to sky initiated a replacement hub despite everything pointing to an Openreach problem even the agent agreed.

Fed up that I have to reconnect every device again checked Sky help pages and apparently the replacement hub will come with the same SSID and WiFi password so everything should connect within 20 minutes.

is this correct as it would save so much hassle.

many thanks

[Anonymous]

Replacement Max hubs will indeed transfer the original SSID and password over, unless the new router is hard reset.

I very much doubt that a replacement router will fix the speed issue you describe.

While a fault in the OR domain can't be ruled out I would first check setup and cables. Is the router connected directly to the ONT? Are there any switches or in home Ethernet wall plates being used? Have you tried a different Ethernet cable?
Ethernet cables which are only 'fast Ethernet' cannot exceed 100 Mbps due to the cable using two twisted pairs rather than four.

How are you testing? Have you tested using Ethernet or only WiFi?
If using a Max pod to boost WiFi coverage, device WiFi speeds will be less than 100 Mbps if the pod is connected on 2.4 ghz. 
Are any other devices in use on the network when you perform your tests?

[Chrisee]

@Anonymous for your information the Sky Max hub and the pods communicate using a dedicated third signal in the 5GHz band so your point about 2.4GHz doesn't apply as far as I am aware.

Have you received a replacement Max hub as I wasn't aware Sky cloned the SSID and password on replacement kit? By default the units have these details printed onto the units base which are generated as part of the unit's production and are all different. While it is relatively easy to edit those details in the My Sky app and theoretically Sky could change them before dispatch if they knew the current units values, however given the way Unipart , who manage Sky's logistics, operate it would be surprising if they did that before dispatch.

I agree with you thst @hammerjeff issue is unlikely to be cured by a hub change.😀

[Anonymous]

@Chrisee The Sky boosters 2 and 4 connect only on 5ghz, but the Max pods will connect on either 2.4 ghz or 5ghz. If the 5ghz signal is too weak or congested then the pod will connect on 2.4ghz. 

I reiterate again that replacement Max hubs transfer the ssid and password over unless hard reset. When a new hub 6 is plugged in it goes through a startup process involving software updates and pulling stored user information from the cloud, taking approximately 20 minutes to complete.

This can be confirmed by checking the details in MySky app. This can obviously be changed again there if required.

[Chrisee]

@Anonymous you believe what ever you want personally I tend to believe the information briefed by Sky so we will have to agree to disagree.

[Anonymous]

I don't believe this to be true, I know 100%. So if you have been briefed otherwise regarding the pods WiFi band selection then it is incorrect 😉

[TimmyBGood]

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@Anonymous wrote:

 The Sky boosters 2 and 4 connect only on 5ghz, 

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Possibly for backhaul: they certainly accept both 2.4Ghz and 5Ghz clients. 

5Ghz-only WiFi isn't generally found outside managed corporate environments where all authorised client devices are also 5Ghz: it would be extremely annoying for domestic users.

[Anonymous]

@TimmyBGood You are correct, I was referring to the backhaul when referring to boosters 2 and 4 connecting on 5ghz only. Obviously 3rd party clients will connect to the boosters on either 2.4 or 5.

If a client connects to a pod on 5ghz, the throughput is still limited if the backhaul to the hub 6 is 2.4ghz.

[hammerjeff]

@Anonymous @Chrisee 

Thanks for your opinions both I suppose I will only know tomorrow.

The 4 Sky agents have made us do everything,removing power from the hub for ten mins,turning ont of for 3 minutes and router too.Next,holding WPS router button for 1 minute.The final agent asked us to swap out the Ethernet cable from router to modem,made us check it was CAT5 or above,it was CAT5e.What made her believe it was a problem outside was after advisin us to turn off all devices including Sky Q, a laptop was then wired to the router and the speed was the same as the consistent wifi speed we have had since activation which is 90.

She said then a replacement router would be the final check,which was not the answer I wanted to be honest but she insisted saying if speeds were the same then the evidence would make Openreach come out.

We have to ring again if this happens,she wouldn't schedule a call back as she was off for a week,the 3rd agent to say that🙄.

To be honest I don't really want to change hub as it has been fine,no dropouts,coverage good,it's just the speed,would they know if I didn't but reported that I had,don't judge me😜

Many thanks.

[Anonymous]

Fingers crossed for you.

To be clear though, any Ethernet cables in use need to be cat 5e or above. Cat 5 is only capable of 100 Mbps.

[hammerjeff]

@Anonymous  thank you,it's continuously having to do the same thing when you speak to agents that wears you down,do the agents log what has occurred so the next agent knows exactly whats been going on?

[Anonymous]

@hammerjeff i understand how frustrating it is to go over the same thing over and over again.. All your interactions with the contact centre will be logged, but unfortunately the level of information provided in the notes will vary from one agent to another. 
If all other components such as cables, etc..are checked and ruled out, and a new hub doesn't resolve, then the chance of an Openreach issue looks more likely.