Router isn’t great

[JemmaBD]

I'm a new customer and we're struggling with our new router. Your app line test suggests speed is good (498mg) but that isn't translating to our internet experience. Our internet is slow.  When I telephone customer service and do a line test it suggests there is an issue but I'm unable to log a fault via the app. I also can't connect my WiFi printer to this router.  Can we get a better router? Considering cancelling the service.

[TimmyBGood]

@JemmaBD 

For Ultrafast+ you'll either have a black Sky Broadband Hub or a white Max Hub: which one is it?

[JemmaBD]

It's the white one

[TimmyBGood]

@JemmaBD 

The white Max Hub is the latest model that Sky has.

To connect a printer you may need to reduce the WiFi security from the default WPA3 to WPA2, and/or temporarily switch off the 5Ghz broadcast: both these are done through the My Sky app.

[JemmaBD]

Thank you for your help. I changed those app settings over the phone with a sky technician but still no luck. Their newest router isn't very good. I just want to know if I can change router?

[TimmyBGood]

@JemmaBD 

I believe Sky is reluctant to migrate Max users back to the 2019 Broadband Hub model because Max will be the default platform going forwards.

[JemmaBD]

That's a shame because there are definitely glitches on the new router model. Thanks for your help 🙂