Router settings

[AkitaX]

I have tried changing my router/hub wifi settings, and it states that these settings are managed automatically and to make changes I need to download the MySky app. I do not have a compatible device to install this app. 
I would like to have manual control over my Router wifi settings, and being forced to install an app to do so is totally unacceptable.
I haven't been a Sky customer for more than 24hours and I am already extremely disappointed. 

[TimmyBGood]

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@AkitaX wrote:

I would like to have manual control over my Router wifi settings, and being forced to install an app to do so is totally unacceptable.

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The ISP industry is moving to in-app router management because direct web browser access to settings is becoming difficult as the browsers increasingly complain and warn about self-signed SSL certificates: eventually there won't be an option to override these warnings and proceed to the settings themselves.

The vast majority of users will have a device capable of hosting apps, so unfortunately ISPs aren't likely to choose to make exceptions which would mean they have to maintain a full browser interface plus the app.

Sky started doing in-app management with the release of the Max Hub last year (2023) : you could try to get them to send you a Sky Broadband Hub instead.

Note that if you choose to cancel Sky and move to, for example, EE (now the consumer brand for BT broadband) their new default hub also has app-based administration..

[AkitaX]

Thanks for the reply Timmy. At the moment I am absolutely livid, and I think Sky should make potential customers well aware of this before they commit to subscription.
I now have a new router installation and internet subscription that I am paying for but can not use, and to add to that I am now being told that I'm forced to purchase a new device and install an app. 
I believe at the very least Sky should provide a desktop solution to router management. The managment of an app to handle issues with self-signed SSL certificates should be no different to a desktop so I don't understand how this is not in their capacity to do.

[TimmyBGood]

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@AkitaX wrote:

I believe at the very least Sky should provide a desktop solution to router management. The managment of an app to handle issues with self-signed SSL certificates should be no different to a desktop so I don't understand how this is not in their capacity to do.

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That would imply a significant investment in the creation,  maintenance and telephone support of an app for both Windows and OSX (in addition to the existing ones for Android and iOS) to cater for a very small percentage of customers: naturally the ISPs are reluctant to go down that route as they seek to cut their own costs and maintain service on a sliver of profit for any particular subscription.

[TimmyBGood]

@AkitaX 

More cynically, I suspect consumers have now largely been trained to expect mobile app access to subscription services, and administering broadband, local WiFi and associated features that way just seems 'more modern', plus it gives the suppliers scope to market additional in-app add-ons in the future.

[AkitaX]

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That would imply a significant investment to maintain service [sic] on a sliver of profit for any particular subscription.

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I wouldn't describe the investment as "significant". Sky already has a desktop functionality albeit without the ability for the user to self-maintain router settings. The cost involved in adding this ability would not be that significant at all, heck there is probably an AI program that would write the coding to do this. A company such as Sky with reportedly 50% profit margins could do this easily and not even drop 1% of profits. 
As making changes to your router settings is absolutely crucial for maintaining router security, Sky should make this function available to all users even without the app. 
If they refuse to do so, they should make it absolutely crystal clear before a consumer purchase, that having the app is an essential component for subscription and not just a convenient add-on at the consumers discretion.

[TimmyBGood]

@AkitaX 

There's never been a desktop version of the My Sky app: that gets complained about in the context of the Sky VIP rewards scheme too, which has been around for years without any resolution.

I'd agree there should be a warning, but ISPs probably feel there aren't enough users without a mobile device to warrant this, and I suspect Ofcom has never even considered the topic.

[AkitaX]

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@TimmyBGood wrote:

More cynically, I suspect consumers have now largely been trained to expect mobile app access to subscription services, and administering broadband, local WiFi and associated features that way just seems 'more modern', plus it gives the suppliers scope to market additional in-app add-ons in the future.

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I had to lol at this post, but I needed the laugh so thank you. I agree that "consumers have now largely been trained " although the word trained is quite soft, maybe programmed or brainwashed would also fit. 😉

[AkitaX]

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@TimmyBGood wrote:

I suspect Ofcom has never even considered the topic.

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Are you suggesting we consumers should get the ball moving with strongly worded messages to Ofcom on this topic?

[TimmyBGood]

@AkitaX 

I'd think it's something they might be interested in, given it's definitely an industry trend.

I've raised the question with Sky elsewhere about warnings in the sales path for the Max service.

[AkitaX]

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@TimmyBGood wrote:

@AkitaX 

I'd think it's something they might be interested in, given it's definitely an industry trend.

I've raised the question with Sky elsewhere about warnings in the sales path for the Max service

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Well in that case,  since I am apoplexed with this situation, although it might take a while, I will indeed forward my complaints to Ofcom. And I suggest anyone else reading this thread that is also unhappy with this issue, to also do the same.
I have escalated my complaint with Sky customer service, and typically they are slow to respond, but I will escalate this even further because as it currently stands, it's wholly unacceptable.

[TimmyBGood]

@AkitaX 

I'd just advise that any 'complaint' addressed to Ofcom is likely to be bounced back to the ISP / ADR pathway because Ofcom typically doesn't want to get involved in individual user issues.  Drawing the situation to their attention as something the whole ISP industry is heading towards might be more productive.

[AkitaX]

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@TimmyBGood wrote:

@AkitaX 

I'd just advise that any 'complaint' addressed to Ofcom is likely to be bounced back to the ISP / ADR pathway, because Ofcom typically doesn't want to get involved in individual user issues.  Drawing the situation to their attention as something the whole ISP industry is heading towards might be more productive.

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Understood Timmy, however I now feel it's a duty to proceed with such action. As mentioned already, it's just not acceptable.
Here is the procedure quoted from Ofcom website. 

1. Contact your provider's customer services team and explain your problem.
2. If this doesn't resolve it, make a formal complaint to the company. You should find details of how to do this on the back of your bill, on their website or ask their customer services.
3. If your provider is unable to resolve your complaint, ask for a deadlock letter. This will allow you to take your complaint to an Alternative Dispute Resolution (ADR) scheme.

I will also follow this up directly with Ofcom.

[Dozer302]

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