Sky Broadband An update on your broadband hub ... BUT didn't work

[greenbike]

Got the email about "while your hub continues to keep you connected to the internet, it no longer receives service and security updates."...

So I went to the link in the email provided. Signed in to my Sky account. But then I got:

"We're sorry, there's currently a technical issue and you can't order a new Sky Broadband Hub right now. This may be because you already have a compliant hub."

Except. My hub is quite old and they sent me the email which prompted all of this.

FYI I think I am on ADSL (anyway I am definitely not on fibre) to house which gives me both Sky broadband and my Sky landline. Can any of the new hubs deal with that? Or could that be the problem?

FYI we are elderly and need separate landline, not VOIP.

Can anyone please suggest a way forward to sort this out?

Many thanks

[caesarome]

@greenbike 

For the technical error see if linking your account helps as per this:

https://www.sky.com/help/articles/sky-id-cant-access-all-my-services

If it says it is already linked then you will have to call Sky about this:

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

[TimmyBGood]

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@greenbike wrote:

FYI we are elderly and need separate landline, not VOIP.

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All telephony needs to be VoIP before the scheduled switch-off date of the national analogue service, which is now January 2027.  Swapping out older router hardware currently facilities but does not enforce this.

[Chrisee]

@greenbike Sky know what service you are on but while its possible you are on ADSL its actually pretty unlikely these days as over 98% of addresses are either on the faster VDSL or full fibre both of which the replacement hubs support.

Switching routers wont change the phone service but at some point in the next 2 years there will be a change as Openreach are turning off the old analogue voice service in 2027. Unless you have an alarm or medical equipment connected to the line this is nothing to worry about as the change is simply where your phone plugs into. Instead of the wall phone socket it plugs into the back of the hub. Calls etc are exactky the same. If you do have an alarm etc then the switch over will be delayed until the equipment is either updated or until they can supply a unit to power the hub during power cuts. 

[greenbike]

Many thanks for your reply.

On the webpage below my name it only display my ID.

But I then installed the app on my phone and that displays both my ID and my account number.

I went through the link for a replacement hub but it failed again and offered me a form (pre filled with my name).

I hope they can sort it out.

Many thanks and best wishes

[greenbike]

Many thanks for your answer. 

I think I have fibre to cabinet (around the corner) then copper? twisted pair to house. Perhaps that's VDSL? I certainly don't have fibre.

And thanks for the useful information about the phone line and battery. How would I go about ordering a battery?

Best wishes and thanks again.

[TimmyBGood]

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@greenbike wrote:

And thanks for the useful information about the phone line and battery. How would I go about ordering a battery?

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Uninterruptible Power Supply (UPS) units are standard items of business computer hardware and widely available online.  For an ISP to supply one they need to be convinced that the subscriber is both vulnerable and cannot access cellular phone service.

Ofcom says:

Making phone calls in a power cut

Unlike some traditional corded analogue phones, a digital phone will only work in a power cut if it has a battery back-up.

If you are dependent on your landline phone – for example, if you don’t have a mobile phone or don’t have mobile signal at your home – your provider must offer you a solution to make sure you can contact the emergency services when a power cut occurs. For example, a mobile phone (if you have signal), or a battery back-up unit for your landline phone.

This solution should be provided free of charge to people who are dependent on their landline. If you are not eligible for a free resilience solution, you may be able to purchase one from your provider or another retailer – talk to your provider about options.

https://www.ofcom.org.uk/phones-and-broadband/landline-phones/future-of-landline-calls/