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.