Sky Max hub range issue

[ranb12]

Hello,

I ordered the Sky Max Hub package a week ago and the router to have extremely limited range. It barely leaves one (albeit large) room and many products using the internet like Sky Q are on the other side of the house.

The sensible solution is to request the Max pod boosters, which I've done. However, I've just been told that there is an investigation into the routers which has been escalated to another team and they are "monitoring" the situation.

First I wanted to put this out there in case anyone else is getting this response from Sky. I have no idea what it means. All I understood is that the router has a software problem that needs updating to improve the range & only then will the pods work.

Has anyone else had this rather odd and vague response? In the meantime, I already have 8 weeks of evidence that Sky are in breach of contract due to offering no internet service during this time despite me paying for it and this will just add to my legal complaint.

[Chrisee]

@ranb12 there have been an increase in  the number of reports of range issues with the white Sky Max hubs in the forum recently. Thst Sky are investigating the issue is encouraging  as it needs sorting.

I got my Sky hub soon after they were launched and I found its range to be much the same as the older black Broadbsnd Hub it replaced. However recent reports indicate a reduced range where people have upgraded from copper to connections to full fibre and got the new hub which is strange. Sky do not provide running commentary when they are checking out issues but I will ask if our contacts can get some info.

Unfortunately you will find you do not have a claim for anything other than a refund of the  payment for the WiFi Max package as the briadband contract is limited to the connection to the hub. If there isctotal loss of connection for more than 2 days then compensation is due see Customer Auto-Compensation | Sky Help | Sky.com

[ranb12]

@Chrisee I'm not sure encouraging is the right word given they've supplied faulty equipment and are trying to keep it hush. I suspect a lot of people are wondering why their routers have such poor range and I had to take half an hour out of my day to call up Sky and be left with a vague response. This is all after Sky sent some encrypted text message about investigating the "issue" without saying what it is. They could have at least explained it properly in the first place or put an announcement out.

Good thing I checked out what was going on, otherwise I'd be cancelling my order as I'm still in the cooling off period. I still could do so if they don't fix it in the 5 days they aim yo, We don't have any full fibre btw, we just ordered the new router based on the part fibre we already had. So it's definitely a router problem which the person I spoke to already confirmed. I can't even request a Sky engineer, because one is already booked with date and time "TBC". 

The legal complaint is about a separate issue where we had 6 weeks of no internet despite paying for it. That said, Sky have agreed a contract with me saying we will get a minimum of 25mb/s speed in every room, yet refuse to send out any extender pods that may achieve that. So the least I'll be getting is my money back at this rate. I've collected plenty of evidence usung photos, videos, text messages and recorded phone calls and would encourage others to do the same, as Sky are likely to deny anything ever happened.

We've been with Sky for over 15 years and sure, we've had our ups and downs. But this is a new level of pathetic, one I didn't think they could reach.

[Chrisee]

@ranb12 you are entitled to your opinion but there are hundred thousands of these units in use in the UK including the one I have and most seem to be working as designed. These units are built for Sky to a design developed by Comcast their US parent company whose own units have been in use in the US for over 2 years this is a tried and tested unit. 

However in the last couple of weeks there have been a rash of posts making comments that the range is less than the older hub 4 the customer had before. Given WiFi range is affected by the layout and type of construction of the customer's property it is often not clear if the issue is the router or the home they are in but where a straight replacement has happened it rules out a lot of that uncertainty. 

I have asked the question in the closed Superuser forum as to the status of the investigation.  It superficially looks like the issue could possibly be caused by a batch of hubs which is my theory or possibly some firmware glitch as these routers can use the 5GHz DFS channels which is a theory of one of my fellow superusers. If I get an answer from Sky I will post it here.

Not defending Sky but issues can arise with most any tech and no company is immune from glitches but I judge a company in how they manage those issues. 

[ranb12]

 Ok that's good to know. I understand this set of units are faulty because people have left reviews online stating how good the range has been with these models.

However, the most straightforward resolution would be to admit fault, withdraw the faulty routers and send out ones that are tried and tested to work. In my case, send some extenders too (we have a big floor space, so we'll need them anyway). I'm not sure what the waiting is about and they could possibly be monitoring when they already know they don't work. It can't be a case of trying to save money because everyday that goes by, I'm getting more of my money back! I'd rather just have the service though. Everyone's losing out right now & if even I can come up with a simple solution like that I wonder who on Earth is making these poor decisions.

I'm not taking any positives from this situation and Sky are handling this very poorly. I would say the range is much worse than the ER115 router I still somehow had in 2024. Given its in the same position and location as the current router, it's clear the router is at fault and needs to be changed.

The good news is I can claim my money back and cancel my contract to look for one elsewhere, because I'm still in the cooling off period. I'll probably do that. I've wasted too much time on this now.

[osteek]

I just received my white sky max hub a week ago for full fibre 50o connection and from day one the router is not stable, disconnections every 30 min on both wifi dual bands and on the wired connection simultaneously and it is a painful process to try to explain to the technical support that the router itself dropping off the connected devices and it is not drop from the service or the fiber cable. I was honestly considering buying the ASUS router based on your recommendation @Chrisee however now I am thinking about getting out of the contract before the cooling off period

[Arsenal1429]

Hi, I have ordered FF300 and was up sold Max having previously had Boost. Beginning to regret it with these posts. Live in a standard 3 bed 80's house. New hub awaiting despatch. Is it worth cancelling Max and sticking with the current router?

[ranb12]

 Based on what's been discussed here, I'd probably say it's not the right time to be looking at the Sky Max package.

Chances are you'll be sent the same faulty router that Sky are currently "investigating". I imagine six engineers sitting around the white router switching it off and on again, looking ponderously at it. You'd be better off going with a company that offer decent hardware, so your internet is at least usable.

An update on my situation: Sky said they would call me today to update me on their "investigation". I haven't received a call and the router has the same range. Terrible service.

[ranb12]

I have another update regarding my recent Sky Max Hub router. I called Sky today because I was expecting a call yesterday from them to update me on the "investigation" and I spoke to a friendly chap who agreed to send an extender pod, as everything else on the router is working as it should (except for the range being rather pathetic).

This evening, I got a call from someone else from Sky saying that although the extender pods are on their way, they won'twork.This is because there is an "onboarding" issue, the same issue they've been "investigating" for the last 2 weeks. I asked for a new router and they explained its a problem for a lot of routers. Hence the plethora of wifi issues being reported in this forum.

If there's anything to take away from this thread, its DO NOT ORDER THE SKY MAX HUB PACKAGE.

They will send you a faulty router and you'll end up with little to no WiFi coverage. Whatever current or past broadband you had, it will be better than this pile of junk. I told the second person who called that so what if it doesn't work? What's the harm in trying? They had no information for me as to what onboarding actually means and any details about the investigation, other than its ongoing. 

I've decided to give Sky another week to resolve the situation (for some reason) and if they don't, I will cancel my contract as I'm still in the cooling off period and I'll look into going with BT or another provider.

Absolute shambles by Sky, they've done nothing of what tlhey've promised and they should be ashamed of themselves. They only seem interested in taking people's money by selling them promises of "guaranteed Wifi coverage in every room of your home at 25mbps,or your money back". I think my money is disappearing down the drain.