Sky hub crashes when downloading large files

[Chrisee]

@Cooners downloads failing is extremly unlikely to be an issue with the Black SR203 which switching tomthe white Sky Max hub will msgically cure.  The SR203 does have a limitation on the WiFi speed it can offer as it only supports wifi5 which is limited to around 600Mb/s whereas the white Sky Max hub can deliver higher wifi speeds up to 900Mb/s but thst does not affect speeds over ethernet which will be thecsame.

Sky have started sending out the white hub to new Ultrafast customers but as far as I am aware the onky way for customers who did not receive one when they ordered Ultrafast to get one is to buy tge WiFi Max add-on. Given the number of customers complaining about the performance of the new hub on the forum perhaps they are not the answer you seek.?

There are many issues that can cause downloads to fail starting at the server itself and ending at the storeage on the device. While it can be the router it is not any more likely unless there are multiple users on your connection simultaenously. If thst applies then it is worth considering buying your own router as all Sky routers are built to a cost so lack facilities like QOS and more powerful processors.

[Cooners]

No it is definitely the router. This is a wired connection and the router completely reboots.

It only happens when downloading at full speed over the wired connection and it doesn't matter which wired device is doing the downloading either.

If any of them start downloading at high speed for more than a couple of minutes it totally crashes and reboots, then takes what feels like an ice age to start up again.

[John_92 · Accepted solution]

I can confirm that I tried 3 of the black routers, all had the same issue. Luckily enough I managed to phone up and get through to someone who would humor me and let me test the newer max hub, they did this by signing me up to max for 1 month then cancelling it after I received the router. I then phoned back after proving my theory it was the router and argued if it's a defect with their hardware it should be upgraded for free (without the features you get from max) and they agreed. 

It is the hardware that's the issue, it only happens on very niche cases that 99% of users will never hit which is why I assuming they never acted up what I reported, even though the customer service people said they would report it internally.

[Cooners]

I have just phoned up and asked for the same thing as it seems like the solution. 

To me it appears the Black Hub can't handle large downloads such as games without crashing. Anything that gets close to full speed for more than a few seconds and it reboots. 

Unfortunatly the lady I spoke to was less than helpful and I felt like I was being told off!!!

First off she immediately admitted that the black hub isn't up to the job....litterly right away all I said was I'm on 900mbps, have the black hub and it keeps crashing.

I told her what you did to get around the issue and she said it wasn't possible and that she's trained and it's not an option as it's not on her system and tried to sell me on the extra features.

I don't really want them as I'm going to turn the WiFi part off and get Unify AP's anyway. I told her I don't want them and to just turn them off to which she said that wasn't possible even though you clearly did it so it is. Again I told her that and I got a load of mmmm's and aaaa's phone the phone before she proceded to tell me she's trained and the people on here aren't.

She then has a go at me for not sneding the old hub back!!!! (I only swapped it two days ago, give me a chance!!!)

I asked for a manager and she said it would take three days and again she felt she needed to tell me she's trained and her manager isn't! I wouldn't like to be her if her manager hears that one!!!

It didn't matter what I said or did she was hell bent on not budging and making me wait 3 days for a call back becasue of a "glitch"

Did you speak to somebody in this country or in a call center as the ones over here (normally Scotish) tend to be a lot more helpful generally. I might ring again and just play dumb with there stupid phone system, that normally gets me someone in the UK to talk too.

[Cooners]

Ok problem solved (well as long as this router works...). I spoke to someone else at sky after refusing to engage with there phone systems until it gave me the idea of talking to retentions as at this point I think it deffinatly came under "not fit for purpose".

I spoke to the lady, she's switched me to a new broandband package as apperanlty they changed it from Gigafast to Full Fibre whilst I was waiting for mine to be setup and it's £20 a month cheaper for exactly the same thing, she then added on the max package so I'm getting the new router, the max benifits AND saving £15 a month.

Now WHY couldn't the first person just do that. It would have saved so much hassle!!!

[John_92]

Sounds about right haha, I had to phone a few times. The lad I got through to was from Scotland. I think its hit and miss with staff willing to do anything outside their script. Best bet is to keep trying to get a hold of the manager. Good luck!

[John_92]

Sorry replied too late to the other post you made. Grats on the free upgrade, it's funny how it only takes one person who knows what they are doing to do something the first person thought was impossible