Sky hub

[Watchmaster]

Had a letter stating that my sky hub will no longer be receiving service or security updates and to go on the portal. No info about upgrading the hub or how to contact them about this. Did ring them up but got an assistant who kept telling me I am out of contract which I am not as I had my current bill on screen and then just  wanted to upgrade my TV package which I don't. Tried the virtual assistant but absolutely useless in every respect.

[Daniel0210]

@Watchmaster 

The fact the letter seems to be missing information on how to exchange your hub has been reported to Sky. Most affected customers have received an email with the relevant link.

At this stage you may need to persevere on the phone.

[Tea59]

I have recieved the letter re the Sky hub but the on line instructions don't work so the letter is useless and no one in your company answers the telephone how are customers meant to get anything sorted out?  The chat bot is a waste of time and as a company you really should be doing better.  When renewal is due I will consider another company as I am wasting my life trying to gain access to a real person to find out what the broadband hub change incurs and what needs doing, as the renewal for contract is not due to several months.  What are you doing Sky?

[Daniel0210]

@Tea59 

If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services.

The wording of the letter has been reported back to Sky. In the meantime try the url at the bottom of the letter which leads to an option to change…

Take a look at your options:

Change your hub	く
Keep your hub and change your hub admin password	く
Switch to Full Fibre broadband
Add Sky WiFi Max	く

[Tea59]

Thnk you for your help