Sold WiFi Max with Sky Q

[JB180]

Hi.

I came out of contract on fttc broadband at the start of this month. I could see that fttp broadband was now available so I called up and spoke to the broadband team and two people separately offered me Gigafast broadband and would upgrade me to the Sky WiFi Max router (and told me the benefits) at no extra charge.

I agreed and booked in the installation. I noted on the email that it didn't say I would be receiving the new router. I queried this, and the team said it was their mistake and they would process the order for the new router once the broadband had been installed as to not have to cancel it and do a whole new order.

Now it has been installed, the team, after putting me on hold for a while, have informed me that WiFi Max is not compatible with Sky Q, but that their manager had informed them that they were rolling out an update in late October to fix this issue so that those on Sky Q can have the new router. 

I asked why they sold me the WiFi Max deal if it was not yet compatible. The team were unsure, so I asked if that meant they would send the new router to me once the update had been released. They said they couldn't make any promises and advised I speak to the cancellation team to cancel as I am still in the cooling off window, rather than them promise me something they couldn't deliver on. 

My thoughts are this is a bit messy, and I don't want to be without broadband so cancelling isn't ideal either. Is it the case that other broadband routers from other suppliers (Vodafone, BT etc) would also be incompatible with Sky Q (and mini box)? Is there a list of compatible routers that would work with Gigafast speed (ideally WiFi 6 technology as I'm only getting 550mpbs on WiFi 5 with current router) and also work with Sky Q?

Thanks! 🙂

[cookiemonsteruk]

@JB180 

It is compatible with one sky q main box and 1 q mini and as you were told they are trying to make it compatible with 2+ minis

[JB180]

@cookiemonsteruk 

ah I see. Thanks.

That might be where this issue stems from. Straight after I agreed on the broadband deal, I renegotiated my tv package and they threw in an extra mini box for free. Although I haven't yet opened it as I'm waiting to decorate our spare room.  That brings my number of mini boxes up to 2 (even though I'm only using 1 for now).

I'm not going to be using the new mini box for a while anyway, and would prefer the new max router right now. I'll see if they can arrange that, although I'm prepared that it will be a computer says no situation as it won't let them process it with 2 Sky Q mini boxes. 

[TimmyBGood]

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@JB180 wrote:

 it will be a computer says no situation as it won't let them process it with 2 Sky Q mini boxes. 

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That's currently the case.

[cookiemonsteruk]

@JB180 

You may not be waiting too long for the max hub to be fully compatible with  2 mini boxes anyway . We are waiting for updates and will be amongst the first to know

[hkphooey]

Do we know if the fix has been done yet? I've just upgraded to Fibre 500 but also have 2 x mini boxes.

Many thanks.

[TimmyBGood]

@hkphooey 

There's no longer a restriction on supplying the Max Hub to addresses with Sky Q.

Note that Sky doesn't offer the Max Hub to upgraders though, unless they opt for the WiFi Max supplement.

New FTTP users receive it by default.

[Chrisee]

@hkphooey Sky will now supply the whitecMax hub if you have Sky Q but its less of a fix and more of a cludge,. The new hub is not compatable with the older Q wifi mesh so you lose the use of the wifi hot spots your Q boxes provide and the Q minis have to connect to a closed 5GHz signal the main Q box produces.

[hkphooey]

Appreciate the feedback, thanks.

[hkphooey]

Would you say its worth the £4 per month upgrade or not to bother?

Many thanks.