Updat broadband hub letter

[SpikeX1X]

Anybody else received letter ref hub update. Trying to find out how it's done

[Daniel0210 · Accepted solution]

@SpikeX1X 

Is this letter referring to older hubs such as the Sky Q hub that will not conform to regulations regarding security updates after December 2025? 

[SpikeX1X]

Not very technology. How do I change/update my hub. ?

[SpikeX1X]

Yes. Received letter today. Annoying that can't speak directly to anyone at sk

[Daniel0210]

@SpikeX1X 

Most customers affected received an email. I did.

See this lengthy thread on the subject.

https://helpforum.sky.com/t5/Broadband/quot-Is-this-email-from-Sky-genuine-re-quot-An-update-on-your... 

[Smithfamily3]

I've had a letter saying our sky hub will no longer receive security updates. Will sky exchange my hub for free?

[Daniel0210]

@Smithfamily3 

Yes. See the replies above and in the thread I've linked to. 

[SpikeX1X]

Managed to talk to sky. New hub on its way

[caesarome]

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@Smithfamily3 wrote:

I've had a letter saying our sky hub will no longer receive security updates. Will sky exchange my hub for free?

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The letter should explain what you need to do @Smithfamily3 to get this free replacement hub.

[SpikeX1X]

• Sky is replacing my hub, after repeated tries to add other offers on my acct.

[Sicky]

My letter tells me to log in to my account on the sky website

the sky website tells me to refer to the letter and the AI won't let me speak to a human

absolute wastes of space

[Daniel0210]

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@Sicky wrote:

and the AI won't let me speak to a human

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@Sicky 
Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Sicky]

Do we have to do it via phone? Takes forever, I've got loads on at the minute and don't have an hour or 2 to sit and wait for someone to answer...surely the whole replacement process should be automated now!? It's 2025...

[Sicky]

And I can't even find a phone number anywhere

[Daniel0210]

@Sicky 

I received my notification via email, clicked on the link, ordered replacement hub and it was delivered a couple of days later. Simple process. I can only assume those customers receiving letters instead either haven't responded to an email or Sky can't contact via email.