"Is this email from Sky genuine re. "An update on your broadband hub"

[TimmyBGood]

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@JTB wrote:

The people who are erroneously stating the email is genuine are either innocently mistaken, or bad actors. 

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Sky is definitely carrying out a campaign to get Q Hubs (and all previous models) swapped out: as noted above this is required by regulation resulting from an Act of Parliament, and applies to all routers which do not have a complex administrator password.

https://www.gov.uk/government/news/new-laws-to-protect-consumers-from-cyber-criminals-come-into-forc... 

https://www.ispreview.co.uk/index.php/2024/04/gov-enforce-new-uk-internet-security-and-broadband-boo... 

Of course that doesn't mean scammers won't use this for their own purposes.

[JTB]

Hi.
In my personal case it was a phishing attempt. I don’t have SkyQ, and like I said there is no record of this communication within my actual Sky account.
If Sky truly have a campaign to upgrade peoples’ routers, then perhaps some of the people in this thread have received genuine correspondence. However, scammers seem to be exploiting this with reasonably convincing facsimile emails.

[caesarome]

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@JTB wrote:

However, scammers seem to be exploiting this with reasonably convincing facsimile emails.

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As the actual email we have received as been posted in this topic a few times have you checked yours against this one you received.  It is not surprising that the call handler wasn't aware of this hub upgrade campaign as it appears to be an email only one as far as I can tell.

[MagicBoy]

Hi.
In my personal case it wasn't a phishing attempt. I did have SkyQ, and the records of the Sky domains all checked out, as you'd know if you'd read page 1 of the thread.

[Daniel0210]

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@JTB wrote:

I don’t have SkyQ, 

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@JTB 

To clarify, Sky are changing old broadband hubs including the Sky Q hub. Having a Sky Q box for TV purposes is irrelevant. 

[KevNewMedia]

Hi @JTB 

Thank you for using the Sky Community.

We're not just replacing Sky Q hubs, we are replacing hubs versions 2,3 & 3.5 for a Hub 4.

I've escalated your post to our Community Messaging team to do a thorough check for you. They will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

(Thanks for tagging me @TimmyBGood )

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to JTB.

[janerq]

This time it was a genuine sky email, I clicked on link ordered hub few days ago and it's just arrived !

[Addie15]

Update-We are closing this invite due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[JTB]

I missed the window sorry, can you resend the invite please?

[caesarome]

@JTB 

They should send you the chat bubble sometime tomorrow morning so look out for it then. You then have 48 hours to start using it.

[Lisa-P1987]

Thanks for escalating this. We’ve sent JTB  an invite to chat.

[JTB]

Ok so the Sky team via the online chat bubble confirmed what has been said here already i.e. there are legitimate emails sent en masse encouraging people to upgrade their hub. The agent confirmed what others have already said, but I was really sceptical and was not prepared to take peoples word for it as this has many of the hallmarks of a scam. The agent was unable to "trace" the email I was sent, so she could not say with 100% clarity if my email was real, or a scam that utilised email spoofing techniques… although I now believe it to be genuine (eventually).

Even if mines probably turned out to be a legitimate email, I'm really disappointed with Sky for the chaotic and disorganised way they have approached the hub upgrades. It’s like they went out their way to make it look dodgy.
To be safe I am going to request my upgrade over the phone tough.

[caesarome]

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@JTB wrote:

I'm really disappointed with Sky for the chaotic and disorganised way they have approached the hub upgrades. It’s like they went out their way to make it look dodgy.

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A few of us superusers have already made our feeling to Sky about how this has been organised in a private area we have access to as really this isn't the way to go about it.

[Thomas18]

I received an email saying my router will stop receiving service and updates on 31 December 2025. There was a link to review options, but nervous in case it's phishing. Anyone else received this, or know what it's about?