Where to order a new router

[caesarome]

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@D3BB13M0535 wrote:

I've received an email telling me to order a new router, but can't find where  to do this.

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There is a very small link in it, that says and I quote "To review your options, including how to update or change your hub, visit our portal here." where here is the link you need.

You should then be able to say that you want to replace your hub on the next page.

[Shortie46]

 this real

[GD1]

@Shortie46  It's a genuine email, do you have the SKy Q hub ?

[Shortie46]

Yes but I just rang Sky up and they said it was a scam I clicked on the link and got a new hub but they told me not to connect it so I'm a little confused 😕 

[GD1]

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@Shortie46 wrote:

Yes but I just rang Sky up and they said it was a scam I clicked on the link and got a new hub but they told me not to connect it so I'm a little confused 😕 

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It beggars belief that some advisers are unaware of this.

No scammer would produce or obtain  a hub for you to use, there would be no gain for them.

The hub you got is from Sky and is the latest Broadband hub it should look like one of the ones in this image.

[Shortie46]

I might try ringing them again as I appear to have been sent the 4.2 one and it shows in my sky app but the man on the phone told me not to connect and then said he could send me another one as I could upgrade, so I'm still unsure now. 

[caesarome]

@Shortie46 

No idea what he is talking about as you have been sent the same one as I was so you can plug  it in and you will then need to set up your wireless devices again using the network name and password that came on the card.

[basingDave]

Hi Just had the scare email about support for my router running out at the end of the year, "...stop receiving service and security updates on the 31 December 2025 .."

I have ordered and got the new router, it's massive!! Now having this hugh box I have to figure out how to place it near the phone socket. The current Q router is smaller and has longer leads so it's on a shelf out of the way. The wife (and I)  don't what leads tailing every where and the new router won't fit on the same shelf.

So the questions are:

1. where can I find products size information on the sky website

2. why did I have to order the new router rather than sky sending me one

Please note, I'm not a lover of sky, it's the rest of the family, and given a chance I'd drop sky like a hot potato. I'm using this forum as I don't what to spend hours on the phone waiting to talk to someone and they don't have an email addess for correspondence.

Regards

David

[TimmyBGood]

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@basingDave wrote:

Just had the scare email about support for my router running out at the end of the year, "...stop receiving service and security updates on the 31 December 2025 .."

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Sky needs to remove Q Hubs from use because they don't meet the requirements of the new UK telecoms security regulation* : specifically they have weak fixed local administrator credentials.  Other ISPs have exactly the same problem with routers of that vintage.

The only other current model is the Max Hub which is essentially the same size as the Sky Broadband Hub.

*The Product Security and Telecommunications Infrastructure Act 2022 (PSTI) and the Product Security and Telecommunications Infrastructure (Security Requirements for Relevant Connectable Products) Regulations 2023

[janerq]

An update on your broadband hub

Hello,

At Sky we are always looking to bring the latest innovative technology to our customers. As we do this, we’re always making improvements to our infrastructure to enhance both its reliability and performance.

In 2022, the UK government published a new security framework to make the UK’s telecommunications infrastructure more resilient.

In line with government guidance, we wanted to let you know while your hub continues to keep you connected to the internet, it will stop receiving service and security updates on the 31 December 2025. To review your options, including how to update or change your hub, visit our portal here. You’ll need to have your Sky ID and password ready to log in.

[GD1]

@janerq  It's not a Scam, if you have the older Sky Q huib it is now outdated so needs to be swappped for the newer broadband hub

[janerq]

Thanks for reply! 

[caesarome]

@janerq 

I can also confirm that this is an email from Sky as I got this and ordered mine 2 weeks ago. 

[janerq]

Great, I'll give them a call and order up

thanks for replying 

[caesarome]

@janerq 

You can use the link in the email as it is easily enough to order it from there on in.