Send a letter to sky.

[Mrfobof]

I can see from the complaints on here that sky have a policy of not being helpful  in resolving issues with phone connection.                                                             I am going to write to sky. It's a waste of time phoning their fake customer  service help line.Its a car crash of an attempt to give the impression their doing best to be helpful.

[Daniel0210]

@Mrfobof 

What's the laneline problem you have? We might be able to save you the extortionate price of a stamp. 

[Mrfobof]

I have a white broadband hub can you tell me if they have a reset button on the back.The hub I have does not have one and sky say it does.                                    I'm still writing to sky to make a complaint.

[MarkGoldsmith]

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@Mrfobof wrote:

I have a white broadband hub can you tell me if they have a reset button on the back.The hub I have does not have one and sky say it does.                                    I'm still writing to sky to make a complaint.

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Is this the hub you have?

If so you reset it by pressing and holding in the WPS button ( on the side) for 30 seconds.

[Mrfobof]

First of all,thanks.yes it's the same as the one I have.when I phoned sky the engineer insisted my hub a reset button no the back and because I could not find it he could not help me.end of phone call.i had pressed the WPS button during our phone call but engineer claimed it would not help.

[MarkGoldsmith]

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@Mrfobof wrote:

First of all,thanks.yes it's the same as the one I have.when I phoned sky the engineer insisted my hub a reset button no the back and because I could not find it he could not help me.end of phone call.i had pressed the WPS button during our phone call but engineer claimed it would not help.

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I had the exact same experience the other week. I eventually got the advisor to admit he was looking up the instructions for the wrong hub, but he didn't know anything about the Max hub, so he couldn't help. Although i should also point out, i didn't even need my hub resetting as all i was trying to do was report my actual phone line had gone down and it needed reporting to OpenReach because it was a repeating local fault at the cabinet that OpenReach were just temporarily fixing every 18 hours.

I've got to admit i'm not sure writing to Sky will have any impact. I actually raised a complaint ( using the process here https://www.sky.com/help/articles/how-to-make-a-complaint) over how the advisor was completely inept and that neither that advisor nor one I was subsequently passed over to could even be bothered to log the issue with OpenReach. Suffice to say the response I got back from Sky was pretty sub-standard which actually led me to raising a complaint on how the complaint was handled ( mainly due as a result of them clearly copying and pasting a template response to me rather than a tailored response suited to my actual complaint).