From time to time Sky may need to update the software in the Sky Hub or router. This will be an automated process and you do not need to do anything. However, during the upgrade the Sky Hub or router must not be switched off.
- When will the software upgrades take place?
Remote upgrades are done during the night, as this is typically the period with minimal activity online from Sky Broadband customers. As some customers switch off their routers overnight, upgrades are sometimes also done during day time to ensure as many customers as possible benefit from the upgrades.
- Will I be able to use the internet during the upgrade?
No. During this time you will be unable to access the internet, and if you use an email program to check emails from your computer, you will not be able to access new emails or send emails during the upgrade.
- Will I be able to use my computer during the upgrade?
Yes. You will be able to use your computer for all other applications, except the internet.
- When will I see that the upgrade is completed?
Your Sky Hub or Sky router will reboot automatically once the upgrade is completed. After your Sky Hub or Sky router comes back on line, you will be able to access the internet as normal.
- How do I know if my Sky Hub or Sky router has been upgraded?
You can check if your Sky Hub or Sky router has been upgraded through the Sky router status page.
- Open your web browser, type 192.168.0.1 in the address bar and press Enter to access the router settings.
- Enter the the following login details when prompted: Username: admin Password: sky
The version number of your router software is displayed under the Maintenance menu item from the top menu. The latest software version is reported as Firmware Version. Please check this version number against the latest version information displayed in the table at the end of this page.
Older Sky routers
The version number of your router software is displayed at the top of the status page after login. Please check this version number against the latest version information displayed in the table at the end of this page.
- How do I know the upgrade has started?
At the beginning of the upgrade the Sky Hub’s power light will blink fast and the internet light will be off. The power light will then remain steady with the internet light off until the reboot completes. If you try to connect to the internet during this time, you may see a "no connection" error message on the following fault diagnostics page.
The upgrade will have completed when the internet light is on (steady white) and if you reconnect to the internet the diagnostics page will disappear.
Older Sky routers
At the beginning of the upgrade the Sky router’s power and test lights will begin to flash. If you are using your computer when the upgrade is happening and try to visit a web page, you will see a sky router upgrade message on your screen.
- Will this message appear if I haven't got an internet browser open?
No. You will only see this message if you are using your computer when the upgrade is happening, and try to visit a web page in your browser window.
- How long will the upgrade process last?
It is estimated that this upgrade will take approximately between 2 to 5 minutes. However, sometimes the router may need manually resetting.
If after 15 minutes the internet light is still not steady, or the power light is still blinking you can try the following reset procedures:
Soft reset: Press and hold the reset button on the back of the Sky Hub for approximately 2 seconds (the power light will flash amber once). The Sky Hub should reboot and connect to the internet.
Factory reset: If the first step does not work you can reset the Sky Hub to its default factory settings, which will also reset any changes you have made to you default wireless passwords, network ID, or other changes.
Press and hold the reset button on the back of the Sky Hub until the power light flashes on and off four times then remains on. This will take approximately 10 seconds. The Sky Hub should reboot with default settings and connect to the internet.
Your default network ID is printed on the back of the router. If you are still not able to get back on line please contact Sky Technical Support on 03442 410 515.
Older Sky routers
if after 15 minutes your Sky router’s power and test lights are still flashing, turn the router off, wait 10 seconds, and turn it back on again. Wait around 60 seconds for the router to find the broadband connection. You should then be able to use your broadband as normal. However, if after completing this procedure, the router power and test lights are still flashing for longer than 2-3 minutes, or you are not able to get online, contact Technical Support on 03442 410 515.
Important: Do not power off the Sky Hub or Sky router during the upgrade process.
- Latest version of the Sky Hub and Sky router software
Check the list below to find out the latest software version on the Sky Hub or Sky router:
- Netgear Phase 1 - V1.04.13
- Netgear Phase 2 - V2.02.44
- Sagem Phase 2 - 2.8Sky
- Sagem Phase 2 Refresh - 5.23.1, 7.16
- Sagem Wireless N - 6.14.6, 7.16
- D-Link - SKY_2.04
- White Sky Hub - 2639, 3591 or 3734
- Black Sky Hub - 2.1.m.3173, 3727