topic Re: No router delivered yet. in Broadband

No router delivered yet.

MikeyS11 — Tue, 09 Jan 2024 11:37:10 GMT

Hi, I need my router asap due to welfare issues,

My broadband was installed a week ago and I've received nothing as of yet.

Router delivery date is end of the month!

I've rang Sky numerous of times but they're as baffled as I am.

Please help

Re: No router delivered yet.

Highlinder — Tue, 09 Jan 2024 12:58:14 GMT

@MikeyS11 So your activation date has passed or was this outside and inside work being done as part of the install of your broadband that was done?

Re: No router delivered yet.

MikeyS11 — Tue, 09 Jan 2024 15:38:16 GMT

Hey,

Activation date has passed and all works have been completed last week Friday.

I've even got a message saying my broadband is now active.

Re: No router delivered yet.

Highlinder — Tue, 09 Jan 2024 16:33:30 GMT

@MikeyS11 If there is no information in track orders in my account come back let us know if there is no information about your router delivery.

Re: No router delivered yet.

MikeyS11 — Tue, 09 Jan 2024 17:45:03 GMT

Hi thank you for your support,

On my orders page it says the router is expected the 30th January!

Why on earth is it saying that? Is there any chance to bring the date forward?

Re: No router delivered yet.

Highlinder — Tue, 09 Jan 2024 17:50:54 GMT

@MikeyS11 In the emails that you got when ordering from Sky what was the activation date they gave you in the first place?

Re: No router delivered yet.

MikeyS11 — Tue, 09 Jan 2024 17:58:52 GMT

When I ordered sky they never gave me an activation date for the broadband as they had to install the fiber line, now it's in I've got a date which I mentioned above.

I've called customer services and they're baffled just like me as to why the date is so far ahead.

Before the fiber line went in I did get a call to schedule a visit, so to me it seems like sky/openreach didn't have an actual date planned for my installation and set my activation way ahead of my order date.

Seems like they wanted to avoid ofcom complaints.

Re: No router delivered yet.

Highlinder — Tue, 09 Jan 2024 18:21:01 GMT

@MikeyS11 Have you asked again as all the work has been done if the date can be brought forward for you?

Re: No router delivered yet.

MikeyS11 — Tue, 09 Jan 2024 18:32:11 GMT

I have asked again and the response I get is "we'll send an email off to the relevant department"

I've tried 4 times aver the last 2 days to actually get some valuable information but that's all I get told.

There was one customer service representative who said my router was lost in the post...

Im always getting a different answer every time I call.

Re: No router delivered yet.

Highlinder — Tue, 09 Jan 2024 18:35:13 GMT

@MikeyS11 I would just keep trying. Asking if there has been a response to the request that was made to the other department.

Re: No router delivered yet.

MikeyS11 — Tue, 09 Jan 2024 18:44:15 GMT

I will try tomorrow and update here,

I'm not happy with sky as they should've sent out the router before hand like they've done years ago, I've told sky that I've got medical equipment that is being monitored via Internet to a control room but it seems like they don't care.

Ive resorted to buying a router that will use my mobile data and keep the monitoring stations happy, and that's costing me an arm and a leg in data bundles.

Re: No router delivered yet.

Kelsingra — Wed, 10 Jan 2024 09:29:02 GMT

Hey @MikeyS11

As you mentioned that you have medical equipment that needs the internet to work, I wanted to make sure that you know about our Accessibility Team who can give you extra support if needed.

Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/

Thank you for joining our Community Forum! 🙂

Re: No router delivered yet.

MikeyS11 — Wed, 10 Jan 2024 10:09:25 GMT

Hi thank you for your message,

All I require is a router that's it, the accessibility team I've been told can't help in that retrospect.

Thank you anyway.

Re: No router delivered yet.

MikeyS11 — Wed, 10 Jan 2024 14:58:51 GMT

I've just rang Sky as now my own isn't reliable enough to keep the monitoring stations happy,

I've been told the router will be delivered on the 30th January via text message,

I've just rang Sky again and uve been told to wait till then. What an absolute joke.

Re: No router delivered yet.

jamesmichael.lana — Wed, 10 Apr 2024 12:30:05 GMT

Sky broadband connection gone live but hub is awaiting dispatch. How can I get in touch with someone to help?