topic Re: No Sky Hub in Broadband

Sky hub not arrived but broadband now live

Andy146 — Wed, 10 Apr 2024 07:45:56 GMT

I'm vguessing this is a common issue but my Sky Broadband Ultrafast Plus has gone live today...but no router has arrived. Still says awaiting dispatch. Not ideal to be honest. Anyone any experience on this or where you stand re compensation etc because its not really good enough in this day and age. Ideas going forward?

Re: Sky hub not arrived but broadband now live

Jada2692 — Wed, 10 Apr 2024 07:47:43 GMT

This exact thing has happned to me today as well.

Re: Sky hub not arrived but broadband now live

Tw566555 — Wed, 10 Apr 2024 08:37:35 GMT

In the same boat as you. Call them and speak to someone (can't share number in here for some bizarre reason as it blocks it). I've been told my router should have been delivered yesterday (despite no tracking and it still showing as awaiting dispatch).

They apparently can't sort out a replacement for me until the old one is cancelled, the operative on the phone escalated this for me but it'll take a few working days.

Been told will receive disrupted service compensation for the period between today (activation day) and delivery and successful install of router.

Overall, not very good and haven't got a clue what (Removed) is happening at Sky but here we are!

Moderator note: Removed inappropriate language

Re: Sky hub not arrived but broadband now live

rich_berif — Wed, 10 Apr 2024 08:08:24 GMT

Same for me too!!! Great start

Re: Sky hub not arrived but broadband now live

geewhizz — Wed, 10 Apr 2024 08:34:18 GMT

Me too...

I have emailed a second time asking for a Hub to be couriered "next day", but don't hold out any hope!

@Addie15 please can you help?

No Sky Hub

Si+Slater — Wed, 10 Apr 2024 08:37:16 GMT

Today should have been a switch over from BT to Sky. Great! Well NO! Even though i am receiving plenty off messages to say WELCOME, ive yet to br sent a HUB. Is anyone else having yhr same issue?

Re: Sky hub not arrived but broadband now live

Andy146 — Wed, 10 Apr 2024 08:38:10 GMT

Update. Spoke with them this morning. Aware it is a common issue, supposedly lots of calls already. A new ticket is created with IT team a new router to be sent. Within 3 to 5 days potentially. Will keep me updated etc

Re: Sky hub not arrived but broadband now live

Oz2 — Wed, 10 Apr 2024 08:44:43 GMT

Same for me! Not good start!

Re: Sky hub not arrived but broadband now live

Oz2 — Wed, 10 Apr 2024 08:47:30 GMT

Too long!

Re: Sky hub not arrived but broadband now live

ews31012002 — Wed, 10 Apr 2024 08:48:24 GMT

Hi...same thing happened to us.. I plugged my old router in and is working for now... worth a try.

Re: Sky hub not arrived but broadband now live

Andy146 — Wed, 10 Apr 2024 08:49:46 GMT

Vodafone one is still plugged in and sadly no joy. Like being back in the 90s all over again.

Re: Sky hub not arrived but broadband now live

geewhizz — Wed, 10 Apr 2024 08:55:00 GMT

@Andy146 thanks for update. Annoying thing is.. why should it take 3-5 days! I shall be expecting credit on my first bill for failure to provide equipment to use service.

Re: Sky hub not arrived but broadband now live

ews31012002 — Wed, 10 Apr 2024 08:55:22 GMT

Yeah... Ours is the SKY router we have and is plugged into the new fitting..

Re: Sky hub not arrived but broadband now live

Andy146 — Wed, 10 Apr 2024 09:00:34 GMT

Yes basically same answer they gave me.

Re: Sky hub not arrived but broadband now live

Andy146 — Wed, 10 Apr 2024 09:02:00 GMT

Daniel_F sums it up in a few posts above pretty accurately. In short not a great start for a new customer.

Re: Sky hub not arrived but broadband now live

SteveC5 — Wed, 10 Apr 2024 09:07:42 GMT

Mine has gone live this morning (10th April) and my router is still awaiting dispatch. Shocking really. Already asked for compensation for Sky TV for being billed for something I didn't ask for and now this.

Any online help brings you here. Not exactly 'help' more of a 'not alone'.

Re: Sky hub not arrived but broadband now live

geewhizz — Wed, 10 Apr 2024 09:31:44 GMT

Yeah, my Vodafone router won't work either

Re: No Sky Hub

Highlinder — Wed, 10 Apr 2024 10:08:50 GMT

@Si+Slater What information about your router delivery is there in track orders in my account.

Re: Sky hub not arrived but broadband now live

Andy146 — Wed, 10 Apr 2024 10:38:24 GMT

Just FYI there is an official complaints process you can follow via the My Sky app. Have done it myself even just to have aomethikg recorded in writing, as its simply not good enough. This appears to have been a common well known problem that has been allowed to sit and in 2024 potentially being without Broadband for a week from a massive company is not good enough. If you dont say anything, nothing will change.

Re: Sky hub not arrived but broadband now live

JamesL2 — Wed, 10 Apr 2024 10:44:10 GMT

Spoke to someone who told me there was "a major incident" preventing equipment being dispatched.

What concerns me, is that mine was due to be dispatched in March! So this issue isn't recent, they've had plenty of time to communicate this to customers, but haven't! So because of this, my switch has gone live, but I don't have a router and no internet. If they communicated this in the abundance of time they had to send some comms out, I would have been able to postpone my live date.

Really poor from Sky here - issues happen, but not communicating them is really not acceptable.