topic Re: Hub has not been delievered and theres no tracking info in Broadband

Hub has not been delievered and theres no tracking info

LarsBlaze — Tue, 09 Jul 2024 15:56:03 GMT

I ordered the Max broadband on the 1st July and ordered the extra booster hub. The main broadband hub came on Thursday and everything was activated on Monday. But I haven't received the booster box and there's no tracking information for it. I've had my bill through and I'm going to be charged for a hub that isn't even here.
please can someone help?

Re: Hub has not been delievered and theres no tracking info

Chrisee — Tue, 09 Jul 2024 16:05:46 GMT

@LarsBlaze normally Sky will not supply a pod extender until the main hub has been installed for at least 24 hours and tge need for an extender is proven and Sky have accepted that..If after the first pod has been installed coverage is still not meeting the speed guarantee of 25Mb/s for Ultrafast or 10Mb/s for Superfast Sky will send out an engineer who can agree for 2 more pods.

The WiFI Max bundle is charged whether you need extenders or not.

More on how WiFi Max works here https://www.sky.com/help/articles/sky-wifi-max

Re: Hub has not been delievered and theres no tracking info

TimmyBGood — Tue, 09 Jul 2024 16:07:11 GMT

@LarsBlaze

Sky doesn't ship any 'extra booster hub' ('Max pod') by default. You're presumably being charged for the WiFi Max service add-on, and so can potentially claim a pod under the terms of the 'Enhanced Wall to Wall WiFi Guarantee'

How it works

You’ll get a new Sky Max Hub (unless you already have one) when you get Sky WiFi Max.

We’ll check the setup in your home if you’re not getting WiFi in every room. To improve your WiFi coverage, we might send you Sky Max Pods or book an engineer visit.

Still can’t get WiFi in every room? We’ll give you money back that you’ve paid for one month's broadband subscription including Sky WiFi Max. And, if you want, you can cancel Sky WiFi Max without paying any early termination charges.

Re: Hub has not been delievered and theres no tracking info

LarsBlaze — Tue, 09 Jul 2024 16:24:34 GMT

Part of the deal was that I got an extra booster box because we live in a large house so the need was there. When I rang up and set up the deal they told me I'd be getting a booster box with my normal hub and they extra money for it has been added to the bill.

Re: Hub has not been delievered and theres no tracking info

Chrisee — Tue, 09 Jul 2024 17:42:41 GMT

@LarsBlaze that maybe so but as it is against Sky's standard practice the order does not look to have gone ahead inexperiended agents promise things that the system cannot deliver.quite regularly. Call Sky refer to the previous conversation but I suspect the agent will dimply aplogise and go through the process to order a pod IF your WiFi speeds are below the guarantee in a room in your home.