topic Re: Hub not delivered in Broadband

Hub not delivered

timmysknapsack — Fri, 06 Sep 2024 09:33:43 GMT

Our activation date is today (openreach are on the way, as we speak), but I still haven't received our hub. it was labelled as "despatched" on Monday, but has just said "coming soon" and errors when i try to track it.

Re: Hub not delivered

Highlinder — Fri, 06 Sep 2024 09:44:35 GMT

@timmysknapsack Have you had any emails giving you any information on when the equipment is going to arrive?

Re: Hub not delivered

timmysknapsack — Fri, 06 Sep 2024 09:59:44 GMT

Hi Highlinder. No, no emails about delivery, just the ones when I phoned to set things up. The tracking was saying "waiting for despatch" at the weekend and that changed to despatched on Monday. So I thought it wouldve arrived. Even by Royal Mail 2nd class, that's late.

I'm just getting anxious as, I moved to Sky after an abismal home move from talk talk, which has left us with any internet since July 14th! So I was hoping for a smooth transition and we'll be up and running today, but here we are...

Re: Hub not delivered

Highlinder — Fri, 06 Sep 2024 10:34:51 GMT

@timmysknapsack I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

Re: Hub not delivered

cuke — Fri, 06 Sep 2024 10:43:18 GMT

@timmysknapsack if you have a tracking number, should end with GB, paste it in the then box and see what comes up https://www.royalmail.com/track-your-item

Re: Hub not delivered

Highlinder — Fri, 06 Sep 2024 10:45:25 GMT

@cuke That's it they don't have any tracking number as it has not ben dispatched.

Re: Hub not delivered

timmysknapsack — Fri, 06 Sep 2024 10:51:38 GMT

Thanks @Highlinder. I looked back and i did get a text on Monday which said "Your Sky Max Hub is on its way". And as there was no tracking, assumed it was just normal Royal Mail.

Does it look like it may not have been sent then?

Re: Hub not delivered

cuke — Fri, 06 Sep 2024 10:54:26 GMT

@Highlinder wrote:
@cuke That's it they don't have any tracking number as it has not ben dispatched.

Ok, I think in your case I would have phoned Sky by now, however you have a one to one PM arranged so you can either wait for that or ring.

You haven't a Sky hub already have you?

Re: Hub not delivered

Addie15 — Fri, 06 Sep 2024 11:02:49 GMT

Hi there! Thank you for escalating this. We have sent an invite to @timmysknapsack.

Re: Hub not delivered

Highlinder — Fri, 06 Sep 2024 11:03:51 GMT

@cuke But I am not the person waiting on the equipment that would be @timmysknapsack is waiting for the equipment.

Re: Hub not delivered

timmysknapsack — Fri, 06 Sep 2024 11:10:29 GMT

@cuke i did call yesterday, but the person i spoke to said it could arrive today. I asked if it was post and she said it could be DPD (but really didn't sound sure). I also know dpd definitly send out email/texts to track. so i was certain it wasn't dpd

Re: Hub not delivered

cuke — Fri, 06 Sep 2024 11:15:55 GMT

@timmysknapsack indeed DPD do and you should have a tracking number in the Sky 'My Orders'. Have you the DPD app as that links to your mobile number and address and should automatically tell you if a delivery is due.

Re: Hub not delivered

cuke — Fri, 06 Sep 2024 11:17:13 GMT

@Highlinder wrote:
@cuke But I am not the person waiting on the equipment that would be @timmysknapsack is waiting for the equipment.

My apologies, a slip of my fat digits on a small screen...

Re: Hub not delivered

timmysknapsack — Fri, 06 Sep 2024 12:14:17 GMT

@cuke @Highlinder apparently, the hub has been despatched, but the tracking says that royal mail are "expecting it". So it won't be here today and certainly won't be here by the weekend. The person in the chat can't (won't) send another hub, but is "investigating" which can take up to 5 working days.

So I guess i'm stuck. It's so frustrating. We've got sky tv too, so have been unable to use 90% of it as it needs internet for catch up etc. Was actually looking forward to today, but alas another weekend (and possibly another week) without.

Re: Hub not delivered

Highlinder — Fri, 06 Sep 2024 12:39:45 GMT

@timmysknapsack Normally when Royal mail says they are expecting it. By days end there should be some sort of tracking number available to see.

Re: Hub not delivered

timmysknapsack — Fri, 06 Sep 2024 12:47:07 GMT

@Highlinder I did get a tracking number from the person in the chat. And when tracked it was "despatched" on 2nd, but thays it. No movement after. I imagine it's sat in a post bag at he warehiuse with other people's hubs waiting to be collected.

I think I need to start having a look elsewhere. Failing at sending the hub out is shocking, and does not bode well for the future. After being strung along by talk talk for 2 months I'm definitely not going down that route again

Re: Hub not delivered

timmysknapsack — Fri, 06 Sep 2024 13:34:13 GMT

@cuke I haven't got a sky router/hub but will another router work? I still have our talk talk one.

If not, will an older sky hub work? I'm thinking of scouring marketplace just to get something in the meantime, ut don't want to bother it it won't work

Re: Hub not delivered

cuke — Mon, 09 Sep 2024 09:31:54 GMT

@timmysknapsack wrote:
@cuke I haven't got a sky router/hub but will another router work? I still have our talk talk one.

If not, will an older sky hub work? I'm thinking of scouring marketplace just to get something in the meantime, ut don't want to bother it it won't work

Unfortunately don't know if your talk talk hub would work but did you have your online chat in the end? Even though they are not responsible for any couriers, have you tried contacting them by the way, I certainly would be on to Sky and pinning some ears back and asking them what are they going to do to resolve this to your satisfaction.

Re: Hub not delivered

timmysknapsack — Mon, 09 Sep 2024 10:31:29 GMT

@cuke thanks for the reply. I did try the talk talk hub ( i had nothing to loose), and it didn't work.

I did have an online chat, they said they couldn't send a hub until the other one "failed or gets rejected", whatever that meant. Just told me it needed up to "5 working days" to investigate.

I did send a slightly snotty email complaint too. They told me "2 to 3 days" to solve, however this morning I've been told a new hub has been sent. Perhaps my even snottier reply to their email got things moving!

I think what frustrates me, is everything always takes days and days to investigate. Theres no urgency to getting things solved. I realise I don't know the ins and outs of it, but 2 to 3 days to resend a hub. It just seems ridiculoulsy slow. They did say i would get "compensated", so just waiting to see exactly what that means

Re: Hub not delivered

timmysknapsack — Mon, 09 Sep 2024 11:49:58 GMT

Well, it looks like i spoke to soon!! The email reply I got this morning, was for a different email complaint. They still have no idea what's going on but there's "something on the account stopping them reordering the hub".

What an absolutle shambles! I'm sincerley regretting coming to sky now.