topic Re: Equipment has not arrived in Broadband

Equipment has not arrived

id — Thu, 05 Sep 2024 14:28:35 GMT

my broadband goes live in 3 working days and I've not recieved the hub. I have no phone signal to call them as I'm working offshore. I need a link for live chat?

Re: Equipment has not arrived

Daniel0210 — Thu, 05 Sep 2024 14:30:49 GMT

@id

Routers are dispatched to arrive a day or two (at most) before your activation date so there's still time especially as 3 working days is next week.

Re: Equipment has not arrived

id — Thu, 05 Sep 2024 14:52:39 GMT

I thought I'd have had an email to say it was dispatched if it was guna arrive prior to Tuesday.it would have to be dispatched today or tomorrow very latest.

Re: Equipment has not arrived

Daniel0210 — Thu, 05 Sep 2024 14:55:14 GMT

@id

I believe new hubs are sent out through Royal Mail.

Re: Equipment has not arrived

peter-marlow+1966 — Thu, 05 Sep 2024 16:42:41 GMT

You can track your order on the my sky app

Re: Equipment has not arrived

id — Thu, 05 Sep 2024 18:43:47 GMT

yes I know. I can see they've not sent it out yet which is why I want a live link to speak to them and ensure it's being sent out.

Re: Equipment has not arrived

Highlinder — Thu, 05 Sep 2024 19:30:58 GMT

@id When is your activation date for your broadband supposed to be happening?

Re: Equipment has not arrived

id — Thu, 05 Sep 2024 19:34:45 GMT

Hi, Tuesday.

Is there any way to contact sky with out phone signal?

Re: Equipment has not arrived

Highlinder — Thu, 05 Sep 2024 19:38:11 GMT

@id Your router should be dispatched no later than Saturday as @Daniel0210 points out they are normally sent a few days before activation. On the off chance that it is not then the forum can escalate on the day of activation for Sky to get a router out to you.

Re: Equipment has not arrived

id — Fri, 06 Sep 2024 11:10:33 GMT

hi,

thanks for that. Could really do with speaking to them prior to the activation date as can't afford for a day without internet as my wife works from home.

I've had sky broadband in the past and the router never turned up that time which is why I'm sceptical its going to this time.

Re: Equipment has not arrived

id — Fri, 06 Sep 2024 14:24:06 GMT

Update- I finally got a response from Facebook sky help team. They confirm the router is not on order but cannot help any further as they can only see the account no make changes. They provided me with a link to message them but the message service keeps saying unavailable.

Re: Equipment has not arrived

id — Sat, 07 Sep 2024 04:13:04 GMT

I was finally given a link to live chat with them.
as I feared, no router has been ordered. Not sure how they expect me to use the broadband with no equipment. Was also told that they can't order me one until the activation date meaning that unless their broadband is compatible with me existing providers broadband then I'll have a day or two with no internet or rv as that runs off the internet too.

I asked why they couldn't order me one straight away to be there for about activation date. They then stopped replying and closed the messaging link!!! Terrible customer service