topic Re: Broadband hub not arrived. in Broadband

Broadband hub not arrived

Camwen1405 — Mon, 24 Jun 2024 21:54:04 GMT

My engineer app and go live date was meant to be 4th July but had a message 10th June to say that the external works had been done by open reach and that they can bring forward my engineer app to the 27th.

I phoned sky last week expressing concern about the hub not arriving as of yet and the dispatch info hasn't been updated at all on my account and all I was told is to take that earlier engineer app and it will trigger the dispatch for the hub. A week in and 2 days to go before installation and no updates on the hub dispatch or arrival date ! Absolutely useless! My BB is going to go live this week as I NEED broadband for my home alarm system, and tablet for the nurses when they come in to log medical info on during the night .

anyone had similar issues? I don't want the engineer turning up and not being able to carry out the install for full fibre ans charge me for basically wasting their time. !
if I phone sky I know I'll get fobbed off as usual !

Re: Broadband hub not arrived

Chrisee — Tue, 25 Jun 2024 05:40:16 GMT

@Camwen1405 for an install on the 27th the hub would not be due until today or tomorrow and many arrive on the day iteslf. If thechub is not delivered by then Sky's customer services can areange to courier one to you.

The engineer can complete the install without the hub but cannot demonstrate the service to you. There will be no charge.

Given it sounds like you have medical nees have you registered with Sky's Accessibility team as if younhaven't it is worthwhile doing so as tgen Skybwill be aware of the issues. See https://skyaccessibility.sky

Re: Broadband hub not arrived

Camwen1405 — Tue, 25 Jun 2024 05:42:45 GMT

I understand what you're saying but on my sky account the new install date hasn't even changed nor has there been any change to even knowing when the hub is due to be dispatched .

no I haven't logged it as it's my son that has the disabilities and medical needs

Re: Broadband hub not arrived

Chrisee — Tue, 25 Jun 2024 06:01:09 GMT

@Camwen1405 I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

They are not accessibility experts but hopefully they can help. Given the medical needs I would consider a back up,even if that is simply using a mobile phone's hotspot function.

Re: Broadband hub not arrived

Camwen1405 — Tue, 25 Jun 2024 06:08:09 GMT

Thank you for your help

Re: Broadband hub not arrived

Mr+Flibbles+86 — Tue, 25 Jun 2024 07:52:14 GMT

Thanks for escalating this. We’ve sent an invite to @Camwen1405 to chat.

Re: Broadband hub not arrived

Mr+Flibbles+86 — Thu, 27 Jun 2024 07:20:48 GMT

We are still looking to help you @Camwen1405 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Broadband hub not arrived

Neath1965 — Thu, 27 Jun 2024 08:04:41 GMT

My appointment for installation has also been brought forward by Openreach, from July 17th to the 5th... Nothing has been updated on the My Sky app about delivery of the app or when my broadband goes live, is this usual and I can expect my hub to be delivered before the 5th?

Thanks in advance.

Re: Broadband hub not arrived.

Ryas21 — Thu, 03 Oct 2024 04:26:12 GMT

My Broadband Was Meant To Arrive 23rd September Have Had Message To Confirm Services Have Gone Active, No Box Turned Up, When Going Onto My Account It's Stating That It Is Awaiting Dispatch Saying This Since Ordered It. Any Help Would Be Greatly Appreciated Please.

Re: Broadband hub not arrived.

Chrisee — Thu, 03 Oct 2024 05:35:12 GMT

@Ryas21 you need to call Sky and sort this out. Lines open from around 8am.