topic Re: Installation tomorrow but no router in Broadband

Installation tomorrow but no router

jj212 — Wed, 08 Jan 2025 10:24:03 GMT

i have an install booked for tomorrow but it says the router hasn't been desptached yet despite ordering everything 3 weeks ago. I need to be up and running ASAP so can i use any router or does it have to be a sky router as i can buy either. I called sky and they didnt offer for the engineer to bring one or anything.

Re: Installation tomorrow but no router

Tom-W19 — Thu, 09 Jan 2025 09:20:33 GMT

Hi @jj212

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Installation tomorrow but no router

jj212 — Fri, 10 Jan 2025 09:23:01 GMT

So the installation date came and went with no sign of openreach, i called sky and they spoke to OR who advised there was some sort of issue locally which mean't it couldn't be done but couldn't elobarate too much annoyingly i got no communication to tell me this i had to chase myself. They are now saying its going to be the 22nd January before OR will come (if they do) and then i also didn't know a sky engineer willl have to follow to complete the setup so i'll be lucky to be setup for this month despite the initial order going in on the 18th December. With this in mind can someone confirm that i will be compensated for the missed engineer appointment (£35 is it) and for every day after the 9th until it's fully setup? Still not had my router either but they said they would chase it 😞

Re: Installation tomorrow but no router

Lisa-P1987 — Fri, 10 Jan 2025 09:31:01 GMT

Hi there, we do provide compensation for delayed activation.

Sky Broadband & Talk Automatic Compensation | Sky Help | Sky.com | Sky Help | Sky.com

Your router will be dispatched closer to the activation date.

Re: Installation tomorrow but no router

jj212 — Fri, 10 Jan 2025 09:44:19 GMT

Thank you, Can i confirm if its paid as a bill credit or bank transfer?

Re: Installation tomorrow but no router

Lisa-P1987 — Fri, 10 Jan 2025 09:46:25 GMT

It is a credit to your Sky Bill.

Re: Installation tomorrow but no router

Chrisee — Fri, 10 Jan 2025 09:47:06 GMT

@jj212 Compensation comes as a bill credit as explained here Customer Auto-Compensation | Sky Help | Sky.com