topic Re: New customer - broadband installation in Broadband

New customer - broadband installation

soulboy1976 — Tue, 14 Jul 2026 13:58:27 GMT

Hi,

So we're switching from Virgin and getting broadband and TV installed this Friday. Our Home Hub was scheduled to be delivered today and when it turned up, the box was completely empty. I've been on the phone to Sky asking for them to send out a new one in time for Friday but that's proving far more difficult than it should be.

Anyway, we have an Openreach engineer coming on Friday to install our box outside and inside as well. I also have a text message from Sky confirming that "Openreach will now complete the set up in your home, so it will be their engineer who arrives on the day". I've understandably read this to mean that Openreach will do everything but the person I was speaking to at Sky is adamant that a Sky engineer does also need to come and will be contacted by Openreach once they're finished to come and install the router.

Is this the actual process? I'm now concerned that we won't have broadband fully installed as no Sky engineer has been booked and we're relying one one just being available on Friday. I'm having to take a day's holiday to be at home so I want it all set up then.

Thanks.

Re: New customer - broadband installation

GD1 — Tue, 14 Jul 2026 14:01:36 GMT

@soulboy1976 Openreach tend to do the installs rather than Sky.

Regarding the missing hub, if you wish we can escalate your post to the Messaging team to see if they can get a new one sent.

Re: New customer - broadband installation

soulboy1976 — Tue, 14 Jul 2026 14:04:45 GMT

Thank you. That would be great.

Yeah I though Openreach would be doing everything but the guy was adamant that Sky need to come after he's finished and set up the Hub.

Re: New customer - broadband installation

GD1 — Tue, 14 Jul 2026 14:17:25 GMT

@soulboy1976 Thats not my experience, Openreach installed both the CSP (outside box) & ONT, (inside box) I installed the hub on activation day.

Is the new service a Full Fibre service as you mention a box outside & inside?

Re: New customer - broadband installation

GD1 — Tue, 14 Jul 2026 14:08:40 GMT

@soulboy1976 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: New customer - broadband installation

soulboy1976 — Tue, 14 Jul 2026 14:13:43 GMT

Thanks again for your help.

Yes it's a full fibre install.

Re: New customer - broadband installation

soulboy1976 — Tue, 14 Jul 2026 14:53:52 GMT

So Sky called back and have left me very unimpressed. They're refusing to send out a replacement Hub now as that's "not an option" apparently. I need to wait for Openreach to complete their installation on Friday so that the line is activated before Sky will order a new hub. So I've been told that it should be with me on Saturday or Sunday, meaning we're being left without broadband for at least one day, possibly two.

Completely unacceptable if you ask me. Why they just can't send out a replacement now so it's here on Friday is beyond me.

Re: New customer - broadband installation

Danz994 — Tue, 14 Jul 2026 16:11:48 GMT

Good afternoon @GD1 Thanks for making us aware of this. What @soulboy1976 has been advised is correct, we will need to wait until the install has gone ahead before we can arrange a replacement but if the customer wishes to discuss in more detail I can certainly send them an invite. Thanks, Danielle

Re: New customer - broadband installation

soulboy1976 — Tue, 14 Jul 2026 16:20:28 GMT

Hi Danielle - I would like to discuss further if possible.

Re: New customer - broadband installation

Danz994 — Tue, 14 Jul 2026 17:06:38 GMT

Hi @soulboy1976 Yes of course. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Unbelievably poor customer service

soulboy1976 — Wed, 15 Jul 2026 10:40:43 GMT

I posted yesterday about getting our Sky broadband installed this Friday, but having an empty box delivered yesterday with no Home Hub inside.

I've been having a long back and forth with Sky about this and their attitude and customer service have been absolutely abysmal. The long and short of it is that they can't (won't) send out a new Hub until our line is activated on Friday, meaning that we will be without wifi for the entire day. Unbelievably, they also won't send it our for express/next day delivery. Instead, they will be using the cheapest Royal Mail service of Tracked 48. This means that the earliest we will receive the replacement hub will be Monday, possibly Tuesday. We'll therefore be without broadband for at least 3 whole days.

I have found the whole experience tiring, frustrating and one big red flag.

I am going to have to find a Sky Hub online and buy one to use until our official replacement arrives - so I'm out of pocket even before our contract has officially started. My question is, can I use any Sky Hub to connect temporarily? Does it matter if I buy a second hand unit from somewhere? An online search shows that Sky Hub and Sky Q Hub are both discontinued, so I should be looking for a Sky Broadband Hub (SR203), Sky Max Hub (SR213) or Sky Gigafast+ Hub.

Many thanks,

Joe

Re: Unbelievably poor customer service

Daniel0210 — Wed, 15 Jul 2026 10:45:07 GMT

@soulboy1976

Be aware that buying Sky equipment comes with the risk that you'll be buying stolen property that should have been returned to Sky when the service was cancelled so therefore shouldn't really be discussed on here.

Re: Unbelievably poor customer service

soulboy1976 — Wed, 15 Jul 2026 10:53:46 GMT

Thanks Danielle. Ignore the second hand comment therefore.

I'd just like to know what other Hubs I could use as an interim solution.