topic Re: not received a hub, where to make a complaint without calling Sky? in Account & Billing

not received a hub, where to make a complaint without calling Sky?

ChDin7 — Thu, 02 Oct 2025 18:19:03 GMT

We switched from Virgin to Sky. The Sky cable was installed on 22/09. However, we never received a hub. Sky sent a hub on 17 September, on 18 September Royal Mail returned that hub and since then - nothing.

Sky has not informed us that we needed to get two hubs (one for the tv, one for broadband), so we did not get in touch before the installation on 22/09. When we called customer service on the 22nd, we were told they would send a hub straight away and we would get that hub on the 23rd. That didn't happen either. Now I get regular updates from Sky that they are still waiting to be in a position to send us a replacement hub. I thought Virgin was bad...

I want to make a complaint but don't want to have to call Sky. Where can I email them a complaint please? Thanks

Re: not received a hub, where to make a complaint without calling Sky?

Daniel0210 — Fri, 03 Oct 2025 08:46:24 GMT

@ChDin7 wrote:

We switched from Virgin to Sky. The Sky cable was installed on 22/09. However, we never received a hub. Sky sent a hub on 17 September, on 18 September Royal Mail returned that hub and since then - nothing.

Sky has not informed us that we needed to get two hubs (one for the tv, one for broadband),

@ChDin7

Not sure who's told you that. Sky only send one broadband hub which is dispatched via Royal Mail. TV services are either by a Sky Q box, a Stream puck or a Glass TV. Have Sky said why the hub was returned by Royal Mail?

Re: not received a hub, where to make a complaint without calling Sky?

ChDin7 — Mon, 06 Oct 2025 08:01:36 GMT

Thank you. I am sorry, I wasn't very clear. We have the TV puck (which I referred to as a hub) but still don't have the broadband hub. Installation of the cable was 2 weeks ago and Sky has not even sent a replacement hub yet. Their service is shockingly bad.

By now, I have found the complaint page. When I first opened that page, the complaint tab did not open. It seems that nothing works at Sky.