Duplicate Sky Max Hubs after replacement broadband order

[Swavik]

I’m looking for some practical guidance on a duplicate Sky Max Hub.

My original Full Fibre order was cancelled by Sky due to missing Telecare information but immediately replaced with a new order. When this happened, Sky told me I would normally be asked to return the first Hub but because a replacement order was being placed straight away I should keep it.

A second Sky Max Hub has now arrived anyway. The first one has been opened, the second is still sealed. My replacement broadband order is live and Openreach surveyed the property on 28 August, with further external work now required.

I have tried to contact Sky to check which Hub is linked to the current order and which should be returned but I have not been able to reach the right team. I also called the Edinburgh Sky store and they confirmed that broadband equipment cannot be returned there.

Can anyone advise how I can establish which Hub Sky expects back and the safest way to arrange the return without risking a non-return charge against the wrong equipment?

I have return envelopes for both hubs.

[Swavik]

I’m having real difficulty getting through to the right Sky team and wondered how other people manage this.
I have a live Full Fibre order with an Openreach installation issue that needs follow-up. I also have a duplicate Sky Max Hub that Sky needs to tell me how to return. When I call, the automated system repeatedly sends me down routes that do not match the issue. I have been directed to delivery tracking when I was not asking about a delivery, asked security questions before I can reach anyone and then told the relevant department is closed or told I would be sent links with information that I do not need. The complaints route has also been difficult to navigate.
I have now logged a formal complaint but I still need a practical way to speak to someone who can see the broadband order and Openreach notes.
How do others actually get through to the right broadband team (if you do manage to do that)? Is there a particular number, menu route or messaging option that works reliably?

[caesarome]

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@Swavik wrote:

I have a live Full Fibre order with an Openreach installation issue that needs follow-up.

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What do you mean by this, have you been given an instaltion and/or activation date ?

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@Swavik wrote:

I also have a duplicate Sky Max Hub that Sky needs to tell me how to return.

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You can see via here if there is any return packaging on the way for the hub:

https://www.sky.com/ordertracking

If not you can use anything you have or can get hold off and use this ljnk to print a return label or do it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

[Swavik]

Thanks. I realise I compressed the background too much and left the situation unclear.

After moving house I ordered Sky Full Fibre and Openreach attended for an initial installation visit. The order had been placed without the Telecare information being recorded. Once I raised this with Sky, they said the original order had to be cancelled and immediately replaced so that Telecare could be recorded correctly. In practical terms I was still proceeding with the same broadband order but under a new order.

When Sky cancelled the first order they told me I would normally receive instructions to return the Sky Max Hub but because they were immediately placing the replacement order I should keep it and use it for that order.

Openreach then attended again on 28 August. Telecare was no longer an issue. The engineer surveyed the property and confirmed that Full Fibre can be installed but said further external work is needed. Openreach is now meant to plan and arrange that work. I have not been given a new installation or activation date.

Meanwhile Sky sent me a second Sky Max Hub (!) despite telling me they would not. I therefore have the first Hub, which is opened, and a second identical Hub still sealed. I know how to return equipment; what I need Sky to tell me is which Hub/serial number is attached to the live replacement order and which one they want returned. Or, if this is of no import, just to confirm I am to send back either one.

I also need someone at Sky to confirm that the replacement broadband order remains live and that the Openreach work identified on 28 August is progressing. My difficulty is finding a way to reach anyone who can actually see and deal with those account/order details. That is the part I was hoping others might be able to help me navigate. Any way I try to contact them hits a wall. It is very frustrating.