Engineer Due today, Sky Max Hub has not arrived!

[Dan1martin2]

My engineer visit is due today, and my Sky Max Hub has not arrived!

According to Royal Mail, it has been at the West Midland Super Hub since Thursday, and gas been saying "We expect to deliver your item today" since Friday!

I was hoping it would arrive this AM, but no luck, and I am currently waiting for an engineer to arrive.

[Dan1martin2]

I have a "spare" sky hub router (not Max) that my mum had. Can I use that in the meantime?

[cookiemonsteruk]

@Dan1martin2 

What sky connection are you getting . Superfast fttc or ultrafast fttp? Sky hubs er115 should also work on ultrafast as well as fttc as does the sky broadband hub sr203

Which hub does she have.  ?

[Dan1martin2]

It's the fttp connection and the hub my mum has is an SR203

[cookiemonsteruk]

@Dan1martin2 

Firstly if your mum has moved away from sky then the sr203 should have been returned other than that the sr203 will work until you get the sky max hub

What time are you getting the fttp installed? Post back here if the hub still hasn't been delivered by last post so we can escalate to sky

[jamesn123]

@Dan1martin2 

You may have to wait a little longer, Royal mail always has delays this time of year

[Dan1martin2]

The router was spare because her initial connection was cancelled by her previous broadband company, so when Sky set up the job again they sent a second router and said not to worry about returning the first.

The engineer has been and has up up and running using that one. I'm going to call Royal Mail shortly to see what the situation is. 

I'll update here with what they say. It's looking lost to ke at the moment as other items posted later using a slower service have arrived well and fine, and they've all come through the West Midlands Super Hub without delay.

Thanks for your help!

[Dan1martin2]

Royal Mail have said that if it has not arrived by the 15th, then I need to contact Sky and ask them to send another one and that they then need to open a lost mail claim with Royal Mail then. So until then we are using this one. 

Can we request that they send a replacement through here or do we need to call them?

[Chrisee]

@Dan1martin2 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.

[Dan1martin2]

Thank you, I appreciate that.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Dan1martin2 an invite to chat.

[Rclette]

Hi, I'm in a similar situation to the OP. 

Placed an order for Sky full fibre broadband just before Christmas. First Openreach engineer came on 2 January, the second is due to arrive within the  hour and my activation date is today. BUT I haven't received the hub - Royal Mail website says that 'we're expecting your order' so it's not even in their system yet. Very disappointing as I can tell from the countless other posts that this is not going to be resolved quickly. 

I've never had this happen before, came back to Sky because it was one of few I've never had problems with...

[Dan1martin2]

Mine bounced back to Sky apparently, so maybe similar has happened to you. Have you got another router to use in the meantime?

[Chrisee]

@Rclette I have escalated your post to a 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.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Rclette.