Equipmet hasn't arrived

[feedthepoor]

Sky is saying that our new high speed broadband hub has been delivered, but ll we have received is an envelope contgaining two cables and an instruction leaflet on how to get our new broadband hub up and running, Buit there is no hub. I cannot find any way to contact Sky about this on the website.

[caesarome]

@feedthepoor 

Did they actually say you will be getting a new hub because usually if all they have sent you is a cable this is because with fibre you can continue using the one you have so the cable is to be used to connect it to the ONT once this has been installed inside your property.

[feedthepoor]

They have not told us whether we are getting a new hub nor not. However the hub we have is newish. Are we supposed to guess?.

[caesarome]

@feedthepoor 

If it is fairly new and the fact you have only been sent this cable does suggest you are not getting a new one as the one you have will work with Sky fibre.

[feedthepoor]

It's confusing because the enclosed leaflet shows "what's included" and says that a broadband hub is included in the shipment. Do we ignore this?

[caesarome]

@feedthepoor 

Does your account here show that a new hub was due to be sent to you:

https://www.sky.com/ordertracking

[feedthepoor · Accepted solution]

The account says that we will be sent a conversion kit but doesn't say if it includes a new hub. However the AAI assistant says that we will be sent a new hub if we don't already have one, As out hub is newish we are probably OK. Thanks for your help.

[caesarome]

@feedthepoor 

As your hub is fairly new and because they are sending you a "conversion kit" which is actually just a ethernet cable to connect it to the ONT it looks like you will not get getting a new hub as the one you have will do the job.