Haven’t received router - getting online

[SkySkyBlueBlue]

I'm a new customer and my broadband was activated on Friday but my router still hasn't arrived. Sky have dispatched another one but are sending it by Royal Mail who are now on strike. At this rate I might not get it until next week and I need to work from home now. Can I get online without the sky router? I have a BT Openreach ONT inside the house and wonder if I can connect a TP Link router or similar. Also will I need any Sky passwords to get up and running?

Thanks 

[Chrisee]

@SkySkyBlueBlue some third party routers can connect to Sky's fibre services but unfortunately TP-Link units are not normally suitable Asus and Netgear normally are as they support DHCPv4Option61. If you call Sky try asking them to courier you a hub overnight by DPD it has happened before in similar circumstances you simply return the second hub when it arrives.

[Jezniel]

Hi

Im having the same issue and activation is tomorrow. I asked Sky to send me another one via next day delivery but customer service said they only use RoyalMail and there's nothing they can do. She can't order me another one until after activation date either. She said if i order another one then the first one will not work when it arrives. So I risk getting more delay if I get another one tomorrow when activation date is live and it hasn't arrived. Not quite sure what to do. Wait or order another one which may not come any earlier anyway.

what did you do in the end?

Thanks

Jen

[Highlinder]

@JeznielIs there any tracking information in track orders in my account about your router delivery or does it say coming soon?

[Jezniel]

It's been in transit at Jubilee MC since last Thurs. Royal Mail told me there's a delay due to strike ....

[Highlinder]

@Jezniel  Had an instance of waiting on something that was supposed to arrive last week. But only came today. With the routers they are normally on 48 hour delivery. Would keep an eye on the tracking.

[SkySkyBlueBlue]

My router finally arrived. I wasn't able to get any other router working in the end. Just amazing that Sky sent out a replacement router via Royal Mail whilst on a strike (on the same day that I had to wait in at home with a 15 hour delivery window for the TV pucks with DPD).

[jamesn123]

@SkySkyBlueBlue 

Sky's broadband & TV divisons will likely have completely different distribution methods and/or locations its not as simple as just sticking it on a DPD van

[Jezniel]

Thanks for all your response. We have now received the Sky router. But we can't connect for a few weeks now because apparently the neighbour has their line registered to our address and due to OFCOM guideline, Sky can't disconnect them until they switch the neighbour to another line before they can get us a new  application to connect us. This is appalling as now I will be without broadband for a month if not more. I don't understand why there's no way to expedite this given the issue. Enough of the rant. Thank you!

[Jhills]

My router was supposed to arrive on Monday 19th December and it hasnt. Howvere my contract is now live and I am paying for WI-Fi that I cannot use. What is the best way to deal with this??

[cookiemonsteruk]

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@Jhills wrote:

My router was supposed to arrive on Monday 19th December and it hasnt. Howvere my contract is now live and I am paying for WI-Fi that I cannot use. What is the best way to deal with this??

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@Jhills 

What does it say in your orders on your my sky app or sky.com account?

[Jhills]

It says Sky Broadband Activation - Completed 

Sky Hub Delivery in Progress - Monday 19th December

[cookiemonsteruk]

@Jhills 

Keep logged onto the forum using preferrably a chrome browser

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/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.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Jhills]

I cannot see an invite to chat??