Hub delivery

[Sammy30]

I was just wondering if anyone knew how long the hun takes to arrive as my activation date is on friday

[Daniel0210]

@Sammy30 

Sky aim to dispatch routers to arrive 'a day or two' before the activation date. 

[boy-janner]

Activation today (25/11/24) and no hub received. Have managed to get online using an old router. Rung Customer service 4 times since the hub was due (20/11/24) plus an epic amount of emails to and fro. Totally fed up with Sky's customer service, they never answer the questions asked and tell you they've called and left a message. That message is on their 0800 system, not on my phone number and my phone shows no missed calls!! Still waiting to hear when my hub will be delivered, strangely they have managed to tell me how much and when I will be billed!

Have raised a formal complaint. Unfortunately, snail mail so it'll take a while.

As to my hub, their last message said "wait a reasonable amount of time". It was due 5 days ago!!!

[boy-janner]

Update: 11/12/2024. Still no hub. Pushed from piller to post by Sky customer service who admit the hub they sent to the wrong address has been returned to them  on 28/11/2024. Complaint has apparently been escalated but no one can give me a date for delivery of my hub. It's always waiting on another department.

My complaint is now with the "Executive Support Team"!!! who appear to be just as ineffectual as their other, so called, customer support departments.

I have received a months credit on my bill but, this is no substitute for simply providing what I signed up for. A dreadfully company who should be ashamed of themselves. Feel I have no alternative now than to take my complaint to the CISAS.

[Chrisee]

@boy-janner no point in going to CISAS at this stage as they definitely cant get you a hub. They cannot get involved until either Sky have issued a deadlock letter or 8 weeks has passed since the complaint under the Ofcom approved complaints procedure. 

In general the exec support team are excellent and can perform what in Sky terms are miracles so not entirely sure what has gone wrong but given Sky's logisticcs are run by Unipart who knows.

[boy-janner]

Thank you Not a Sky employee. I am well aware of the 8 weeks and the official complaints procedure. This appears to be more than Sky are aware of under the Consumer Rights Act ie: non delivery of goods in this case, The Sky hub and the Sky Talk telephone service. The Consumer Rights Act states "delivery must be made without undue delay and within 30 days from the point of purchase". As the order was place early in November the 30 days has been exceeded.

As to the 8 weeks, the complaint was first raised on 20/11. The day the hub failed to arrive , so just over 3 weeks and counting.

I am posting these updates purely for other Sky customers to read and take what notice of them they choose. The only replies that are of interest to me would be from those who have had the same issue and how and over what time span the issue was resolve.

Anyway, thank you again for taking the time to reply, even if it was not helpful in my case. I can only hope that I will eventually find Sky and their Customer Service as helpful and effective as you seem to have.