Hub not been delivered

[gregg15]

We have switched service from bt - before we could get the broadband sorted open reach were upgrading our area to fibre. This has all be sorted and our sky broadband has been activated but we have still not had a hub sent to us. Spoken to various different people at sky who have said that the date to get on the hub on our account is not until july 29th. Not sure where this date has come from as we would have switched over middle of may but this was delayed due to open reach. sky have said they will expidite the delivery of our hub as a matter of urgency and this should have arrived today according to the person we spoke to on wednesday. We called to get an update yesterday as hadnt had any more info or dispatch info and they assured us it would arrive saturday and all in progress even though no updates. Called again today as still no dispatch confirmation and saying yet again in progress and it now looks like Monday and that they can not give us any more updates. On our account its still showing as July 29th for hub delivery and we have no confirmation that they are expiditing this and apparently wont until its dispatched. Completely stuck on what to do as we have no clear definitive answer to when we will be getting a hub. 

[Chrisee]

@gregg15 Sky equipment is despatched from a warehouse by a third party and communications can be poor so lost hubs while not common do happen. Your post has been escalated to the Sky team who support the forum who should be in touch later this morning offering a chat session through the forum where a chat button should appear. Hopefully they can tell you what is happening.

Openreach completing work early is unusual to say the least but did the Openreach engineer postively tell you the Sky connection was live? You can have a live FTTP service but not have a backhaul connection to an ISP. What worries me is Sky were not apparently aware your service was live which they should be. Is your old BT servicec still working or was that switched off?

[Lisa-P1987]

Thanks for escalating this however this needs to be dealt with by our Order Recovery Team. 

The contact details are at the bottom of the page linked, just click on "Yes, I still need help"

https://www.sky.com/help/home/broadband/join-sky-broadband/new-phone-line-installations/articles/sky...