Hub not delivered

[timmysknapsack]

Our activation date is today (openreach are on the way, as we speak), but I still haven't received our hub. it was labelled as "despatched" on Monday, but has just said "coming soon" and errors when i try to track it. 

[Highlinder]

@timmysknapsack  Have you had any emails  giving you any information on when the equipment is going to arrive?

[timmysknapsack]

Hi Highlinder. No, no emails about delivery, just the ones when I phoned to set things up. The tracking was saying "waiting for despatch" at the weekend and that changed to despatched on Monday. So I thought it wouldve arrived. Even by Royal Mail 2nd class, that's late.

I'm just getting anxious as, I moved to Sky after an abismal home move from talk talk, which has left us with any internet since July 14th! So I was hoping for a smooth transition and we'll be up and running today, but here we are...

[Highlinder]

@timmysknapsack I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

[cuke]

@timmysknapsack if you have a tracking number, should end with GB, paste it in the then box and see what comes up https://www.royalmail.com/track-your-item

[Highlinder]

@cuke  That's it they don't have any tracking number as it has not ben dispatched.

[timmysknapsack]

Thanks @Highlinder. I looked back and i did get a text on Monday which said "Your Sky Max Hub is on its way". And as there was no tracking, assumed it was just normal Royal Mail.

Does it look like it may not have been sent then?

[cuke]

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@Highlinder wrote:

@cuke  That's it they don't have any tracking number as it has not ben dispatched.

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Ok, I think in your case I would have phoned Sky by now, however you have a one to one PM arranged so you can either wait for that or ring.

You haven't a Sky hub already have you?

[Addie15]

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

[Highlinder]

@cuke  But I am not the person waiting on the equipment that would be @timmysknapsack  is waiting for the equipment.

[timmysknapsack]

@cuke i did call yesterday, but the person i spoke to said it could arrive today. I asked if it was post and she said it could be DPD (but really didn't sound sure). I also know dpd definitly send out email/texts to track. so i was certain it wasn't dpd

[cuke]

@timmysknapsack indeed DPD do and you should have a tracking number in the Sky 'My Orders'. Have you the DPD app as that links to your mobile number and address and should automatically tell you if a delivery is due. 

[cuke]

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@Highlinder wrote:

@cuke  But I am not the person waiting on the equipment that would be @timmysknapsack  is waiting for the equipment.

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My apologies, a slip of my fat digits on a small screen...

[timmysknapsack]

@cuke @Highlinder apparently, the hub has been despatched, but the tracking says that royal mail are "expecting it". So it won't be here today and certainly won't be here by the weekend. The person in the chat can't (won't) send another hub, but is "investigating" which can take up to 5 working days. 

So I guess i'm stuck. It's so frustrating. We've got sky tv too, so have been unable to use 90% of it as it needs internet for catch up etc. Was actually looking forward to today, but alas another weekend (and possibly another week) without.

[Highlinder]

@timmysknapsack  Normally when Royal mail says they are expecting it. By days end there should be some sort of tracking number available to see.