Hub not delivered

[timmysknapsack]

@Highlinder I did get a tracking number from the person in the chat. And when tracked it was "despatched" on 2nd, but thays it. No movement after. I imagine it's sat in a post bag at he warehiuse with other people's hubs waiting to be collected.

I think I need to start having a look elsewhere. Failing at sending the hub out is shocking, and does not  bode well for the future. After being strung along by talk talk for 2 months I'm definitely not going down that route again 

[timmysknapsack]

@cuke I haven't got a sky router/hub but will another router work? I still have our talk talk one.

If not, will an older sky hub work? I'm thinking of scouring marketplace just to get something in the meantime,  ut don't want to bother it it won't work

[cuke]

---

@timmysknapsack wrote:

@cuke I haven't got a sky router/hub but will another router work? I still have our talk talk one.

If not, will an older sky hub work? I'm thinking of scouring marketplace just to get something in the meantime,  ut don't want to bother it it won't work

---

Unfortunately don't know if your talk talk hub would work but did you have your online chat in the end? Even though they are not responsible for any couriers, have you tried contacting them by the way, I certainly would be on to Sky and pinning some ears back and asking them what are they going to do to resolve this to your satisfaction.

[timmysknapsack]

@cuke thanks for the reply. I did try the talk talk hub ( i had nothing to loose), and it didn't work. 

I did have an online chat, they said they couldn't send a hub until the other one "failed or gets rejected", whatever that meant. Just told me it needed up to "5 working days" to investigate.

I did send a slightly snotty email complaint too. They told me "2 to 3 days" to solve, however this morning I've been told a new hub has been sent. Perhaps my even snottier reply to their email got things moving!

I think what frustrates me, is everything always takes days and days to investigate. Theres no urgency to getting things solved. I realise I don't know the ins and outs of it, but 2 to 3 days to resend a hub. It just seems ridiculoulsy slow. They did say i would get "compensated", so just waiting to see exactly what that means

[timmysknapsack]

Well, it looks like i spoke to soon!! The email reply I got this morning, was for a different email complaint. They still have no idea what's going on but there's "something on the account stopping them reordering the hub".

What an absolutle shambles! I'm sincerley regretting coming to sky now. 

[cuke]

---

@timmysknapsack wrote:

Well, it looks like i spoke to soon!! The email reply I got this morning, was for a different email complaint. They still have no idea what's going on but there's "something on the account stopping them reordering the hub".

What an absolutle shambles! I'm sincerley regretting coming to sky now. 

---

I have always had exemplary service from Sky but it does seem sometimes that when they **bleep** things up they then just dig a deeper hole for themselves. I don't know why it is but the phone representatives just seem not to have any empathy and understanding from the customers point of view.

[timmysknapsack]

@cuke Yeah, me too. I've been a sky tv customer for getting on 2 decades, and on the whole they're fine. Apparently, there's "an error" on my account.which is stopping them resending the hub (which wasn't sent in the first place!). The real annoyance here, is there is a really simple solution but they can't work around the technology side of things. It's frustrating and really stressful; my wife is getting behind on course work that she can't do, I can't work from home (plus i'm having to spend time at work monitoring the chat for updates) and my kids cant do school work or interact with friends in the evenings/weekends. Which is causing my autistic son some massive amounts of anxiety! 

They're apparently going to compensate me, but that compensation won't change any of the above and its all just hollow apologies.

I'm already looking at other providers but they're all 2 weeks for activation. so i'm a bit stuck really

[cuke]

---

@timmysknapsack wrote:

@cuke Yeah, me too. I've been a sky tv customer for getting on 2 decades, and on the whole they're fine. Apparently, there's "an error" on my account.which is stopping them resending the hub (which wasn't sent in the first place!). The real annoyance here, is there is a really simple solution but they can't work around the technology side of things. It's frustrating and really stressful; my wife is getting behind on course work that she can't do, I can't work from home (plus i'm having to spend time at work monitoring the chat for updates) and my kids cant do school work or interact with friends in the evenings/weekends. Which is causing my autistic son some massive amounts of anxiety! 

They're apparently going to compensate me, but that compensation won't change any of the above and its all just hollow apologies.

I'm already looking at other providers but they're all 2 weeks for activation. so i'm a bit stuck really

---

It's like they just cannot, or are unable to overide their systems and really, in these cases, they should be able to to refer higher up to get someone who has the authority to. But unfortunately you cannot use those above work from reasons as the package you've purchased is for home use only.

But yes, very frustrating and I feel for you, having worked in several special needs schools I have some empathy.

[timmysknapsack]

@cuke It's more just some catch up work that i can normally do, rather than actual work from home, but its still frustrating.

I'm onto the 3rd working day and still no solution in sight yet. I can't understand why this is taking so long. It's bizarre. But i see from other community posts that non delivery hubs seems to be pretty common

[TimmyBGood]

---

@timmysknapsack wrote:

But i see from other community posts that non delivery hubs seems to be pretty common

---

On a typical industry churn rate and supplying six million households with broadband, there are presumably many thousands of Hubs in transit at any point in time: unfortunately that does suggest some transactions will go astray.

[timmysknapsack]

@TimmyBGood Oh absolutley. There are going to be mistakes and problems. But it's how you deal with those problems that define a company. And a company as big as Sky should be able to deal with problems better. Quicker. It shouldn't take 5 days to sort something like this out. 10 days, if we're counting from the day the hub should've originally been sent.

[timmysknapsack]

An update; so, our hub finally arrived yesterday. Set it up. Red light. Tried everything i could think of. still red. 45 mins on hold to speak to Sky. Told me to uplug it for 5 mins and try again. and then to reset with the wps. tried both. still red. another 45 mins on hold, was told to leave it on for 8 hrs as sometimes they take time to update. It sounded a bit like **bleep** to me but did it anyway. Still red in the morning. The line is fine, it's the hub.

A replacement is being sent out in "24-48 hours". They "can't" guarantee a delivery for tomorrow, although we all know that can't really means "won't" pay the extra for it. Which seems strange, as they seem happy to pay compensation for the non start of our service.

So, here we are, a week after our activation without internet for a second weekend in a row. 

[cuke]

---

@timmysknapsack wrote:

An update; so, our hub finally arrived yesterday. Set it up. Red light. Tried everything i could think of. still red. 45 mins on hold to speak to Sky. Told me to uplug it for 5 mins and try again. and then to reset with the wps. tried both. still red. another 45 mins on hold, was told to leave it on for 8 hrs as sometimes they take time to update. It sounded a bit like **bleep** to me but did it anyway. Still red in the morning. The line is fine, it's the hub.

A replacement is being sent out in "24-48 hours". They "can't" guarantee a delivery for tomorrow, although we all know that can't really means "won't" pay the extra for it. Which seems strange, as they seem happy to pay compensation for the non start of our service.

So, here we are, a week after our activation without internet for a second weekend in a row. 

---

I feel your pain, it is frustration I used to have to deal with as a former IT Technician.