Hub says delivered but not received

[LaneG]

MySky tells me that my broadband hubhas been delivered, but it has not arrived.

The engineer came today and everything appears to be ready, but I still have no hub and therefore no broadband.

When I telephone Sky I get a recorded message saying they can't assist with enquiries and to go to online help!

Not impressed with Sky so far!

[Chrisee]

@LaneG I am escalating your post to a Sky team who should invite you onto a chat session through the forum where a chat icon will appear. Hopefully they can sort this for you.

[Addie15]

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

[LaneG]

So, the helpful Adviser found out that the courier marked the hub as 'delivery failed' which most likely meant it was damaged as no courier came to my home to try to deliver it.

It has been returned and was received back at the depot today, so that's why it was saying 'delivered' (delivered to depot, not to me)..  The adviser requested a new hub be sent.  Great!

However, I have now received a vaguely threatening email saying my 'replacement' hub is on its way and that I MUST return my old hub as THIS IS THE PROPERTY OF SKY!  Words fail me.

Please explain how I am supposed to return something that was never delivered to me, and that has already been returned to, and received by, Sky.

[Chrisee]

@LaneG I would not worry too much I suspect the message is an error. If you get chased later post again and it can be sorted for you.

[LaneG]

Thank you @Addie15 and @Chrisee