Internet switched off for 3 weeks and hub not here

[BrianOCU]

Our internet was recently updated so we would receive a new hub and all. Apparently our internet had to be turned off prior to this happening. We havent receive the hub and the internet has been down for 3 weeks now. For about 2 weeks the mobile data Tim the house wasn't working either so huge inconvenience considering I work from home.

For the 2 weeks I have had to pay extra money for my mobile data plan just to work. 

NO HUB received yet. We were told the internet would be reinstated today. That hasn't happened yet. 

We are long standing sky customers so I’m struggling to understand why it is okay to treat us like this.  The only thing we have received is the Sky puck which is useless with no internet connection. 

[TimmyBGood]

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@BrianOCU wrote:

Apparently our internet had to be turned off prior to this happening

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That's somewhat strange: an 'update' (upgrade?) should not require the end of an existing service prior to activation.

Do you have any information on what this update/upgrade actually was?

[BrianOCU]

Hi, 

thanks for getting back to me. I thought it was strange too. For 3 weeks as well. And yes this was an upgrade. 
See below: 

what you ordered:

Sky TV

Sky Stream puck

• Sky Ultimate TV - Sky Entertainment with Netflix
• Whole Home

Sky Broadband and Talk

• Sky Broadband Superfast
• Sky Pay As You Talk
• Sky Line Rental

[TimmyBGood]

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@BrianOCU wrote:

Sky Broadband and Talk

• Sky Broadband Superfast

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OK, so 'Superfast' can be delivered over either FTTC (copper) or FTTP (optical) broadband.

Do you happen to have an idea of what broadband product you were upgrading from?

There might also be a clue if you put your address in here:

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

(If you post the resulting image, remove the address details first)

It's useful to have the first few lines below the speed table as well as the table itself.

[BrianOCU]