Missing promised new router to enjoy benefits of faster broadband speed ( It's the G that I need!)

[Abigfat0]

I was persuaded to upgrade to Ultrafast One, which requires a new router to be sent in advance of the BTOpenreach engineer's visit, this took place on Nov 20th, this never happened.Subsequently my twice weekly calls did not garner any success. I am still waiting for the correct router to be delivered.

BTW I am now a wizard at uploading photos on Sky's app to show wiring, ports and even model numbers, though this has not generated any meaningful progress.

So, all to no avail.

Despite untold calls, promises from varied and numerous staff, including a visit by a SKY engineer on DEC 9th I am still without the correct piece of kit,  Oh, my phone service was down for a fortnight too as a consequence of the botched job.

Do you think I have been patient enough?

Is this the usual standard of service for VIP customers?

Is it beyond the wit of  staff employed at Sky to successfully coordinate this task?

Any suggestions to penetrate the labyrinth call system, AI chat bots, being routed overseas, please feel free to jump in before I, in turn, jump off the nearest cliff, consumed with despair and disbelief at such appalingly dreadful treatment .

I do, however, retain a smidge of hope that my lovely wife does not have to cite Sky during the eulogy,shoud I succumb to inertia and early onset with all this delay.

Please pray for us both

Or instead, kindly send us a cheat code, email address, named person/ department, phone number for us to escalate to 

[mae-3]

@Abigfat0 

It sounds like you are being/have been upgraded to G.fast which is ultrafast 1 and does need an SR204 Sky router, G.fast goes via the standard telephone wiring like VDSL2 (superfast) but needs a new G.fast faceplate fitting by BT Openreach and you are quite right and state needs a new Sky Hub router model number SR204.

Full-fibre optic (FTTP) will work with the standard SR203 router that Sky supplies usually as standard.

[Chrisee]

@Abigfat0 if you service is working you have the correct router however I can see that your post has been escalated to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Abigfat0]

Thank you for the prompt insight, really handy. I failed to point out I still have an  original 03 router, having already returned another identical model,sent in error. The only reason it works is because the kind Openreach engineer used his personal equipment in a fusion/patch up job to facilitate/enable the faster spped of service. Thank God he was kind enough to do so. I did promise to return his router, although I am now quite embarassed as it has been over a month.

I am weary at the prospect of repeating my story yet again, even I'm bored of it, but, can, at last, according to you, expect some contact directly from Sky, maybe even today.

Hooray.

[Lisa-P1987]

Hi there Abigfat0, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.