Moved into a house with Sky Q and router left by previous owner

[Mark_]

I have come here as I'm having no luck speaking with Sky customer service, so I am hoping that someone can support here.

I have moved into a new house and ordered Sky TV & Broadband. The hubs are currently in the post to be delivered today or tomorrow, however it says it is not due to be set up until the 10th October, I'm assuming because they want to send an Engineer out. The previous owner already had sky fiber in the house (there is a Sky Q box and router in the property), so I am wondering if it is necessary to send out an Engineer, or if we can just plug the hubs in and activate it ourselves to get it setup faster?

[GD1 · Accepted solution]

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@Mark_ wrote:

I have come here as I'm having no luck speaking with Sky customer service, so I am hoping that someone can support here.

I have moved into a new house and ordered Sky TV & Broadband. The hubs are currently in the post to be delivered today or tomorrow, however it says it is not due to be set up until the 10th October, I'm assuming because they want to send an Engineer out. The previous owner already had sky fiber in the house (there is a Sky Q box and router in the property), so I am wondering if it is necessary to send out an Engineer, or if we can just plug the hubs in and activate it ourselves to get it setup faster?  No, that equipment should have been returned by the previous occupant, even if the broadband is still live (which it sounds like it isn't) it's not your account to use.

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[Mark_]

Understood on the equipment, but our own hubs are coming in the post - we're not talking about using the ones previously left. The point was more - why exactly is an engineer needed if our equipment is on the way and the sky fiber is already in the house. Can we not connect it and set up remotely?

[GD1]

@Mark_  You may or may not need an engineer for broadband the community can't tell you anything about that.   However even if you are remotely activated it won't be until the go live date.

If the Engineer is for Sky Q they will need to check the dish etc.

[Mark_]

Thanks - is there a good number to call sky on where I can ask them? They keep pushing back the engineer visits so I'd like to see if I can do it remotely to save weeks of no WiFi if they don't even need to come out. If we can do it remotely, can the go live date be brought forward?

[TimmyBGood]

@Mark_ 

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

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

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

[Daniel0210]

@Mark_ 

And when the previous occupants are charged non return fees by Sky for the Sky Q equipment and the hub they're likely to knock on your door wanting them back.

[JimM1]

@Mark_ If sky have said the 10th then that will be the day that OR deal with it even if there work is all remote. You should recieve notification by text which ever way it is being done!