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Discussion topic: My hub hasn't arrived...

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This message was authored by LindsayChapman This message was authored by: LindsayChapman

My hub hasn't arrived...

Due to be connected to sky broadband tomorrow- I haven’t received my hub yet? Any suggestions?

unable to be without WiFi for work purposes

 

Moderator note: subject of thread updated to better reflect the conversation


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This message was authored by KevNewMedia This message was authored by: KevNewMedia Answer

Re: My hub hasn't arrived...

Posted by a Sky employee

Hi Everyone

 

Firstly, thank you for bringing this problem to our attention.

 

We had a problem with orders reaching our warehouse from our internal systems. This problem has now been fixed, however if you still haven't received your hub, please get in touch and we will get it dispatched as soon as we can.

Thanks
Kev
Community Manager

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This message was authored by AVM+music This message was authored by: AVM+music

No hub

Paid for installation and activation for the fourth, engineer came out and set everything up, but no hub has been delivered. 

what is the point of offering a setup and connection date if you can't even supply the hub???

 

first customer experience with sky and seriously not happy!

This message was authored by Highlinder This message was authored by: Highlinder

Re: No hub

Posted by a Superuser, not a Sky employee. Find out more

@AVM+music  Was today your activation day for your braodband? What does it say about your router delivery in track orders in my account?



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This message was authored by Highlinder This message was authored by: Highlinder

Re: No Hub

Posted by a Superuser, not a Sky employee. Find out more

@LindsayChapman  What information is there in track orders in my account saying?



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This message was authored by AVM+music This message was authored by: AVM+music

Re: No hub

The tracking informstion links back to the main help page, can't find anything else on it. 
yeah July 4th was activation day 

This message was authored by Chrisee This message was authored by: Chrisee

Re: No hub

Posted by a Superuser, not a Sky employee. Find out more

@AVM+music its possible the install date has slipped which is quite common where lines are being upgraded to full fibre however there has been a rash of missing hubs which we have raised with Sky.

 

To help you I have escalated your post to Sky who should message you shortly offering an online chat through the forum. Look out for their message and the chat icon which will appear on thecfirum pages. They should becable to tell you what is happening.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Kentpete1234 This message was authored by: Kentpete1234

Sky hub hasnt arrived

Hi 

My sky fibre goes live today but I have not received my sky hub. In my orders it still says coming soon, I am a new customer any advice would be appreciated thanks

This message was authored by Highlinder This message was authored by: Highlinder

Re: Sky hub hasnt arrived

Posted by a Superuser, not a Sky employee. Find out more

@Kentpete1234 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

 

More information can be found in the link below about this process.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 



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This message was authored by Kentpete1234 This message was authored by: Kentpete1234

Re: Sky hub hasnt arrived

Thankyou for escalating this

This message was authored by RichHelp This message was authored by: RichHelp

Sky hub not arrived

I am now live and got all my TV pucks for Sky Stream and keep getting loads of emails about getting going but Sky have failed to send me a router! I arranged it weeks ago so it would be there when I needed to work from home but now customer support are saying they'll get my router sent within 5 working days! How am I supposed to work from home for a week without it and how can I speed the delivery up?!? I'm willing to pay for a courier if need be, especially as I've still had no confirmation from Royal Mail it's on its way! 

This message was authored by Chrisee This message was authored by: Chrisee

Re: Sky hub not arrived

Posted by a Superuser, not a Sky employee. Find out more

@RichHelp we are seeing loads of similar posts and we have asked Sky to look into what is going on. I have escalated your post to Sky who should message you an invitation onto an online chat through the forum where a chat icon should appear. Not sue if they can expedite a hub to you but its worth asking.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by RichHelp This message was authored by: RichHelp

Re: Sky hub not arrived

Thank you Chrisee! They offered me £5 for the inconvenience of not having broadband for a week (and to refund me as I'm already paying!) but it's not about the money, I need the service!! 

I'll wait to see if they contact me to help expedite......

This message was authored by Chrisee This message was authored by: Chrisee

Re: Sky hub not arrived

Posted by a Superuser, not a Sky employee. Find out more

@RichHelp just heard from Sky that there was a systems issue stopping some dispatches so hopefully it. Should get sorted but do respond to the chst when it opens

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Dolly130 This message was authored by: Dolly130

My broadband router hasn’t arrived

My internet went live on Monday but my broadband router still hasn't turned up. I rang them yesterday and they said there was a fault with dispatching the routers. They said they would get one sent out in 48hrs but my order still states it's waiting for dispatch and no date has been given. I don't know what to do. I moved in my new house last weekend and I have not been able to settle due to everything running off the internet ie working from home. I set this up two weeks before moving in so it was already.  The annoying thing is that the stream box arrived 2 days after setting everything up. 

This message was authored by GD1 This message was authored by: GD1

Re: My broadband router hasn’t arrived

Posted by a Superuser, not a Sky employee. Find out more

@Dolly130  I'm not sure if the Community chat team can help but I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

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