New broadband installation, no equipment

[Seky75]

Hi

Just wondering if anyone had encountered anything similar?

Had openreach install fibre Monday, so sky kindly told my current provider to cancel as new services were installed. 

However, sky have not sent me any equipment so I now have no tv or Internet. 

I have called sky daily, being told we've shipped them out, but can't give tracking details, only to find out Thursday that they still haven't sent anything as the system won't let them, so they'll have to message back office, which at this point still haven't replied. 

With the bank holiday on us, I'll be looking at 2 weeks with no services, and that's if someone does actually sort it, which at the moment, I'm incredibly doubtful. 

Is it really that hard to get a router from sky, and how can anyone not know what the issue is.

Is this usual service or am I just unlucky?

[TimmyBGood]

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@Seky75 wrote:

Is this usual service or am I just unlucky?

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Sky Broadband supplies about six million UK properties: with the average industry churn rate that's several thousand Hub despatches every day.  Unfortunately a small percentage of these are likely to go wrong, so luck does play a part.

[caesarome]

@Seky75 

Does anything appear here for you:

https://www.sky.com/ordertracking

If not you might want to register a complaint:

https://www.sky.com/help/complaints

[Seky75]

I've registered a complaint, it's more around they still can't issue me a router and nobody knows why. Was wondering if anyone had encountered similar so they can resolve it.

At this point in time I've no idea when or if I'll ever get a router sent out. It can't be that hard surely?

[TimmyBGood]

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@Seky75 wrote:

Was wondering if anyone had encountered similar so they can resolve it.

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There's been a somewhat higher number of such posts recently, which might suggest a logistics issue.