New customer - no contact over broadband

[Mayonnaise1233]

Hi, I recently ordered sky broadband (I am brand new to Sky) and my installation was TODAY ! . I have just received the router in the post.

I had an email thanking me for my order and recommending I download the mySky app and make an account, which I did using the same email as used to submit my order. Problem is, the order isn't showing up on my account and come to think of it, I never got a "proper" email providing full details of my order/next steps. I searched this issue and it seems to be somewhat common and posting here appears to be the best way to get it resolved. Can anyone please help? Thanks

[Highlinder]

@Mayonnaise1233Do already have any other services with Sky or have had them in the past?

[Mayonnaise1233]

No I have not , first time 

[Highlinder]

@Mayonnaise1233  Did you install the router as per the directions in the box and did it connect okay or not?

[Mayonnaise1233]

Never received the router ! No tracking either , just an email 

[Highlinder]

@Mayonnaise1233Your original post said you received the router today, or am I reading that wrong?

[Mayonnaise1233]

Oh I am so sorry that was a spelling error ! It should of said I haven't 😞

[Chrisee]

@Mayonnaise1233 I am escalating your thread 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 onnthe 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.

You msy not be aware but the setting up of a new service is not under Sky's direct control as tge work is done by Openreach whose network Sky uses. Openreach may have hit an issue and changed the date for your service. Sky should have emailed you but non-receipt of the hub implies dates have changed. Hopefully the forum team can sort this for you.

[JimM1]

@Mayonnaise1233 Once your account is set up correctly and you have access to it, all of the relevent details will be in the message section, if you are having some account issues, you would also be better to call sky direct in case there has been some admin error with your details.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.