New installation next week, router not been sent, Openreach engineer not visited yet

[JustKatie]

OK, my Sky full fibre order installation is due next Thursday (17 October) and the order tracking says the installation is "in progress".

BUT

1) The website does say "Your new Sky hub will be posted 3-5 days before your activation or visit date" and, as of tonight, I've had no confirmation that this has been done. There are only three working days left before the scheduled installation date, and the site also says "Usually, your hub should arrive a few days after it’s posted", so what on earth are they playing at?

2) I was under the impression that the Openreach engineer was supposed to be doing the external works today, but nobody showed up. I may have got that mixed up somewhere, though.

Given that the router package hasn't been sent, I am concerned that I won't actually be up and running on the scheduled date of 17 October. I work from home and have already given my cancellation notice to Virgin Media, so I am not happy about this.

So I called the helpline and explained my concerns to the guy who answered. I first asked when the Openreach engineer would show up and he said he's scheduled to appear on 17 October, the same day as the Sky engineer(!) I mean, what could possibly go wrong? </facepalm>

I also mentioned that the router package hasn't been posted yet, so I have little faith in it arriving on time given the "3-5 days before your visit date" and "your hub should arrive a few days after it’s posted".

The support guy said "don't worry" and that everythign will be OK on the day. But I'm hardly inspired with confidence as I found his tone to be rather disinterested and non-committal, in all honesty.

So what have people's experiences been of installations being done when they say they will do them - and how quicklly did they rectify things if they had c*cked up like I think they are likely to do here?

Thanks. 🙂

[Chrisee]

@JustKatie As the websitecstates hubs are dispatched to arrive aday or so before install so Unipart who handle Sky's logistics are only now coming into the period when the hub should be dispatched.

Openreach do not schedule external work and complete these tasks as it suits their local schedule often a team will complete external and internal work on the same day. Check the order status in the My Orders section of the My Sky app for any updates. 

[JustKatie]

Thanks, Chrisee, but part of the website that I've seen concerning my order (the order tracking FAQ) actually states "Your new Sky hub will be posted 3-5 days before your activation or visit date" and "Usually, your hub should arrive a few days after it’s posted. We’ll have sent you an email or text to tell you when we posted it."

I have had no such email or text to date, and in fact the tracker still says the router package is "awaiting dispatch".

I don't know what part of the website you are quoting which contradicts the above, but if what you're saying is right about the dispatch and the order tracking FAQ is wrong, then the latter needs to be amended.