New router

[damienwaite]

Morning!

Yesterday my internet was due to go live and I received the text to say it had all been set up. After trying all day to get my router to connect to the internet I decided to phone the help desk. 

After an hour of them trying to work out what was happening they decided that I need a new router. They told me they had cancelled a visit from an engineer and would be posting a new hub for me. 

I've checked my order tracking today and it's showing that I had a router delivered yesterday (I didn't) and have an engineer visit booked but no time frame given. 

Is it possible to check that I do in fact have another router on the way? Also an ETA on when it will arrive? I normally get email updates as well when items are due to me but I've not had that either. 

Any help would be much appreciated. 

Thanks! 

[TimmyBGood]

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@damienwaite wrote:

Yesterday my internet was due to go live and I received the text to say it had all been set up. After trying all day to get my router to connect to the internet I decided to phone the help desk. 

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Have you tried the router today?  It's quite common for a new connection not to work until midnight on the activation date, despite what the text says.

[Chrisee]

@damienwaite normally it takes 3 or 4 days for a Sky hub to arrive unless they expedited it via a courier as the normal route is by post. It all sounds a bit odd so I have escalated your post to a Sky team who can check what is happening. They should send you an invitation later today to chat through the forum where a chat button will appear.

[damienwaite]

Hey,

Yer I've tried today and go through the self fixes that sky asks you to do with no joy. 

Thanks for the reply! 

[damienwaite]

Hey,

Thank you for this, hopefully it will get sorted with a representative. 

Thank you for your swift response and escalation. 

[dmy24]

Thank you for escalating this. We have sent an invite to chat 🙂

[Lisa-P1987]

Update - Spoken to damienwaite, we have booked an engineer to attend for this 🙂