No delivery router

[Rafal256]

Hi, I need help with my broadband order because I have an ongoing issue with the delivery of my router.

My broadband service is already showing as active, but I still have not received the Sky router/equipment, which means I cannot use the broadband service I am paying for.

I have checked my post and there is no delivery waiting for me. I need you to check exactly what has happened with the router and provide me with the following information:

• When was the router dispatched?
• Which delivery company was used?
• What is the tracking number?
• When was it expected to be delivered?
• Has it been returned, lost or delayed?

If the router has not been delivered, I need a replacement to be arranged as soon as possible. I do not want to simply be told to wait without knowing where the equipment is.

The service is active, I am being charged for it, but I currently cannot use it because I have not received the required equipment. I would like this resolved urgently and would also like you to confirm whether I am entitled to a credit for the period I have been unable to use the service.

[caesarome]

@Rafal256 

As you are only talking to other customers on here all we can ask you is if anything is showing here regarding the hub:

https://www.sky.com/ordertracking

[Daniel0210]

@Rafal256 
If you are new to the forum then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

When was your agreed (not provisional) activation date?

Hubs for new activations are normally dispatched via Royal Mail to arrive a 'few days' prior to the 'activation date'.

Once dispatched you should be able to track it through Royal Mail. The postman/woman will usually leave it hidden if no one is in. You shouldn't need to sign for it.

They should also pop a card through the letterbox telling you where it was left and the tracking should show some information on it too.