Ordered Sky Broadband and Delayed

[RobBark]

So I ordered Sky Broadband middle of May, was told order was delayed, then all of a sudden today the order changes to go live tomorrow... no hub, no way of connecting to internet tomorrow and Sky telling me they cant cancel the order and essentially tough luck... what the actual. I work from home, have kids playing playstations and sky dont care, didnt even inform me it was going live tomorrow only I checked the order tracking.

Unhappy is putting it mildly. Has this happened to anyone else?

[caesarome]

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@RobBark wrote:

Has this happened to anyone else?

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Although a good few years ago now mine changed over the Sky in the early hours of the morning and like you I had no hub so I called Sky and got the hub three days later.

[RobBark]

Yeah, they are telling me too late to cancel for tomorrow... problem is - everything now days relies on broadband... my TV is Sky Stream, playstations even my heating is controlled over the internet... The Sky Advisor told me 'Not to worry' we will try and cancel and just use your old providers hub... which wont work... its a pain in the back side, and will be terminating my Sky Stream after this... Will be raising a complaint with ofCom too regarding it, there is no regards for customers etc.

[JimM1]

@RobBark What ISP are you changing from, i changed from EE and there hub stayed up and working until i put the sky one on the connection which was well later as the activation came in at 3am so was well asleep, think i changed it over about 2pm.

[caesarome]

When your order was delayed in may did they originally give you another date ?

[RobBark]

Im with Fibrus using the Eero Pro 6E. The EERO routers require the sky hub to function. So cant even try that 😞

[RobBark]

Nope, no updated date. Infact, only by pure chance I looked at the order status and the Sky Experts comments were updated at 9.13am this morinng saying it was placed for activation tomorrow. Royalmail hasnt even got the hub.

[JimM1]

@RobBark Are you on a Full Fibre fttp with the EERO's, 

[caesarome]

If it helps you would qulaify for delayed broadband compensation credit as per this:

https://www.sky.com/help/articles/auto-compensation

[RobBark]

Yeah, FTTP full fibre

[JimM1]

@RobBark Should be transparant then and connection switch from Fibrus to Sky and staying on the EERO until you get the Sky Max if that is what you went for. 

[RobBark]

So, an update, Sky took over the broadband and internet has stopped working as the eero can't autheniticate for sky... so I'm now without internet until at least the router arrives.

[JimM1]

@RobBark Have you received the text that the Sky system is active from them, you mat just have to power off the ONT and the eero for 30 minutes for it to forget the settings, do not see that Fibrus are doing anything special with the EERO router setup.

[RobBark]

Yeah got text to confirm switched and active. FSky uses the DHCP Opt61 for authentication on the router whereas the Eero doesn't support it, so requires the Sky Hub to be connected to the Eero to supply internet 😞

[JimM1]

@RobBark Sky does not specifically need the MER option 61 so i have my Asus router on FFTP with NO mer 61....