Router delivery

[Chervaques]

Hi guys just seeking some advice 

we joined sky broadband on 14/02/2025 with our router to be delivered to our new home. The router was attempted to be delivered by Royal Mail but returned to sky as Royal Mail had made the mistake. We have now been trying to get sky to send a replacement router as we still haven't received the original router we have had an engineer out with another booked for the 25th of this month how can I get sky to prioritise getting a router out to me ? 

thanks in advance for any feedback 

[Chrisee]

@Chervaques are you sure Royal Mail returned the unit as normal praxtice is for the postman to leave a card for you to pick up the package from the local mail delivery office?

The issue is until the package is recieved back the system prevents an agent ordering a replacement until after the installtion date.  That can go ahead as the engineer doesn't need a hub to do their work but of course you cant use the connection until you have a hub which are sent out usually by courier.  

[Chervaques]

Thank you for the input I am certain Sky updated and acknowledged that they got the router back on 18/02/2025 but yet they still can't seem to process the fact that we just need a router we have now been allocated another engineer as they seem to think the line is down and I am unable to get them to understand that all I need is a router