Sky Broadband Hub Delivery

[MeMeuop]

Hi all,

My activation date is a week away (29th April) and I haven't received any notification from Sky that my hub has been posted out yet. Is this a common issue as I need my hub set up on the activation date as I work from home.

What steps do I need to take to ensure that I have the hub by the activation date and if not how do I escalate this to sky asap.

Any help is greatly appreciated.

[Chrisee]

@MeMeuop your hub will be despatched to arrive around 2 days before your activation. They come by post. 

[caesarome]

@MeMeuop 

There is nothing you can do to either speed this up or to make sure it is there for your activation date. The status of it should appear here:

https://www.sky.com/ordertracking

[MeMeuop]

Hi thanks for your reply. Activation is on 29th and still no sign of the hub being dispatched. Do you know what happens if my account is activated before the Hub comes? Like can I still use my existing provider etc?

Main reason I ask is that I work from home so need internet access. 

thanks 

[mormegil]

Was the 29th the date you were given when the order was placed or have you received the later confirmation that the order has been accepted? The hub will not be issued if openreach have not yet accepted to supply the order

is your order an upgrade of an existing sky service? If so you may be using the same hub

[Chrisee]

@MeMeuop as pointed out therexsre usally a reason for the hub not yo be sent so check the My Orders section of the My Sky app or ebsite. If there is a delsy then your existing connection should stay up. However if the switch over does happen then if you do not hsve a Sky hub you maybe stuck . Most ISP branded routers will only connect to thst isps services but if you haveca thitd party router then it maybe possible to configure it to to connect. Sky can courier axreplacement in some cases after the new servicecis installed.

Using a domestic connection for working from home always carries a risk as no ISP can promisec24/7 connectivity so have a back up plan such as using a mobile hotspot or relocating to somewhere whith a connection. 

[MeMeuop]

The level of customer service is non existent. I spoke to Sky about the Hub as it still has not been dispatched and they said it's been delivered. Upon the person on the phone checking the date of delivery they said it had been delivered in April 2024 - over 2 years ago!!

Spoke to them again yesterday and they said they cannot manually send me a router. I have to wait until my activation date has passed then call them back to be sent one. I work from home so now cannot work until I have internet access. There was no resolution at all on the phone. I escalated it and was promised a call back between 11-12 today but a line manager. No call back has happened.

Absolutely shocking.

[MeMeuop]

29th is the activation date. Openreach have contacted me to say that's when my service will be switched from BT to Sky.

[Daniel0210]

@MeMeuop 

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@MeMeuop wrote:

Spoke to them again yesterday and they said they cannot manually send me a router. I have to wait until my activation date has passed then call them back to be sent one.

We have seen that response previously.

I work from home so now cannot work until I have internet access.

Unfortunately working from home is irrelevant as it doesn't give to any kind of priority service.

There was no resolution at all on the phone. I escalated it and was promised a call back between 11-12 today but a line manager. No call back has happened.

My understanding is that call centre managers are there to supervise, support and advise their staff and are not particularly public facing.

We do see a few posts on here whereby a callback from an agent/manager has not been forthcoming so Sky could certainly improve in that area. 

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[MeMeuop]

Thanks for your response. 

What was the resolution on those previous responses with similar issues to me?

If that is the case for the management then Sky needs to dramatically improve setting expectations to customers rather than setting call backs that don't happen.

This shouldn't be so difficult to get broadband access in 2026! 

[Daniel0210]

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@MeMeuop wrote:

What was the resolution on those previous responses with similar issues to me?

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@MeMeuop 

Presumably they contacted Sky once the activation date had passed. Unless they subsequently updated their thread we wouldn't get an update. 

[LazyScot]

My hub turned up (via Royal Mail) same day the broadband went live. I got notification from Royal Mail part way through the previous day. Sky said it was live early in the morning, but

my old broadband kept working till I swapped over the router.

that said, the activation did get pushed back one day from the original date