Sky Router not received yet

[RB9]

I placed an order for Sky Gigafast full fibre on 22nd March, the installation date is on 10th April. Openreach have already surveyed the property on 5th April and told us what they will be doing on the installation date. It's currently Sunday 7th April and the router is still showing as "awaiting dispatch" on order tracking. I know they probably won't dispatch over the weekends. Usually when does it get dispatched and how long after dispatch does it take to be delivered? I'm currently with Virgin Media but the service will be disconnected on 9th April. I don't mind the one day gap with no internet, but I do want access asap, I don't want to have to wait further for the router to be delivered because Sky wait until the last minute to send it out. 

[jamesn123]

Hi @RB9 

I hope you have your router by now but if you don't please contact Sky support as they have acknowledged there is a system problem causing some orders to get stuck on 'awaiting dispatch'

[RB9]

I still haven't received the router but I did call Sky. We had an Openreach engineer visit on 5th April to survey the property. The installation date was changed because Openreach need to dig up a path in my brick driveway to install the fibre line. That was delayed because OR need to check planning to make sure they don't hit a gas or water main. The Sky rep was very informative about the whole procedure and explained that Sky is expecting to get an update from OR on 15th April (5 days after the installation date chosen at time of order)

It's a little bit annoying that they didn't do the survey earlier when they know that this is a possibility in areas where OR has just installed fibre. I placed the order on 22nd March so there has been quite some time. Anyway, I'm going to have to wait for 15th or 16th of April for an update on when it will be installed. I assume the router will be sent out when the real installation date is set

[RB9]

UPDATE: Engineer showed up unannounced and we missed him because no one was home. Called Sky to reschedule and for some reason their systems weren't able to do that simple thing. So our case got handed over to the Priority team. We had to cancel the original order and place it again but earliest new date was 29th May, which is almost 2 months after we placed the order. We had an engineer around a couple days ago from Openreach who fed the optical fibre cable throught he new duct and routed across the front of the house to a grey CST box. The Sky engineer is due to come and finish off the final stage of bringing the fibre into the home and connect to internal ONT. Router has been delivered today, a few days before final stretch. Sky did automatically compensate us via credit applied to our account. Their Priority team were pretty good at explaining what went wrong and whats going to happen with the rest of the FTTP journey