Sky hub not arrived

[Jo72130]

Was expecting to upgrade from sky broadband plus to super fast on 28th October. Had 3 messages on my order page, one was that the engineer was due to arrive between 8am and 1pm, one that the activation would happen remotely and one that the hub delivery was on its way. 

Engineer did not arrive. Took 40 minutes to get through to sky to be told an engineer wouldn't need to come (then why does the email and message say they do, a wasted day off booked) and they couldn't advise where my hub delivery was. 

any ideas? how long has anyone else waited? I don't want to spend 40 minutes calling again. 

[Highlinder]

@Jo72130  Is there any further information on your hub delivery in track orders in my account or is still saying in progress?

[Jo72130]

No still says in progress (even though it is now 2 days passed activation date) 

[Highlinder]

@Jo72130Which hub do you have from Sky just now. I have the feeling they are going to say you have a working router. Unless you have taken broadband boost or have internet calls.

[Jo72130]

Not sure which hub whichever one came originally. It is so slow. Maximum of 1 device plus any tv and we can't use any other devices. 

I originally complained re the speed and it was agreed to send a new hub then I saw the offer for upgrading so selected that. 

it's desperately needed, and considering an upgrade you would think they would fulfill the request. 

was going to get sky glass but second thinking it now. Just want an estaimted arrival date so the upgrade can happen...

[Highlinder]

@Jo72130Which router do you have just now from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub 

[Jo72130]

Sky Q hub 

[jamesn123]

@Jo72130 

Are you on Superfast or Ultrafast?

The Sky Q hub is the currently in service router for FTTC Superfast connections that are not using Sky VOIP.

You will only get a router upgrade if you fulfill one or more of the following criteria;

- Have broadband boost

- Have Sky VOIP calls

- Are on a Superfast package that is delivered via an FTTP connection

- Are on an Ultrafast package 

[Jo72130]

I'm not on either. I'm on broadband plus. 

im trying to upgrade to super fast. 

I've got three messages on my order:

1) your sky engineer will be with you between 8am and 1pm on 28th October 

2) your activation will be by midnight on 28th October 

3) your router delivery is in progress 

none of which has taken place and no new messages either 

[Mr+Flibbles+86]

Hi there, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  
Just look out for the blue bubble to start the conversation. 
Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147  

[Jo72130]

Thanks all just as a bit of an update I bit the bullet and called sky today (prior to seeing this private message request). 

i do require an engineer to attend - an open reach one. They cannot find a suitable trained one and this was not communicated to me. 

they have now escalated it to senior management at open reach. 

the hub is still in an unknown location. 

i am told to expect contact with open reach by 9th November... fingers crossed!