URGENT - HUB MISSING/STOLEN

[James915]

My hub was delivered to a neighbour and I cannot get them to answer and they will not give it back, my engineer is due tomorrow and I need to speak with an advisor immediately 

[GD1]

@James915  You'll need to wait until after your service goes live as we've been advised by Sky that they won't be able to send a new hub until after the activation of your broadband is completed.

[Daniel0210]

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@James915 wrote:

I cannot get them to answer and they will not give it back, 

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@James915 
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers with additional help from Superusers like myself.

Which is it, they won't answer the door or they refuse to hand it over. There isn't much Sky can do other that change the installation appointment.

(Thread moved from Sky Mobile board)

[James915]

Apologies I didnt explain well, they will not answer and another neighbour informed me that they are known thieves so unlikely I will get it back, I understand this is a forum of customers but I was hoping for a contact number for sky that actually gets me through to a human 😀 

[GD1]

@James915  Yes, as advised though Sky won't be able to anything until after the service is activated, phoning now would be pointless.

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

[James915]

So I am ok to allow to engineer visit to continue ? He does not need my missing hub for the connection ? apologies for the naivety 

[GD1 · Accepted solution]

@James915  They can check the line/service is up & running without a hub. Are you getting Full Fibre installed, if so an ONT will be installed in any case and that would show the service being active.

[James915]

Thats great news thank you, not full fibre im afraid but as long as they can continue with the installation and then I can just arrange for a new HUB to be sent out, appreciate your time and help.