Ultrafast upgrade but no router delivered

[jackkk1992]

Hello

We are currently on Superfast and upgrading to Ultrafast. The engineer appointment is booked for Monday but I haven't had a new router yet nor can I see anything in my account about a new one being sent out.

We currently have the Sky Q router.

Twitter help wasn't great as was just told it'll be delivered 2-3 days before activation, I'm not convinced. I've had an Ethernet cable delivered but that's it.

Will we get a new router? I'm just concerned as I work from home so it's vital it works on Monday!

Thanks,

Jack

[GD1]

@jackkk1992  Which hub do you currently have?

[jackkk1992]

We have the sky q hub currently 

[jackkk1992]

@GD1 We have the sky q hub currently

[GD1]

@jackkk1992  I'm fairly sure you should be getting the up to date Sky Broadband Hub, @cookiemonsteruk  can you cnfirm if this should be the case?

[cookiemonsteruk]

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@GD1 wrote:

@jackkk1992  I'm fairly sure you should be getting the up to date Sky Broadband Hub, @cookiemonsteruk  can you cnfirm if this should be the case?

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Yep, and unfortunately sky won't issue another one whilst an active order is in progress

[jackkk1992]

Thanks for your super quick help.

@cookiemonsteruk should I see the router delivery somewhere? In my account I can see the activation and the engineer visit but that's all. I can just see it not coming, was hard enough to try and get the upgrade done and engineer booked in! 🤦‍♂️

[cookiemonsteruk]

@jackkk1992 

It would show in "your orders" section of your my sky app or sky.com account

[jackkk1992]

@cookiemonsteruk yep, it isn't there. Just the activation and engineer visit.

Is it worth a call to try sort it? Can the Sky Q router work with ultrafast in the interim?

[GD1]

@jackkk1992  It may be worth calling Sky, It's been a while since I had the Q hub, but I don't think it would be compatible.

The newe hub will allow VOIP calls (your phone plugs into the back of the new hub)

[jackkk1992]

Much appreciated with your quick replies tonight.

hopefully I can get on the phone early and see what they say, just so frustrating! 3rd attempt at trying to get this upgrade done!

[TimmyBGood]

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@jackkk1992 wrote:

Can the Sky Q router work with ultrafast in the interim?

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No: Ultrafast over FTTP requires a WAN ethernet port on the router to connect with the Openreach ONT, while Ultrafast over G.fast uses a different modem to FTTC ('Superfast'). 

[jackkk1992]

Thanks for all your replies.

I called Sky this morning and said the router was processing as an order. I really hope it arrives by my visit on Monday or I'm going to be stuck! 😬

[simon194]

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@TimmyBGood wrote:

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@jackkk1992 wrote:

Can the Sky Q router work with ultrafast in the interim?

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No: Ultrafast over FTTP requires a WAN ethernet port on the router to connect with the Openreach ONT, while Ultrafast over G.fast uses a different modem to FTTC ('Superfast'). 

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The Q hub will work on FTTP you just need to make sure the ONT is connected to ethernet port 2 although it does struggle a bit with Ultrafast Plus.

[jackkk1992]

Thanks for that. If it works temporarily whilst a new one is sent out that's fine but I'm upgrading for a better speed etc so is only fine short term whilst I wait.! Frustrating doesn't cover it!