How long does it take to actually get Sky Stream?

[MWhi]

Hello All, 

 I ordered Sky Stream on Saturday and as of yet have only received an "Orider Confirmation" email.
I am unable to see any orders on the MySky App and it advises that I don't have any services.

After chatting to the "Help" team they confirmed there was an order but this can take 3-5 days (Which I didn't think was right)
Contacted the "Help" chat team again yesterday  who said the order was stuck and they had escilated it.


My question is how long should it actually take, and when things go wrong, (which I appreciate does sometimes happen) who can actually fix it and how long should that take?

M

[TimmyBGood]

@MWhi 

'Stream' is the subscription television product, and the hardware for it is typically shipped next day.  A Stream puck works on broadband from any ISP.

If you've ordered Sky Broadband alongside Stream, that has a completely different timescale for provisioning.

[MWhi]

Hello, TBG

Nothing else ordered, just a standard single puck and TV subscription.

M

[mancsmark]

@MWhi  If it's just a Puck not sure why it would take so long. I got mine two weeks ago - I had ordered it at 8pm on a Tuesday evening and it was delivered the next morning.

[MWhi]

Hello again, 

After speaking to a Sky agent on the phone it was marked as undelivered (despite no actual attempt being made or it even apparently being sent in the first place)

They have raised this up the chain for investigation however as this was "unexpected" they do not know how long it will take.
I can't remember the team it was raised up to, but I think it was 3 or 4 letter Initialism.

As I said I appreciate things do going wrong sometimes, however when it's something as trivial as a Puck and TV Subscription which they much do 100's if not 1000's every week. (Someone might be able to correct me) why does it take longer to fix than a simple cancel  the process and start again?

M

[MWhi · Accepted solution]

Conclusion of this was. 

Got an automated email saying my order had been cancelled, no phone call, just an automated email.

Thought I'd try and sign up again but was going to be charged full price, no discount just a crazy high price for not a lot.

So used a different email address, got the discount, got the puck before 10am the very  day.