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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To post here re contacting Sky

10 replies

Squaddielife · 28/02/2021 23:59

Sorry, probably wrong board but didn't know where else to ask...

We've just changed our sky package... part of the change was from fibre broadband to superfast broadband. We've received new hub in the post. On the front of the box was "activation date " but it was blank.

Cant find anything whatsoever on sky website or my sky app regarding this.

Can get through to them on the phone and there's no chat facility on line.

I'm worried that we'll lose Internet access and my son is homeschooling online so need to avoid that at all costs (I did explain this to sky).

Has anyone been in this situation? Will sky contact us with an activation date? Anyone have a contact number (that actually works) for tech team?

OP posts:

XelaM · 01/03/2021 00:10

The only way to actually speak to a person at Sky is to call the number and then when the automatic answering machine asks for the reason for your call say "Cancel my sky account". They then put you through to a real person.

After many many many battles with my sky broadband over the past months, this trick works every time.

TeaMeBasil · 01/03/2021 02:40

We had this - I eventually found the activation date written on the address label of the outer box that that box came in. Do you still have it?

Stupid system though, why have that space if you don't use it! It was also a different date to the one they'd told me on the phone when I made the change 🤷🏻‍♀️

Xx1d1xX · 01/03/2021 04:49

Could the activation date be in a "confirmation of changes email" at all? Fingers crossed! Check spam emails as well just incase.

I'm not sure how the change over works but would think when upgrading there shouldn't be a break in service. Hopefully the new package should kick in prior to the old one being stopped if that makes sense. That would be the logical thing for them to do but who knows if they make it that simple.

Live chat has always been the easiest way for me to get hold of someone. Good luck

Xx1d1xX · 01/03/2021 04:54

Sorry just re-read and seen online chat not available. There is a website called saynoto0870 and when you type in the organisation in the search box it gives you alternative direct numbers instead for certain departments instead of the general number. This may help getting through to someone faster.

ripples101 · 01/03/2021 05:54

I changed mine back in January. Also upgraded to skyQ at the same time so had an engineer out to do that. The new hub was posted out to me and I just left it unconnected - my old hub continuing to work. I got a text message on the day of activation, which was the same day the engineer came out. So he just changed the hubs over when he was here.

You may not be having an engineer out, but you should still get a text message on the day of activation. So just wait for that text to come through. Use your current hub until that day. There should be no disruption to your service.

mainsfed · 01/03/2021 07:00

Have you tried lugging in the new hub and testing if it works (e.g. via WiFi)?

barcodescanner · 01/03/2021 07:39

The only time I have got through to them is first thing in the morning.
We had no Internet for a few hours on changeover day

Original poster

Squaddielife · 01/03/2021 23:28

Thanks all. Managed to get through on text chat this afternoon. Crikey, you do have to jump through hoops to get to speak to a human being don't you! The different contact methods available (text/message/Live chat and so on) differ and different times. Busy = not available. Doesnt make it easy to navigate their website either.

Anyway, I've been told that yes I have to use the new hub so I'll have to reconnect all our devices to new Internet (alexa and so on). Pain the the ass but it is what it is.

I have 60 days to do it though so thats a bonus. I'll wait until homeschooling is finished. After that I have to return the qhub we're currently using.... I didnt realise this so good job I checked.

There 'should be' no break in service. Fingers crossed on that. I'm a bit of a cynic when it comes to tech but shall keep my hopes up.

Thanks again for your help

OP posts:

mainsfed · 02/03/2021 11:00

I changed my hub too, there was no break in service so hopefully will be fine!

TeaMeBasil · 02/03/2021 15:54

Alexa was nice & easy to connect up but be warned you may find a problem if you use smart plugs.

We only had a couple but they would not use the 5ghz frequency ( the old broadband was 2.4 and the new one is dual 2.4 & 5). Took a lot of searching to find some that worked with 5!

On the upside I got in the zone and ended up ordering extra so now all my lamps in the living room are voice activated so I don't have to get off my lazy butt when it starts getting dark in the evening

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