Your Sky engineer visit

If you’ve signed up for our Advantage Pro or Advantage Max packages, we’ll send a Sky engineer to your premises. They’ll install your Connection Pro 4G Backup Router and can advise on any questions you may have about your Sky Broadband Hub and Sky Voice Hub. These are sent separately a few days before and you should set them up yourself once we've told you that your service is active.

If you're an Advantage customer, you can also request a visit from an engineer, call us on 03337 597 590. Charges may apply to Sky Contact Centres if you’re not an existing Sky Connect, Sky Talk or Sky mobile customer so please check your provider’s tariff guide.

Your Sky Hubs

We’ll send you a Sky Broadband Hub and Sky Voice Hub before your activation day. But you don’t need to set them up until we’ve texted to tell you we’ve switched on your broadband.

Your business phone number

Usually, you’ll be able to keep your existing business number(s) when you move to Sky Connect. Just let us know your existing number(s) and your phone provider when placing your order.

If we can’t transfer your business number(s) or you want new ones, you’ll get an email or letter with your new number(s). Or sign in to My Account to see them.

Good to know: Order Sky Connect before cancelling with your current provider – we won’t be able to transfer your number(s) if you cancel with them first.

Activating your Sky Connect service

In most cases we can switch on your business broadband without you needing to be in the office if you’ve plugged in your Sky Broadband Hub and Sky Voice Hub beforehand. On your activation date we’ll connect you anytime up to midnight and send you a text to let you know. If we can’t activate your broadband remotely, we’ll book an engineer to install your line.

Find out about how to prepare for engineer visits during COVID-19.

 

 


 

FAQs

When will my engineer arrive?

The date and time of your engineer visit will be included in your welcome email and you’ll also receive an email reminder 48 hours before the date of your engineer visit.

Will the engineer contact me before arrival?

Yes, the engineer will contact you about an hour prior to arriving to the job.

How long will it take for my services to be up and running?

Your services can go active any time before midnight on the day of your activation and we'll be in touch to confirm your services are up and running.

I haven't received my welcome email?

You’ll receive your welcome email within 48 hours of placing your order, if you’ve not received this, please get in touch.

I haven't received my Connection Pro 4G Backup Router?

Your Self Install Kit (SIK) including your Sky Broadband Hub, Sky Voice Hub and all the hardware you need is sent out five days before your activation date. If you miss the delivery we’ll send you an email including the Royal Mail tracking number which will allow you to collect the SIK from your local collection point or you can book to have it re-delivered. If you’ve not received this, please get in touch.

Can you post the Connection Pro 4G Backup Router to a different address?

Your Self Install Kit will be delivered to your business address as we’re unable to deliver to an alternative address.

Why is the tracking number for my router not bringing back any results?

If you’re having trouble tracking your Self Install Kit, please get in touch.

I was late picking up my Connection Pro 4G Backup Router from the Post Office, can I have it re-sent?

Yes, we can arrange for your Self Install Kit to be re-delivered to you. Please get in touch.