Sky Broadband Ordering

[RoryandTess]

I'M MORE THAN FED UP.

I SIGNED UP FOR SKY ON 29TH NOVEMBER AND SELECTED THE DATES FOR MY SKY INSTALLATION AND PHONE LINE TRANSFER DATES.  THE PHONE LINE TRANSFER DATE WAS GIVEN AS THE 14TH DECEMBER WHICH WAS FINE AS MY CURRENT PROVIDER RAN UNTIL 25TH DECEMBER. 

I'VE NOW FOUND OUT THAT THIS DATE HAS BEEN PUT BACK TO THE 31ST DECEMBER AND IS "SET IN STONE" AND CANNOT BE CHANGED.  THIS IS A MAJOR PROBLEM.  I WORK FROM HOME AND NEED A BROADBAND CONNECTION TO DO SO.  I HAVE TRIED TO TALK TO SOMEONE, BUT APPARANTLEY NO-ONE ELSE CAN TALK TO BE ABOUT IT.  COME-ON SKY - YOU HAVE SOLD ME A PRODUCT ON THE BASIS ON HIGHLY MISLEADING INFORMATION!  IF THE PHONE LINE DATES WERE GOING TO TAKE 4 WEEKS WHY NOT HIGHLIGHT THIS RATHER THAN USE 'PIE IN THE SKY' DATES THAT YOU CAN'T MEET.  AT LEAST THEN I WOULD HAVE THE OPTION OF CONTINUEING WITH MY CURRENT PROVIDER FOR ANOTHER MONTH BEFORE CANCELLING.

I'VE EVEN ASKED ABOUT CHANGING NUMBER TO SEE IF THIS WILL BE QUICKER, BUT THIS WILL TAKE EVEN LONGER.  

I AM DESPERATE - I NEED A DECENT BROADBAND CONNECTION TO WORK.  NOT 7 DAYS OF INACTIVITY!!!!!

I'M WRITING ON THIS FORUM BECUASE NO-ONE WILL PUT ME ONTO ANY FORM OF CUSTOMER SERVICE ADVISOR TO DISCUSS IT FURTHER.

PLEASE CAN SOMEONE HELP ME.

OH AND BY THE WAY, I REALLY OBJECT PAYING FULL PRICE FOR A SERVICE THAT IM NOT RECEIVING.

A VERY DEEPLY UNHAPPY CUSTOMER.

[britishgigolo]

hello mate i hade the same problem when i started out send me a PM and ill give you information on who to contact

[fuzzybear1990]

I also have the same problem now ive been given a date 2 months from when i subscribed in october. I have too work  from home and was told they do not provide to business's and refused to help me. I am at a loose end as no-one from sky will even try to resolve the issue.

[skyusername]

yep, i had a similar problem, I asked them to confirm a couple of times when i was placing the order that the dates they were supplying were accurate, but after they have your money, after the 7 day cool off they give you a very different story.

The experience will deteriorate further once it is finally connected as well.

[tommyhardstyle]

im sitting here waiting on sky tv to be installed..engineer hasnt arrived yet... i actually work in a call centre for sky BB and sky talk tech support...  i get ppl like u guys calling in everyday just hope my order for everything runs through ok lol

[SGThompson]

I ordered my Sky (incl Broadband) about a week before you in November. I think they may have activated the broadband line (they certainly claim to anyway) but I still haven't had the router through and the order status in my account just says "order progressing" - which has been the same for several weeks now. So I wouldn't hold your breath for getting Internet any time soon, speed doesn't seem to be one of Sky's core values.

On another note, anyone actually had the £50 M&S voucher through that Sky promise if you sign up online? No sign of that yet for me either, and I've heard several stories from others that Sky try and get away with not sending this and will only send it about 6 months into your contract after you've chased them several times? Any similar experiences?

[Hal2000]

Sky said my Broadband would be working on the 14th Jan (today), switched it on by chance on the 12th (wednesday), Woohoo it worked

2 days earlier than quoted, cant complain.

[GaryN]

I moved home on 19/12 and informed sky so I could have sky tv, sky talk and broadband switched to my new address, my tv was setup without to much delay, needed a new sat for my new home. A bt engineer came out 14/01 and my phoneline is up and running. I then as I was informed to do contacted sky to have my broadband activited, I was informed this maybe immediate but could take 48 hours, it hasn't yet been activated and I have now been informed it should be active by 31/01. I dont understand how it can take this long.. I have the router and the phoneline is active and in my name, how can it take half a month to switch on? Never had this problem when moving home with other provides once the phoneline was active that was enough for them to sort it that day

[gsd2003]

Unfortunately Sky systems are not updated by Bt Openreach as to their delays with activations and installations. As only Openreach install the lines and sort out activations within the exchange unfortunately we are all at their mercy.

[Bobby91]

I appreciate BT Openreach are the problem but seeing as the first post was in November and the problem still exists (ordered 1st Jan -> Installation date given on website 24th Jan -> actual installation date 23rd Feb), Sky have a duty to update their systems to reflect this huge delay.

Really poor customer service.

[ajsauce]

I have had exactly the same issue.

Sky supposed to install on the 29th July

I had 3 dates to install and they finally managed to do it.

This took 2 months and not only this but they installed it into the wrong point in my house and were going to charge me £100 to fix it...

The following phone call was recorded but i can assure you it was not pleasant for the sky employee

finally 3 months later, all services up and running

Exceptionally disappointing and only £50 refund(better than nothing)

Was going to write a letter but couldn't be bothered in the end.

Sky are losing alot of customers but are very lucky the actual product is very good they are selling....

if i had my way i would have swapped suppliers

[Zombie+Trix]

If you guys think this is bad, then NEVER MOVE HOME!!!
7 weeks on and we've only just had an engineer visit. He stayed for all of 2 minutes, plugging something into the phoneline and said "Yup" and that's about it.

AND

You'll have to pay the £75 installation fee if you want to transfer over your broadband, WHICH takes ANOTHER 2 weeks!!!
We've only just been told this!

It's disgusting.

[Robert-B]

Hi Zombie+Trix,

We do not charge an install or activation fee for Sky Broadband if you have moved home. If you have been advised this then it would be best to contact us and have it checked if a charge has been added to the account as this should be refunded.

In regards to the activation date for Sky Broadband, this may take up to a further 14 days if you are not in our Sky Voice and Broadband Network area and have only just had the phoneline activated.