Sky Broadband Ordering

[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

[caesarome · Accepted solution]

It is because Sky have to contact BT Openreach to get an enginner to go to your local exchange and do their stuff in there before you line becomes operational with Sky for your Broadband. At a guess perhaps BT can't do the job before the date you were given.

[GaryN]

Sky staff shouldn't be providing misleading timeframes if that's the case, would have thought it would be an important part of their training. Skys known my move date since early December and the date my telephone line would become active since start of Jan. If at the start of Jan sky can only arrange for a bt openworld engineer to go out at the end of Jan then I think sky should be taken this up with bt because its very poor service.

[Justin69er]

I phone sky up at the end off jan 2011 to say i was moving but only needed sky tv, not boardband and phone line so i canceled them.  A number off times i had to ring sky to find out when there fitting the new box in. All i got was someone will ring you back. Its now feb the 13th and i'm in my new place with no sky tv and my boardband and phone line is still not canceled. Sky phone me about 15 minutes ago and i've told them i'm not paying them for something i'm not using. Should have sky in by next weekend, why so long after waiting 3 weeks for it and boardband and phone line should be canceled tomorrow, but not in my old house so i won't know until my bill. So stopped it at the bank until i find out. Bloody joke. Good job i got call to night as was going to ofcom to sort it out.

[dhaneeee]

 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, i need to active my broadband and this is not going to work, i need to do my internet work how long it is take yo active.

[Robert]

Hi dhaneeee, 

This depends on the type of connection you will have at the exchange, where we can provision Sky Talk and Broadband onto our own network using our equipment at the exchange, both broadband and talk orders will progress simultaneously and go active on the same date. This is known as a Sky Voice and Broadband Network connection (SVBN).

Where we do not have the SVBN equipment at the exchange, the Sky Talk and Line Rental orders must provision first for the line to be connected to the BT equipment at the exchange, once the line has gone active the broadband order can start to provision and will be connected to our broadband equipment at the exchange. This process takes 10-14 days after your line has gone active to complete.

There is no difference in the service that you will receive whether it's provisioned onto SVBN or not as the broadband connection is still through our equipment at the exchange and onto our network.

I suspect as your line is already active that your order is non-SVBN therefore the broadband order has to provision separately from the phone line and can not start progressing until the phone line is active.