topic Ghost order in Broadband

Ghost order

Puerto77 — Sun, 04 Feb 2024 16:56:28 GMT

Hello,

Is anybody else having problems with a ghost order?

I placed an online order for broadband back in November 2023. Sky took £5 from my account a few days later, however, the installation never came through.

I received no emails or any communication stating that money had been taken from my account or that the installation was not going ahead.

I contacted them in January enquiring about the delay, only to find out that the order was not going ahead because it had been rejected and became what they call a 'ghost order'.
There was not reason why the order was rejected or failed.... I was told that there was nothing they could do but to cancel the order and give me a refund.

The refund never came through!
I have been calling them each week since then and each time I am told that the refund has been processed and that I should receive the money within 2 days.

Customer services have not been helful refusing to send me any explanation in writing.

Today, I was redirected to their 'complains department' on 2 occasions where the call was either disconnected or ended in complete silence.... when I called back, I was told by a different agent that there was not a complains department at all!

I have also been told that they cannot send me any written explanation on why this issue has happened and that there is not any way in which I can escalate this issue even if I have already spent around 4 hours on the phone.

Being honest, I am not that worried about the £5... I am concerned, that a company this big, has taken money from my account, provided no service and/or any communications on the issue and they are not doing anything to rectify this issue. I have spent a long time trying to put things right with no success.
I am concerned that many other customers may have experienced the same issue and their monely will not be returned and I am concerned that customers which are disabled or not so confortable making phone calls may give up requesting a refund on a money that is righfully theirs.

Thank you,

Re: Ghost order

mormegil — Sun, 04 Feb 2024 20:56:57 GMT

The refund should be actioned automatically once the ghost order has been removed from the system, that it hasn't suggests they have not resolved the issue yet due to a backlog with the it fixes raised via Sky's crf (customer resolution form) process once that is complete the refund is processed and would show in 3 to 5 working days depending on your particular bank and not the two days stated to you

there is no complaints department at sky, the complaint is raised and resolved by the agent you spoke to and if they cannot resolve with you would escalated to their manager

soind line you were speaking to the wrong department rather than the agent passing to to the correct one to have the issue explained and resolved correctly

Re: Ghost order

mormegil — Sun, 04 Feb 2024 20:59:05 GMT

There are different types of ghost orders with different outcomes and resolutions

basically it is when an order is placed on Sky's systems but it doesn't not managed to leave and be send to openreach to be progressed

as as it is stuck in limbe that is why you have not received your refund

Re: Ghost order

Puerto77 — Sun, 04 Feb 2024 21:36:49 GMT

Thank you for your reply, just for info, I have spoken to 5 different agents from different departments (refund, technical, cancelation).

Re: Ghost order

mormegil — Sun, 04 Feb 2024 21:47:59 GMT

It should really be provisioning or order recovery you speak to regarding ghost orders

Re: Ghost order

Puerto77 — Sun, 04 Feb 2024 22:15:57 GMT

Hello @mormegil - I am very interested by your reply.
Do you actually work for the company?
I was initially told that the only thing they could do was cancel my order, at no time, it was mentioned order recovery as the deal I initially signed it with was not longer available.
Thank you,

Re: Ghost order

Stevo111 — Tue, 06 Aug 2024 19:56:11 GMT

I'm having the same problem with fibre installation supposed to be coming on the 12th August have the confirmation on the app openreach haven't come to do the grey box I called sky and they said its a ghost order and will have to wait to cancel and re do not happy sky is getting worse

Re: Ghost order

Chrisee — Wed, 07 Aug 2024 06:38:17 GMT

@Stevo111 sounds like Openreach rejected the order Sky placed with them for some reason. There are multiple possibilities as to why despite the database showing a service can be provided but in practice the local Openreach engineers reject the order. Normally Sky contact the customer asking them to call in but thst can fail hence the ghost order which has to be manually cancelled by the back office team.

Re: Ghost order

Stevo111 — Wed, 07 Aug 2024 06:55:28 GMT

Speaking to sky yesterday they said the order hadn't reached openreach it was just stuck in limbo, i just hope we don't loose the discount we were offered we have been with sky since forever

Re: Ghost order

Welshlady1948 — Sat, 14 Sep 2024 15:36:58 GMT

Exactly the same thing is happening to me, it's still showing the ghost order in My Orders but at least they haven't taken any money.
Now I have to phone up to ask them to delete the ghost order so I can order BB !!!!!!!

Re: Ghost order

Stevo111 — Sat, 14 Sep 2024 15:44:25 GMT

It's happened three times now iv spent more time on the phone it's unbelievable iv had emails and texts all saying different things one saying that we are leaving sky and they want the stuff back and we aren't on the same day as they want the stuff back they say they are installing the same package we already have I will never tell anyone to get sky they don't know what they are doing

Re: Ghost order

Stevo111 — Mon, 16 Sep 2024 09:49:57 GMT

Now they have cancelled the account and installed fibre the same day and nothing works what a waste of space sky is