topic Re: Broadband not activated in Broadband

Broadband not activated

Welshlady1948 — Sun, 08 Sep 2024 11:41:07 GMT

I ordered broadband on 23/7/24 , notified of activation date 15/8/24

- no broadband activated on this date

- no hub

- no messages

I called Sky on 15/8/24 to enquire, all he asked for was tracking number which I have not been given, he didn't seem interested.
is it possible to speak to a uk Sky customer service person as I do not always understand accents ( my fault not theirs) !

Re: Broadband not activated

Highlinder — Mon, 09 Sep 2024 09:40:42 GMT

@Welshlady1948 Is there any information in track orders in my account about your router activation?

Re: Broadband not activated

Welshlady1948 — Mon, 09 Sep 2024 09:53:04 GMT

It just shows this !

Re: Broadband not activated

Highlinder — Mon, 09 Sep 2024 10:07:17 GMT

@Welshlady1948 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

Re: Broadband not activated

Mr+Flibbles+86 — Mon, 09 Sep 2024 10:09:17 GMT

Thanks for escalating this. We’ve sent an invite to @Welshlady1948 to chat.

Re: Broadband not activated

Lisa-P1987 — Mon, 09 Sep 2024 10:11:06 GMT

Thanks for escalating this. We’ve sent Welshlady1948 an invite to chat.

Re: Broadband not activated

Welshlady1948 — Mon, 09 Sep 2024 16:43:47 GMT

Thank you for escalation.
1. chat with Sky UK , they couldn't help - t/no for activation dept.
2. Phoned Activation, spoke with lady , she'll look at my account - she's puzzled by lack of response , she'll call back in 20 mins - she didn't.
3. phoned back after waiting 2hrs

4. phoned again to Jamie, the lady had escalated it to Order Recovery Dept but Bot didn't pick it up ! She didn't call me either.
anyway Jamie gave me a number to call.
5. spoke to Victor, who delved into the grey mists of lost orders , apparently my order is a Ghost Order which has to be cancelled then wait 2-3 working days for it to go off the system and I will have to re- order broadband !!!!!!

now I've got some thinking to do, it's not good enough for a pensioner to deal with this.
Do I give up & stay with BT or carry on, i probably won't even get any compensation as it's ghost order ???

I would like to complain but don't know who to ?
I'll have to google what to do.

Re: Broadband not activated

Highlinder — Mon, 09 Sep 2024 17:05:28 GMT

@Welshlady1948 Here is the information on how to complain in the link below.

https://www.sky.com/help/articles/how-to-make-a-complaint