topic Re: Sky Ireland NBI Texts in Broadband

Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 06:45:51 GMT

Today is allegedly install day of NBI FTTH with Sky. Apparently I should have received texts about the appointment 48 and 24 hours in advance, but I've received neither. The hub also hasn't arrived either which is a worry I suppose too.

anyone else not received texts but had an install still go ok?

Re: Sky Ireland NBI Texts

jamesn123 — Tue, 10 Sep 2024 11:01:12 GMT

Hi @nuphor

If the hub hasnt arrived 1-2 days before install then there could be a delay to your activation. What does it say in your order tracking on your account?

Re: Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 11:16:43 GMT

Nothing other than today's appointment date and 8am-8pm.

Nobody has showed yet.

Re: Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 11:19:03 GMT

Activation date also says in progress, and also has today's date.

Re: Sky Ireland NBI Texts

jamesn123 — Tue, 10 Sep 2024 11:23:57 GMT

@nuphor

Sounds like there is an issue. I've escalated your post to Sky, look out for a message on the forum

Re: Sky Ireland NBI Texts

Mr+Flibbles+86 — Tue, 10 Sep 2024 11:46:31 GMT

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

Re: Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 11:57:09 GMT

Have replied with details. Help would be appreciated.

Re: Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 12:02:30 GMT

Fobbed off unfortunately, asked to try and find their broadband provisioning team. Surely Sky can find their own teams?

Re: Sky Ireland NBI Texts

Lisa-P1987 — Tue, 10 Sep 2024 12:03:46 GMT

The chat is being handed off to our dedicated ROI team to investigate.

Re: Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 13:15:17 GMT

Thanks to Lisa, figured out what was going on. It's an NBI pre-order, but seemingly the date I picked isn't a real one, and I'd have to wait until October to be contacted about a real one. Very strange ordering system.

Re: Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 13:31:15 GMT

Could someone DM me to assist with cancelling this pre-order? Will go with another provider. Thanks!

Re: Sky Ireland NBI Texts

jamesn123 — Tue, 10 Sep 2024 13:35:55 GMT

@nuphor

You would need to call for cancellations.

Re: Sky Ireland NBI Texts

cookiemonsteruk — Tue, 10 Sep 2024 13:45:51 GMT

@nuphor

@nuphor wrote:

Could someone DM me to assist with cancelling this pre-order? Will go with another provider. Thanks!

Please be aware that if its an external issue then all isps that use nbi infrastructure will also suffer the same delay

Re: Sky Ireland NBI Texts

nuphor — Tue, 10 Sep 2024 13:47:34 GMT

Fine with the delay, not fine with being jerked around and taking a day off after picking a fake date. Will go with an ISP who has a less rubbish ordering system.

On the phone now, 40 minute wait to cancel a pre-order. Another reason to go with a local ISP.

Re: Sky Ireland NBI Texts

nuphor — Wed, 11 Sep 2024 15:49:24 GMT

An agent assured me over the phone yesterday that this pre-order would be cancelled within 24 hours. It has still not been cancelled, I can see its status on the MySky app and website.

Re: Sky Ireland NBI Texts

nuphor — Wed, 11 Sep 2024 15:51:08 GMT

Re: Sky Ireland NBI Texts

nuphor — Wed, 11 Sep 2024 16:08:02 GMT

@jamesn123 your help in escalating again would be appreciated. Chat won't talk to me anymore, they're demanding the last two digits of my bank account. I didn't sign up with DD, so I have provided no bank accounts details - yet their 3 verification attempts all insist on the last 2 digits of my bank account. I entered the one and only bank account 2 digits that I have, and each time these were rejected. Feels like Sky is being deliberately obtuse now.

Re: Sky Ireland NBI Texts

Lisa-P1987 — Thu, 12 Sep 2024 08:35:33 GMT

Hi there @nuphor , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Ireland NBI Texts

nuphor — Thu, 12 Sep 2024 10:25:53 GMT

Thanks Lisa, have opened the chat.

Re: Sky Ireland NBI Texts

nuphor — Mon, 16 Sep 2024 20:17:37 GMT

Spoke to a Steven last Thursday, who assured me cancellation was in process. It still isn't cancelled after checking just now - the order still appears in the app and in MySky. I want it removed and cancelled. I've already ordered with another supplier and do not want any more interference from Sky.