topic Re: Router not sent, no wifi for two months in Broadband

Router not sent, no wifi for two months

Izzie3 — Wed, 25 Sep 2024 14:02:51 GMT

Sky are utterly useless. I've been without wifi for a month already, and now that its the day before my open-reach date, they havent sent out my router. I phoned them three times (each about an hour) this week to check up on the status of the router and they haven't dispatched it. They refuse to send out another one.

Every time I phone them, they want the last four digits of my card number linked to the account, but there is no card number linked to the account because they only have my sort code & account number. No payment was ever made. They then can't access my account.

I went into a store and they told me to place another order and to 'wait and see' which shows up first (if either ever do), and this one is due 18th October. That will be two full months that I haven't had wifi, and it's severely affecting my income as I work from home.

To top it off, I have barely any mobile data in my home, and they block mobile data when I call; I literally cannot do my job or access any wifi or data & they're refusing to help. They won't even send out a temporary wifi dongle.

I cannot believe how utterly incompetent they are, and where they've got this card details from, I have no idea; again in my new order, a card number wasn't provided so this is ridiculous.

Re: Router not sent, no wifi for two months

Tom-W19 — Thu, 26 Sep 2024 08:39:07 GMT

Hi @Izzie3

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

Re: Router not sent, no wifi for two months

Lisa-P1987 — Fri, 27 Sep 2024 08:22:38 GMT

We are still looking to help you Izzie3 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks