topic Re: Pre activation cancellations in Broadband

Pre activation cancellations

DeniseB — Fri, 20 Dec 2024 08:45:47 GMT

I have been having sooo much trouble with Sky and open reach.

Its far too complicated to discuss everything but to cut story short.

I signed for new contract with sky in November in my name. (Attracted by new offer)

Husband been with sky 18years.

Ultimately sky / open reach won't do new deal to same property ( salesman should have done new occupancy on form)

On advice from Sky , my contract cancelled, husbands cancelled contract, still happened.

New TV package signed. 👍🏼

Broadband signed 👎🏼👎🏼👎🏼👎🏼👎🏼👎🏼👎🏼

The pre activation on the deal I signed is still in place meaning NO New set up allowed by OpenReach.

We have had no Broadband since 6December because husbands cancellation of his contract could not be stopped.

I have spent hours onto Sky 1.5hours on Wednesday, when we had been told "there is a problem with your order" via text.(Engineer was due today)

We are now awaiting Pre activation to be taken from account I signed up for.

I am not holding my breath but are now looking at 6 weeks without broadband.

I try in each phone call to speak to a supervisor but get nowhere.

Any advice welcome.

Re: Pre activation cancellations

Chrisee — Fri, 20 Dec 2024 09:31:05 GMT

@DeniseB I am not surprised there is a mess as whover accepted your new broadband order should not have done so. You can only have one service on a line so unitil your husband gave the 14 days notice and that completed and the line became free your order could not be booked with Openreach wiho then have a similar leadtime of 14 days.

The issue I am sorry to say is of your making in trying to get a deal designed for new customers which involves a one touch switch from a different isp to Sky using the established system and is seamless. There is no mechanism for such a switch between Sky to Sky as it should not take place. You can complain and Sky will listen to the call thst made the booking to see if the agent made a mistake but I doubt Sky can get you connected any faster.

Re: Pre activation cancellations

DeniseB — Fri, 20 Dec 2024 09:43:25 GMT

Yes you are right the source of the problem is mine, in early November but by 20th of December you would hope that it would be sorted.

I have been trying to sort this since the original order with OpenReach was cancelled on 20th Nov.

It has been escalated so many times but with no resolution.

Re: Pre activation cancellations

DeniseB — Fri, 20 Dec 2024 09:45:40 GMT

The guy in the shopping centre told me the wrong information, I obviously had no idea about two lines not being allowed etc.

Re: Pre activation cancellations

FLC — Fri, 20 Dec 2024 09:49:03 GMT

I don't understans Sky's processes but it seems to be to prevent anyone getting a deal whose had service in the past 18 months. When I originally signed up online in mid-October, it was through Top Cashback. That order didn't track so I cancelled, when it annoyingly tracked the next day! When I tried to place the order again online, I got to the very end of the process when my address was blocked. Presumably through the same process you're encountering. No amount of phone calls could remedy this.

In the end, I signed up using the option that I was moving into the property, despite having lived here for 20 years. That was accepted & my phone number was successfuly ported. So maybe try that.

Top Cashback currently seem to be offering a £95 voucher & £62 cashback.

Re: Pre activation cancellations

Chrisee — Fri, 20 Dec 2024 09:57:03 GMT

@DeniseB why am I not surprised it was a rep in a shopping centre!🤬

Complain How to make a Sky complaint | Sky Help | Sky.com and hopefully somebody will take him or her aside and give them a good kicking but I doubt it will stop this hapoening while they get paid commissiin on sales.

Sorry but the system for broadband orders runs on rails where the rails dont go the way you want it adds delays. Ofcom dictate how Sky and Openreach communicate and tge lead times involved so they cant just pick up the phone to sort it.