topic Re: Service Not Even Started - Already regretting! in Broadband

Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 08:48:34 GMT

Ordered Sky Broadband and Talk package in April 2025, due to be installed at the start of this month May.

Since the order I've been given constant updates on when to expect my service from both Sky and Openreach. The day arrives and I get a text stating my engineer will be with my from 8am - 1pm. So I take time off work and wait. 1pm rolls around and no one has turned up, no communication as to why and complete radio silence.

This radio silence has now been ongoing for many days now. I have no idea when I am getting my package. I've called many different numbers to no avail from the customer representatives, and due to my Sky talk not being installed this is costing me 30p a minute just to chase the service that I am supposed to be provided with.

This is my first contract with Sky as a new customer and I am already deeply regretting it, the lack of communication, the constant struggle to get answers from the customer reps. Its abysmal. Aware Openreach takes some of their jobs to but there has to be a better line of communication in a world thats chronically online.

I need the internet for my job and have had to find alternative means to even work as I am a fully remote employee. I am literally losing money by the day.

Re: Service Not Even Started - Already regretting!

caesarome — Thu, 08 May 2025 08:58:28 GMT

@Ghoosstie

Does anything appear here for you:

https://www.sky.com/ordertracking

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 09:04:38 GMT

Yes, Sky Broadband Engineer visit has been stuck on the initial date for days. It hasn't changed.

Re: Service Not Even Started - Already regretting!

JimM1 — Thu, 08 May 2025 12:01:59 GMT

@Ghoosstie When you had the no show, did you not receive a text to call and re-schedule the install!

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 12:07:59 GMT

@JimM1

Nope, no a single call or text.

As of yesterday I received a text from Openreach saying - "Sorry we couldn't complete your installation. Someone will be in touch soon with next steps."

Since then I've still heard nothing and have been completely left in the dark.

I switched from Virgin due to their price hikes and quite frankly regretting every minute of it.

I've spent £15 in call minutes trying to get answers because my sky talk package is not up either. It feels incredibly backwards that I have to pay to get answers whereas if my service was running as scheduled it'd be free.

Re: Service Not Even Started - Already regretting!

JimM1 — Thu, 08 May 2025 12:14:07 GMT

@Ghoosstie Did you cancel virgin?

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 12:21:28 GMT

@JimM1 Yes, I did cancel Virgin sadly.

Re: Service Not Even Started - Already regretting!

JimM1 — Thu, 08 May 2025 12:32:47 GMT

@Ghoosstie Ok, it all makes sense now, you are the customer of sky and currently caught in between what is happening, OR inform sky so you just need to keep an eye on the texts or in your my message section on your account!

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 12:53:52 GMT

To your knowledge, what is the usual turn around in situations like this?

As I need broadband for my work, I'm not really in a position to wait 2+ weeks.

Re: Service Not Even Started - Already regretting!

SKY1992bf — Thu, 08 May 2025 12:57:02 GMT

@Ghoosstie Be aware sky broadband being discussed on this forum is for domestic use only and your not entitled to any faster service of installation for business unless you have a business account for sky broadband

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 13:00:17 GMT

Okay, it is for domestic and professional use. Not business related.

Re: Service Not Even Started - Already regretting!

SKY1992bf — Thu, 08 May 2025 13:07:32 GMT

@Ghoosstie wrote:
Okay, it is for domestic and professional use. Not business related.

@Ghoosstie you specifically said you need it for business (any type of work using sky domestic service is classified as business) the fact you would also use it for domestic is irrelevant to the level of service you would receive in getting it installed any faster under a domestic contract

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 13:12:24 GMT

I am a remote worker who uses the internet to do my job. As with many others in the world.

Regardless, as to my original post I have not received the facialites they are intended to provide me on the date they set out. That is my fustration and I am not expecting faster installation, rather the installation that I was promised on the date promised with a least some communication from this provider, rather then radio silence I have been treated with.

I simply asked the question as to gather from others knowledge whether they knew a timeframe on when this can be turned around post delayed installation, do you have experience or knowledge to this matter?

Re: Service Not Even Started - Already regretting!

JimM1 — Thu, 08 May 2025 14:43:02 GMT

@Ghoosstie Not sure off the e-mail that you received but if it is like mine you may wish to take a read at it. And has the e-mail heading as below. And i have extracted from mine for you incase you cannot find or did not get. When sky do not known they do not call you with sorry we have no update for you.

Your Broadband Contract Summary and Information

Delivery of service

Many of our services are activated within 24-48 hours. However, in the event that further provisioning is required we expect your services will be available to you within 10-14 days. Based on this we expect your service would go live between 15/03/2025 and 19/03/2025.

Occasionally there are factors outside the control of Sky that may lead to delay. In rare cases where complex provisioning is required, or where issues occur, installation could take up to 90 days. In this event the latest your services would be activated is 03/06/2025.

When placing the order, the advisor will provide a provisional activation date which will be confirmed as soon as is reasonably practical.

If you are switching your services from another provider we will confirm this during the sales process and explain the next steps then. Further information

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 15:05:20 GMT

Thank you @JimM1, that's very helpful and gives me something to work with.

Re: Service Not Even Started - Already regretting!

JimM1 — Thu, 08 May 2025 15:09:32 GMT

@Ghoosstie In the future with the OTS let sky or any new provider do everything, that way in theory you have Broadband all the way up to the switchover, that takes care off delays, missed app, etc, things go wrong and the workload goes to pot!

Re: Service Not Even Started - Already regretting!

NickNewark — Thu, 08 May 2025 16:32:35 GMT

@Ghoosstie im assuming virgin have already disconnected you, for the sake of getting things quickly resolved, have you thought about calling Virgin back, see if they might offer you a deal

to return.

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 16:40:25 GMT

Hey @NickNewark,

Yes, but unfortunately they are not in my area. Not only did a leave them due to the price hikes but also because they couldn't provide in the area I recently moved to.

Otherwise I'd be running back to them haha.

Although, due to this issue being in a partnership of both Openreach and Sky, I feel I'd be in the same boat with another provider.

Re: Service Not Even Started - Already regretting!

NickNewark — Thu, 08 May 2025 16:45:57 GMT

@Ghoosstie that's unfortunate, let's hope it gets fixed soon, I also moved from Virgin and tbh, I've never had any issues. So hopefully once you are and up and running, it should be plain sailing. I just wonder if it might be worth putting in an complaint, and hope it gets picked up with someone who can follow this through for you.

Re: Service Not Even Started - Already regretting!

Ghoosstie — Thu, 08 May 2025 17:13:56 GMT

I'm also hoping once this is all blown over it's smooth sailing, as previously with Virgin I never had any issues. Plus, the set up with Virgin was lightning speed.

It's a shame this has happened during my first dealing with Sky as a new customer.

I did consider putting a complaint in but i'm not sure how much of a leg I'd have to stand on considering the delivery of service in my contract states the latest I should receive my broadband is 08/07/25.