topic Re: Trouble ordering Broadband in Broadband

Trouble ordering Broadband

MarkMG — Tue, 26 Aug 2025 11:14:00 GMT

Tried 4 times today to order Fibre Broadband, get to the place order screen, have confirmation txt from my previous supplier saying they have been made aware, but it fails to complete saying "sorry there's a technical issue, please try again".

No way to talk to anyone so thought I'd post here for ideas!

Re: Trouble ordering Broadband

GD1 — Tue, 26 Aug 2025 11:21:21 GMT

@MarkMG You'll need to call Sky as the community can't help woth placing of orders.

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

Re: Trouble ordering Broadband

JimM1 — Tue, 26 Aug 2025 11:22:00 GMT

@MarkMG The link needed!

https://www.sky.com/help/page/broadband-digital-hub

Re: Trouble ordering Broadband

MarkMG — Tue, 26 Aug 2025 12:15:23 GMT

thanks, doesn't really help as still can't talk to someone, maybe I'll try Instagram route or just give up.

Re: Trouble ordering Broadband

JimM1 — Tue, 26 Aug 2025 12:18:29 GMT

@MarkMG Is it yourself who cannot speak to someone, few options on the 24/7 help but there is a call us number if you do need it!

Re: Trouble ordering Broadband

MarkMG — Tue, 26 Aug 2025 12:35:43 GMT

Thanks, just keep getting the automated options and then diverted out to a Web site page. I'll try the order procedure again tomorrow, if no good I'll go to someone else.

Re: Trouble ordering Broadband

Rutters123 — Thu, 28 Aug 2025 12:57:00 GMT

Having the same issue many times. It isn't a question of time.

After dozens of calls to Sky broadband customer services and having a CRF (internal customer resolution form, I think) and still no success after 6 working days. It turns out the issue is this:

We are out of contract with the existing provider (Now) but they won't release the line and service to Sky, even though they are siblings of the same parent.

Even though the failed order triggers email and texts from Now today "sorry you're thinking of leaving us" the order never succeeds.

it doesn't matter whether we do via the Sky website it or Sky customer services reps do it for us.

Literally just got off a call (1h12, and 4 reps later) the advice is to cancel the existing service with Now directly myself.
And later today Sky (if and when they call me back) they can place the order for the address with no existing provider to get in the way.

this have taken a good 5 hours of calls and 6 failed orders over a month.

Re: Trouble ordering Broadband

Rutters123 — Thu, 28 Aug 2025 13:12:40 GMT

So I just called Now broadband. They said the reason the takeover requests fail is because there is an outstanding request for cancellation (the first one, where the order failed).

So all subsequent orders attempts all failed. But the first one never happened, so it's a clown car of errors all round.

now the cancellation has been placed manually, for tomorrow. And hopefully that will unblock Sky placing the order, which can only happen once the line is freed up, which is Saturday. And an engineer booking at some point late next week or the week after to install true fibre (FTTP) at £21 for 150mbps, which is cheaper than Now (£27 for FTTC at 67mbps).

I hope for no more cockups, but I am not holding my breath.