topic Re: Sky order keeps getting cancelled in Broadband

Sky order keeps getting cancelled

Muzakir1 — Sat, 06 Sep 2025 22:39:34 GMT

I've been offered a deal to join Sky but every time I switch over from Community Fibre to Sky, the order keeps cancelling itself. I've spoken to multiple teams who have promised escalations, sent complaints to both companies however upon calling Community Fibre they informed they haven't received a switch over notice from Sky. I'm at my wit's end with this and totally frustrated with the actual lack of technical support - I'm happy to provide my openreach details but how can this be sorted?

Re: Sky order keeps getting cancelled

cookiemonsteruk — Sat, 06 Sep 2025 22:55:22 GMT

@Muzakir1

Could you enter your full address in the link below and post the table after removing your address from the image. Leave the exchange info at the top

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Sky does use cityfibre for fttp but only when sky have their own equipment at the exchange

Re: Sky order keeps getting cancelled

cookiemonsteruk — Sat, 06 Sep 2025 23:12:56 GMT

@Muzakir1

You will also have to give sky exactly the same address that you gave cityfibre

Re: Sky order keeps getting cancelled

mormegil — Sun, 07 Sep 2025 10:39:52 GMT

Community fibre is operated by a company called gamma, if the number port or ots is not working with community fibre then try using the company that supplies there services instead

Re: Sky order keeps getting cancelled

Muzakir1 — Sun, 07 Sep 2025 15:56:55 GMT

Re: Sky order keeps getting cancelled

Muzakir1 — Sun, 07 Sep 2025 15:57:50 GMT

I've informed them about the porting issues - it hasn't actually resolved anything. It's really strange as even when they selected Gamma as the losing provider, the order still cancelled on itself after submission.

Re: Sky order keeps getting cancelled

cookiemonsteruk — Sun, 07 Sep 2025 16:33:30 GMT

@Muzakir1

On the availability checker what exchange did it say did it say you were connected to

Re: Sky order keeps getting cancelled

mormegil — Sun, 07 Sep 2025 17:01:59 GMT

That's suggests there is something wrong in the background systems with community fibre that they will need to identify and resolve

have you tried a working line take over with a new number?