topic Re: Given Misleading Information in Broadband

Given Misleading Information

Tess15 — Sat, 22 Nov 2025 14:44:20 GMT

I'm fuming this morning

I had ended my Sky Contract on 17/11/25 and went with another provider. The switchover did not work and due to a 5 working day wait for the problem to be solved I phoned Sky to ask how quickly I could be reconnected. I was told as I had an ONT and still had the equipment that I could be reconnected by 21/11/25. On that basis I agreed to contract for another year.
On 20/11/25 I received packages to return my

Q and router etc. I phoned sky to ask why and they assured my I was still scheduled for 21st reconnection. Yesterday came and I phoned to check again if it was still happening especially as I am being charged for a mini box from the 18 th which obviously I can't use. Again I was assured it would be 21st or sometime thereafter.
I have phone today to be told it will be the 1st December that the reactivation would take place. I have asked her to check why this has happened and can they escalate the takeover to be told there is nothing she can do as it is the weekend. I would like to know why I was misled all week

Re: Given Misleading Information

TimmyBGood — Sat, 22 Nov 2025 17:53:49 GMT

@Tess15

Just a guess, but the dates suggest to me that it's new provisioning rather than a 'reactivation' (which I'm not sure was ever going to be possible)

Re: Given Misleading Information

Tess15 — Sat, 22 Nov 2025 16:49:26 GMT

It's a take over which I assume would be reprovisioning

Re: Given Misleading Information

JimM1 — Sat, 22 Nov 2025 20:31:30 GMT

@Tess15 Sorry it is just too hard to understand your opening post, is it that you already had sky FF delivered via an ONT and were connected up and working if so far correct yah/nah to that.

The 2nd part is the one, your new provider let you down but here is the tricky bit if you did and they were all part off the OTS, then sky keep the lights on no matter what is the delayed provisoning for the new supplier.....

That all falls apart if you don't do it that method!

Re: Given Misleading Information

Tess15 — Sun, 23 Nov 2025 00:18:47 GMT

I was with Sky but got a stupid contract renewal price.
Decided not to renew and went with another provider.
On switchover day new provider service was terrible. Internet light would not hold and WiFi would not even make it to the next room.
Waited for improvement within 24 hours that did not happen so and was informed that I would have a minimum 5 working days wait for an engineer to go an reprovision service. At that point I cancelled
Phoned Sky to see how quickly I could be connected again. Was told that as I already had all equipment in place and as was a diamond VIP I would have it by the Friday (3 days later ) but as it was just a line takeover it would probably be before that.
Next day Sky Q already working again but obviously not mini box as no internet.

Phoned Sky again to confirm fibre connection on the Friday as already being billed for Q, mini box and Netflix. Was assured it was going ahead.
Thursday I received a bunch of packaging to return all sky kit so phoned again and was told definitely happening on Friday. Also in my app appeared a reconnection date of 1st December but was told to ignore that.
Friday nothing happened. Phoned Sky again was assured it would happen on that day or shortly thereafter.
Still nothing today so phoned again and was told there was no plan for the Friday connection and that I would be connected on 1st December.

Meanwhile I am being billed for services that I cannot even use for 12 days.

Re: Given Misleading Information

JimM1 — Sun, 23 Nov 2025 00:52:24 GMT

@Tess15 Ok kind off with it now, and as the smooth return has not happened, can be that way but it is all down to the Fibre provider to return you connection wise, that is not within the control off sky, they can and will promise you the earth but as you see that has not happened, as for the other part TV and the rest, you can ask sky to refund that NONE connected due to the BB side falling over and they should do that, will take a manager to sign off for you to be compensated....

The rapid changeover does happen i had it 5 days on return to sky and the EE swapover Fibre to Fibre and it's the case sky phoned said can you do it, i said go ahead do as you need dont worry ready when you are! As you are Broadband can see that, but the TV side is and always has been seperate service, they do not go hand in hand, so much so BB is 14 day's and TV is a month when you cancel the services!