topic Re: Broadband order keeps getting cancelled in Broadband

Broadband order keeps getting cancelled

Staciemma87 — Sun, 12 Apr 2026 18:56:19 GMT

I'm very unhappy. I've returned to Sky after months in a women's domestic abuse refuge, after being a customer with yourselves since 2004. I've also been a sky mobile customer with yourselves for years.

Upon returning to my property, I immediately ordered Sky Tv and Sky broadband. I received the streaming box for the Tv and I was informed the broadband would be installed on the 15th. As I was informed of this date I set up appointments to have smart meters installed, security cameras and a burglar alarm system, for my safety.

This order was cancelled by yourselves and I was told it was a technical error. The order was made again and I was given a new date of 21st April for installation, which I was not pleased about as I had to cancel and rearrange the installation of my security devices, which has left me unsafe.

Again, the second order for broadband was cancelled by yourselves again citing technical errors. This is inexcusable. I have since contacted Sky on two separate occasions to resolve this issue immediately because not only is my safety compromised whilst my property does not have WiFi access, but I also cannot use the Sky TV. No one has been able to assure me they can provide me with the broadband quickly or that the order will not be cancelled again! This is terrible customer service.

I would like to know exactly why this is happening, as I already have fibre installed at my property, and I would like to know how quickly this can be resolved please otherwise I will have to cancel both the Broadband and Sky Tv and I'll be cancelling my Sky mobile also, as my contract was paid off last year.

I am extremely unhappy with the service that has been shown to me thus far. I did not expect to have to deal with this on top of everything else I have gone through. I'm having to use my mobile data for everything and I cannot keep doing this as my signal is not great where I live.

If someone could please advise on what steps you can take to resolve this for me urgently please I would appreciate it.

Re: Broadband order keeps getting cancelled

Laing1 — Sun, 12 Apr 2026 19:16:49 GMT

@Staciemma87 wrote:

I'm very unhappy. I've returned to Sky after months in a women's domestic abuse refuge, after being a customer with yourselves since 2004. I've also been a sky mobile customer with yourselves for years.

Upon returning to my property, I immediately ordered Sky Tv and Sky broadband. I received the streaming box for the Tv and I was informed the broadband would be installed on the 15th. As I was informed of this date I set up appointments to have smart meters installed, security cameras and a burglar alarm system, for my safety.

This order was cancelled by yourselves and I was told it was a technical error. The order was made again and I was given a new date of 21st April for installation, which I was not pleased about as I had to cancel and rearrange the installation of my security devices, which has left me unsafe.

Again, the second order for broadband was cancelled by yourselves again citing technical errors. This is inexcusable. I have since contacted Sky on two separate occasions to resolve this issue immediately because not only is my safety compromised whilst my property does not have WiFi access, but I also cannot use the Sky TV. No one has been able to assure me they can provide me with the broadband quickly or that the order will not be cancelled again! This is terrible customer service.

I would like to know exactly why this is happening, as I already have fibre installed at my property, and I would like to know how quickly this can be resolved please otherwise I will have to cancel both the Broadband and Sky Tv and I'll be cancelling my Sky mobile also, as my contract was paid off last year.

I am extremely unhappy with the service that has been shown to me thus far. I did not expect to have to deal with this on top of everything else I have gone through. I'm having to use my mobile data for everything and I cannot keep doing this as my signal is not great where I live.

If someone could please advise on what steps you can take to resolve this for me urgently please I would appreciate it.

@Staciemma87 Afraid you are not contacting Sky's customer services on here, this is a customer to customer forum where customers help each other.

I have escalated this to sky

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Re: Broadband order keeps getting cancelled

TimmyBGood — Sun, 12 Apr 2026 19:19:45 GMT

@Staciemma87 wrote:

No one has been able to assure me they can provide me with the broadband quickly or that the order will not be cancelled again!

Unfortunately I'd think no-one should offer such an 'assurance', because it almost certainly wouldn't be true. Contact centre personnel will only see what their screens tell them, and may have absolutely information about what's actually happening in this case.