topic Re: broadband issues - tricked by sky agent in Account & Billing

broadband issues - tricked by sky agent

Anushree — Mon, 09 Sep 2024 21:02:59 GMT

this afternoon upon calling sky to place home move request I was told that I wont get 'sky broadband superfast' at my new property. I was offered exclusive plus that offer 12MBPS download, lol

I thought this might be the only way out as I didnt get the email while I was on call with the agent to confirm the speed. Upon checking the website I figured out that there are better options available and to what was offered to me absoultely rubbish. My lack of information tricked me ! How can I undo this?

Also, I told the agent the deactivation date as 25th September but email says 9th September not sure how can I get this fixed? Can any one from Sky help?

Re: broadband issues - tricked by sky agent

Anushree — Mon, 09 Sep 2024 21:06:36 GMT

Download speeds: Normally Available: 12.2Mbps; Max: 12.2Mbps; Min: 5.9Mbps
Upload speeds: Normally Available: 0.9Mbps; Max: 0.9Mbps; Min: 0.7Mbps

this is what is offered to me at a discounted price of £30 or else the actual price is £43 a month. Can this for real?

Re: broadband issues - tricked by sky agent

TimmyBGood — Mon, 09 Sep 2024 21:15:19 GMT

@Anushree wrote:

I was offered exclusive plus that offer 12MBPS download, lol

That would be 'Essential Plus' (ADSL at 'up to' 24Mbs) which is now the oldest and slowest broadband technology still in existence.

https://www.sky.com/help/articles/your-sky-broadband-questions-answered

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate if anything else is available.

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

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

Re: broadband issues - tricked by sky agent

Anushree — Mon, 09 Sep 2024 21:13:34 GMT

Oh my god, why would they do this to me? They had so many options why would they offer me an ancient service like this?

Also, I am unable to check on the link provided , I am moving to a new place and its a UK address. I tried using the post code of the new property but nothing comes up.

Re: broadband issues - tricked by sky agent

TimmyBGood — Tue, 10 Sep 2024 11:54:59 GMT

@Anushree wrote:

Oh my god, why would they do this to me? They had so many options why would they offer me an ancient service like this?

Typically because the sales system says nothing else is available: that's unusual but not impossible (for example if there's no spare capacity at the local fibre cabinet)

Also, I am unable to check on the link provided , I am moving to a new place and its a UK address. I tried using the post code of the new property but nothing comes up.

That would be rather a fundamental issue when trying to place an order with any Openreach ISP. Is this a new build or newly converted address?