Cancelled on giving notice

[Waterford1]

I rang yesterday to cancel my sky TV and broadband giving the required 31 days notice. After confirming that everything would be disconnected on the 9th of July after a 30min phone call my broadband was turned off immediately. I rang them back immediately and was informed it could take up to 72 hours to resolve. I rang today again for an update and was told it could take a few days from now and even when connected it will take another few days before they sort the contract to make it attach for the balance of notice but that I won't be charged for when it's off. I work from home on the internet and my oldest son needs for his leaving cert. I was told there is nothing they can do. I have been with sky 17years and only cancelling because I am moving house which won't be ready with power till the end of July at earliest. So you don't have to give notice they can turn off your broadband in 10minutes or less. 

[Mark39]

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@Waterford1 wrote:

So you don't have to give notice they can turn off your broadband in 10minutes or less. 

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That will have been an unfortunate error somewhere. 14 days notice is required to cancel Sky Broadband

[MightyQuinn]

Hi @Waterford1   It is very unusual for somebody to cancel their broadband direct.  With the one stop switch (which is now used by Virgin & Altnets) they normally coordinate the switch to minimise the downtime on the same day. That is unless you have decided to stop using broadband completely.

[Waterford1]

Was cancelling as moving house and new house has no power yet and won't till mid to end of July. Moving out of our house on the 1st of July. Sky don't offer a service to pause your subscription for a month

[Waterford1]

Was told I need to give 31 days which I did but they just stopped the service with admitted affect. I have been told could take at least 7 days before back up and working. Still waiting for a manager to call me back to explain what happened. No internet for catch up or netflix 

[Mark39]

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@Waterford1 wrote:

Was told I need to give 31 days which I did but they just stopped the service with admitted affect. I have been told could take at least 7 days before back up and working. Still waiting for a manager to call me back to explain what happened. No internet for catch up or netflix 

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Clearly it shouldn't have happened, so there's been an error somewhere. It's 14 days notice for broadband. The time is takes to reinstate your broadband service is dependent on Openreach rather than Sky.

[Waterford1]

Was told originally on Monday at 11 it would take max 72 hours to sort out. When I rang back on Tuesday was told it could take up to Tuesday for it to get sorted, on Wednesday was told it should be reconnected the following day but Friday the last. Rang back this morning was told I would get a call between 11 and 12 which never happened. Rang at 2 as was told the reconnection was always scheduled for Monday. Why all the lies. I need internet for work, son doing leaving cert, and even my home doorbell. They gave a speech of things you may need to sort before disconnecting like sorting a phone for emergency or any other service attached to phone line and then they just cut me off with immediate affect. They have always been fast to offer a better deal when going to cancel and even reminded me I was with sky for 18 years but when they screw up they all have lied, passed the buck, refused to transfer to a manager, and at no point have they rang me with any updates. I had to tell them I wanted to put in a complaint and was told someone would contact me in 10 days. Doubt it

[Maria842]

What???? 

[caesarome]

@Maria842 

What is it you don't understand or what is your billing issue ?

[Waterford1]

Not a billing issue. It's the fact they made a big mistake and just don't care. They don't care that they just cut me off. What if I was a 70 year, what if I had be recently broke into and now had installed alot of cameras using WiFi to feel safe till I moved, or like in my case I am self employed with a son studying for his leaving cert. They lied repeatedly when it would be back in and just didn't care. No one ever rang me back or even explained the error. I had to ask to issue a complaint as not getting anywhere.