Help? Crashed during order

[Jonesp37]

Not the best start. Jumped on the site, picked the 900 gigafast package and after entering all my details, switch info from current provider and even my card details. The site seemed to get stuck...

so the white screen looking like it didn't manage to load through to the next screen.

BUT, had an email from current provider about my switch. No email from sky, no orders shown when I go into the my orders section.

so what happened? Has my order been placed? I know you've had my card details and direct debit details for the service. Hitting chat just gets you a bot that can't help apparently. It tells you to use the forum, so here I am.

Anyway, please let me know! Thank you 

[caesarome]

@Jonesp37 

As we are customers here we can not confirm anything so you will have to either call them or use one of the social media links at the bottom of this page to get them to look into this for you.

[Jonesp37]

Hey, yea I had a feeling that would be the case. However just highlighting the flaw in the order process failing, it directing you to the live chat, for a bot to tell you to post on the forums for help. Instead of simply connecting you to a human.

Not a great start to switching. Still no confirmation emails from sky on it. So to get one from my current supplier was bizarre.

[caesarome]

When calling say nothing when asked by the bot as it might then direct you through to someone.

[Jonesp37]

So here goes... my experience as a NEW customer.

Saw the deals, went to the sky site and all seemed great.

- Entered my postcode & house number, came back with the speeds and offers.

- Decided I wanted to switch from my current provider and proceeded.

- Entered all the details, got given a date (next Wednesday 3rd Dec) which was pretty good.

- Entered my card details for the direct debit etc 

- Accepted the details

- Next page went blank...

so at this point a bit confused. Page dint load anything, waited a bit, refreshed, nothing.

Notice an email from my current provider giving me a switching reference so it's clear the process has triggered things being fired off to them.

-Go into Sky - my orders.... it's empty

- Tried the live chat, it's a bot, no way to speak to a human, it tells me to go to the forum. Post on the forum get the response I expected (we are users and not sky)

- Waited a while incase there was just a delay on the order populating, nothing so I called them.

- Person on the phone, perfectly polite however made it pretty clear she couldn't find me on the system with my address and asked if I had even ordered... I pointed out that they had clearly managed to prompt my current provider to send me an automated switching email so clearly I had.

- Put me on hold, came back and took more details (my email address etc). She clearly still couldn't find anything and asked ME when I was having the install date for sky. 
- Suddenly she changed tact and started to tell me she was sure it would all just be fine and that they will handle it all and they just can't see anything yet because of it being a switch from an old provider.

- I questioned how that could be the case if she still can't see anything like my order or anything. She told me to wait 24 hours and she was sure it would all show.

So here I am, Day 1, wondering if I made the right choice switching... (or maybe not switching!!) as I haven't had so much as an email or text confirming anything!

Really could do with someone from sky to tell me if any of this sounds right.

[MightyQuinn]

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@Jonesp37 wrote:

Really could do with someone from sky to tell me if any of this sounds right.

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Hi @Jonesp37   If you are waiting for someone from Sky, then you are in the wrong place.

[Jonesp37]

Funny you should say this... after another live chat just a moment ago... it concluded with a statement that claimed you could get responses from sky staff on the forums.

Wish I had screenshotted it, but sure I could easily go do the same thing and get the statement.

But thanks for the response.

[caesarome]

@Jonesp37 

Up to about 4 or 5 months ago it was possible to flag certain account related issues to Sky staff but sadly this has been down due to an issue with the software provider on here that is still ongoing so that message at present isn't actual correct.