No internet or TV for Two weeks

[Sarah+vanderspeig]

Late Monday, on the 18th of August, our Internet and TV services stopped working, I telephoned the next morning to be told that our services have been cancelled. I explained that we have just come back from holiday and was out of the country when said services were cancelled on the 2nd of August.

I asked for them to be turned back on and was told it is not that simple and I would have to wait 72 hours as the issue has to be raised in the back office . My husband works from home and needs the Internet and has been unable to work these last two weeks and has lost earnings, this calculates to £700 this past two week so far.

I of course would like the Internet and the TV in the evenings to wind down.

It is now Saturday 30th August. It has been over well the 72 hours and our services are still off.

I have rang customer services three times a day every day since this happened , each time I am on the phone for 45 minutes to an hour per call. Every time I call people in customer services they say they can’t help me and will not give me a timeframe in which this will be resolved.

We’ve been with Sky for almost 16 years and feel terribly letdown with the service, we did not cancel and have done nothing wrong but are being fobbed off every time we call.

I’ve had many members of staff say they would call me back and never did (jenny) other staff that escalated the issue and said that they would deal with it in 72 hours (Mohammed).

Left with no service for a almost two weeks and over a bank holiday!! This is going to affect our bills at the end of the month, absolutely awful customer support!!!

[Daniel0210]

@Sarah+vanderspeig 

Sounds like it's probably been passed to a back office team to try to resolve. I'm afraid you'll need to persevere in contacting Sky for updates, alternatively you could submit a complaint 

https://www.sky.com/help/articles/how-to-make-a-complaint 

Whilst Sky may eventually credit your Sky account to a certain degree as broadband is a domestic service you won't get any quicker service or compensation for loss of earnings. 

[caesarome]

@Sarah+vanderspeig 

Did they say why it had been cancelled as usually the only reason would be if you a bill hadn't been paid so I take it that this wasn't the case ?

[TimmyBGood]

@Sarah+vanderspeig 

Unfortunately a broadband cancellation cannot be reversed in anything like 72 hours: it typically requires provisioning of a new circuit and that has around a two week lead time from the point the order is placed.

As noted above, it's important to find out why the service was cancelled in the first place, because that potentially affects the reprovisioning process.

[martswain]

Do let us know why your service was cancelled and disconnected.

If you rely on a domestic service for work purposes you should always have an alternative in place for situations such as this, there is no compensation for loss of income.