Broadband disconnected

[Rado20071]

Hi everyone,

After about a month of issues with my broadband I thought it's all sorted and I'll just sit and enjoy it. However, this is not the case. Moved into a new build recently with fibre to the property and was toll all I need is to choose my provider and get connected, and so I did. Tried to get BT and after 3 orders cancelled I finally managed to get one to go ahead. Turned out there was no ONT box installed in the house ao had to get this sorted. Then after 3 engineering visits turned out house was connected to the wrong box and they had to pull new wire to the property. This got sorted and about 40 days later I was finally having broadband, however in the meantime as BT costumer service was absolutely disgracefull I cancelled the service and joined Sky. So since 25/08 I have been connected, but that was untill yesterday. I received an email from Sky confirming that my Broadband and Talk sevice had been cancelled. At this point I thought this surely is technical error but due to my past experience I thought better give Sky a ring and find out what is going on. Turned out I'm switching to a new provider, but the fun fact was I didn't know about it. So after a lengthy phone call explaining that I didn't request this found out that actually is my neighbour and I'm just unfortunate to be connected to the "wrong" line and was told this is Openreach fault. So I asked what will happen as I cannot be without broadband and Sly told be that they will try to get it sorted and my internet will be active until at least end date which is 17/09 and advisor said if that changes they will ring me first to discuss options. This wasn't true and internet stopped yesterday, but when I rang Sky they couldn't tell me when it will get sorted and that it's Openreach dealing with this. So currently my partner is loosing money as she cannot work from home and we don't when and if the problem will get sorted at all. My question is why is Sky not contacting me to let me know what is going on and as Openreach had told me all my problems are sorted and they clearly aren't and they had plenty of time to get it done before will I be able to take them to the small claims court for loss of earning due to lack of service?

[Daniel0210]

@Rado20071 I sympathise with your dilemma but one small point. Skys Broadband service is a domestic service and is not designed for customers working from home. Those customers should arrange a back up plan for such eventualities. 

[bemak187]

@Rado20071 Sounds like openreach issue.  Problem is they dont deal direct with customers, only with ISPs.  Sky will need to try and progress it with them but the first line agent on the phone will struggle with this.  Are there any sky staff around that could take a look at this one and maybe give the OP a hand getting this looked at?

[GD1]

@Rado20071  You'd probably need to speak to the order recovery team.

[JPR007]

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@Daniel0210 wrote:

@Rado20071 I sympathise with your dilemma but one small point. Skys Broadband service is a domestic service and is not designed for customers working from home. Those customers should arrange a back up plan for such eventualities. 

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@Rado20071 similar to above, the only compensation you could get is for total loss of service, which is usually some kind of single figure sum per days lost, but given it would appear to be an Openreach issue, I'm not quite sure where Sky would stand or what they are legally obliged to do as it's kind of out of there control. 

As it's a domestic service, and not a business one, you are not entitled in anyway to compensation for lost earnings, so I wouldn't even bother with a small claims court as you'd get nowhere. You are only entitled to so much (which is very little) on a service where you pay barely £1 a day for totally unlimited usage to a large number of devices. 

Yes, I think this is wrong given the events of the last 18 months, but like a lot of things in life, it's the black and white contract that determines the right and wrong and what you're entitled too, not the right thing to do sadly. Of course, you can use it for work purposes, but it isn't really covered in the terms of service, as per the 48 odd page document that you'd find in your online account details.

[Rado20071]

I agree and therefore I specifically asked if disconnection date will happen ealrier than 17/09 so I can plan around that. Answer was no, but if it does happen they will contact me to discuss alternative arragment and they didn't. Other than this little communication issue for everything else Openreach is to blame. My biggest problems of all is that probably again nobody can tell me when the problem will be resolved, as supposedly all was sorted when they pulled new line to the house.