Cancelled broadband

[macmillan71]

Hi, I received a mail from sky on 20 December to say my broadband was being cancelled. I have not cancelled it. I phoned that day and was put  through to 3 different people. They think someone has used my flat number by mistake. They would look into it. 24 December and I see the cancellation order is still on my account. I phone up again and speak to 2 different people whilst very helpful, they said it's difficult to cancel as my order has gone through and my line is with a 3rd party but they would do there best to sort. I received a text message from sky today to say  they are unable to cancel it. Can someone please help me as I'm wfh and I need my broadband. Thanks 

[GD1]

@macmillan71  I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

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[macmillan71]

Thanks. I'm starting to get a bit stressed about this as I need my broadband for work and its so hard to speak to someone that will sort it. 

[Daniel0210]

@macmillan71 Something else to bear in mind is that Sky BB is a simple domestic service and if working from home on a frequent basis it might be wise to have a plan B in place, mainly for any sudden outages. 

[rakhter8]

I also work from home, what do you recommend as a plan B?

[Daniel0210]

@rakhter8 

If your internet connection is important as you work from home, then you need to look at a 4G dongle or Wifi device as a backup as problems can occur at any time. 

[TimmyBGood]

@rakhter8 

Losing service like that shouldn't be possible, but can happen.  Unfortunately once a cancellation order has hit Openreach it's very hard to prevent it being actioned, so you do need to prepare for a potential connection loss for as long as it takes to get a new order through (which might be ten working days).

[macmillan71]

I phoned up as soon as I had the email, on the 20 December. Given how hard it is to get through to speak to someone, and then get passed to 3 people  and then repeating it to another 2 people on 24th December,  having to say my password to show i am account holder, I find it incredible that someone can put in the wrong address and my broadband can be cancelled so easily. Are there no checks in place?