Dear Sir/Madam,
Background:
On 31st March 2022 I placed an order to transfer my broadband to Sky and received an email to say that my Sky Broadband would be activated on 14th April.
On 7th April 2022 I received an email to say that my Sky Broadband would now be activated on 25th April.
Following receipt of this email I contacted the Sky customer service department to find out about my order and was told that there was a problem due to an open order with Vodafone. At this point I contacted Openreach and was informed that there was no open order and no reason why my Sky Broadband order couldn't go ahead.
I contacted the Sky customer service department again just before Easter to provide this information and I was asked to ring back again after Easter by which time the matter should have been resolved.
On 19th April 2022 I again rang the Sky customer service department to be informed that they would start a new order, however, on checking my account since then I find it still says 'No order showing'.
My understanding of how the process is supposed to work is that all I need to do is to contact my new broadband provider and place an order and they will handle everything in terms of cancelling my current broadband contract and arranging to bring the new service into operation. This contrasts starkly with my experience which is that I have had to make numerous phone calls and at this point in time, have made zero progress.
I would now like the Sky customer service department to take full responsibility and be far more pro-active with this order. I would like you to quickly resolve any outstanding problems and keep me fully updated on what is happening. This includes responding to this email promptly to confirm that this is what you will do.
Finally I would also like written confirmation that the price I will pay for my broadband is that which was originally quoted i.e. £21 per month.
Many thanks
Alan T Dodd
Lack of progress on outstanding broadband order
