Annoyed; Fed Up and Still no Broadband

[PenguinePenguin]

A moan in the hope I can get someone to talk to me via email. The help assistant will not allow you to talk to a human and not everyone can phone easily!

I phoned (with the help of someone) to order my home move in May. Was assured that my new home had all that was needed for my requested Broadband. I asked to check as last time I had to wait 5 weeks and it was torture! I am at home 99% of the time due to disability, I rely on broadband for lights, doorbells etc then work - the thing that pays the bills. My Tv as I just invested in a sky glass, 

last time I went through 3 years of piggybank data and still had to upgrade for a month. Costing me £70 in extra mobile bills. This time it's cost me a new 4G router my old one lost in the move , to watch blurry TV and £150 so far in mobile data just to work for a few hours a day. Given how long I've been waiting I kinda feel a refund on mobile data is needed along with unlimited whilst they sort this mess out I've lost over 500gb of piggyback data due to this which is worth a fair bit of money.

So here we are it's nearly August and im still without broadband, in a house that had the same service (apparently) before. 

Open reach arrived in May with hard hats on and walked up and down my drive, nodded and rang the doorbell to tell me they would have to dig up the drive and they would be back soon.

I keep getting updates from sky but it just says "sorry" or goes in a loop of sending me exactly the same information, there is no option to say anything like "I'm really fed up" I'd like to know what they can do at this point, something temporary maybe as I'd rather have something as opposed to nothing, given I invested in a 66" sky bloody glass on the reassurance the broadband would be in place the day after I moved in and well now it's three flipping months later. The ability to use sky go or sky store for free is great but watching it on an iPad mini in front of a 66" TV that isn't that smart and certainly not smarter - my old TV worked fine from a 4G router this one does not work well at all,  it's like watching what I imagine when I think of a badly camcordered dodgy movie from the 80's

Not being able to add even a short comment to the ticket is beyond frustrating and having to phone for everything is actually pretty ableist from my perspective. 

as I said a moan, feel free to add your story of woe, also.

[cookiemonsteruk]

@PenguinePenguin 

Keep an eye on this forum preferrably using a chrome browser

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 red and blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[cookiemonsteruk]

@PenguinePenguin 

You should have received your chat invitation now. Thanks @Mr+Flibbles+86 👍

[TimmyBGood]

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@PenguinePenguin wrote:

So here we are it's nearly August and im still without broadband, in a house that had the same service (apparently) before. 

Open reach arrived in May with hard hats on and walked up and down my drive, nodded and rang the doorbell to tell me they would have to dig up the drive and they would be back soon.

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That would suggest they intend to provision FTTP, so unfortunately a previous FTTC connection has no relevance: This is a nasty side effect of a Home Move during the push to get the country onto an optical service, and ISPs really don't seem to have a good solution.

[TimmyBGood]

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@PenguinePenguin wrote:

 Given how long I've been waiting I kinda feel a refund on mobile data is needed along with unlimited whilst they sort this mess out I've lost over 500gb of piggyback data due to this which is worth a fair bit of money.

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Compensation is paid after a delayed broadband service is finally activated: there's no additional payment for cellular data use.  The current rate for this is £5.33 per day.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat... 

There's no equivalent scheme for subscription television even where this is reliant on broadband: you can try negotiating with Sky over lack of Glass service but they aren't obliged to pay.

[TimmyBGood]

@PenguinePenguin 

Just to explain my first comment: the presumption is that where an address is located in an area with FTTP infrastructure, any new order (such as a Home Move) will be provisioned using FTTP, even for a Superfast service.

Because they are paying for FTTP to go in, unfortunately this means that the ISP will not also pay a fee to Openreach to make the previous broadband connection active (either ADSL or FTTC) and so that is not available for use if actual delivery of FTTP is delayed: this makes it fundamentally different to the in-place upgrade process.

[Lisa-P1987]

We are still looking to help you @PenguinePenguin . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks