Broadband Ultrafast Ireland activation - issue with the order

[thedublinguy]

Hi

I signed up for Sky Broadband today (again) after an issue with my previous order that the customer service wrongly cancelled on their own. I'm ending with Virgin Media fibre broadband tomorrow and installation for sky is planned for 11th November (booked it in through sales agent in person and have this in email). The sales agent said Virgin shares infra with sky so the first order would not have needed UAN/CRN numbers and so should have gone ahead. I was on call with customer service today for ages and they weren't able to give a clear reason why saying my line was still active with another provider.

Is there a rule that sky can only book installation once the line with existing provider ends? (Which means one will be without internet for weeks)

Didn't get anywhere so ended up signing up again today. Now in the sky app orders I see it says action required on sky engineer visit and broadband activation steps. Sky hub delivery says awaiting dispatch and in progress. How can it be both? Am afraid if im missing something that happens when switching from virgin to sky? I have the fibre line already so just really need sky modem

also my sky tv order is not showing in the app so a bit frustrated as first time customer

[Chrisee]

@thedublinguy there is no Irish equivelant of the one touch switching servicecthat operates in the UK. This article explains how the system should work https://www.bonkers.ie/guides/broadband-tv-phone/switching-broadband-provider-frequently-asked-quest... 

Sky use several different fibre providers in Ireland but recently included Virgin Media so it should on the surface be a simple switch with just a change in hub. Its not clear why an engineers visit has been programmed unless a switch of ONT unit (fibre modem) is required which is possible. You will have to speak to Sky ireland to clarify exactly what is happening. The My Sky app. Can take w4 hours to fully update after a change but it sounds like there is a confusion somewhere.

[thedublinguy]

Thanks, called them again and they said Virgin line was active and so order was auto cancelled again. Pretty frustrating. Line is deactivated today so they scheduled engineer visit for 13th now, another two days delay. 

No idea why they cant be streamlined between departments. When sales agent scheduled eng visit, he should have got an error that existing virgin media Line is active and needs CRN and UAN numbers. Neither the sales rep nor customer service knows what happens in backend and there is no info online. And this is unfortunately causing break in my service. 

customer service agent then says we hope it will be done on 13th as they made a note on my order. 

also sky tv is separate from sky broadband so agent should not have sold me sky tv again since last one is active.

I wish they had one streamlined department end to end and not everyone relying on hope