Broadband activation

[jsbr2014]

Hi, I switched to from BT fttp to sky fttp a couple of weeks ago and my activation date was 7th August.   On 7th August my BT service was cut as expected,  but Sky is still waiting to be activated.  I called Sky on the 8th, and they told me they/openreach needed another 48 hours.  I called Sky on the 10th they told me it would be activated on the 12th, I get to the 12th still no broadband so contacted them again, and they assured me that it would be up and running within 48 hours, so 14th.  I just don't believe them now.  I filed a complaint thinking that would get things moving, but no joy!  They just told me it was 'awaiting provisions' status, whatever that means, told me to contact broadband team and closed the complaint!  Has anybody else been in this situation?  And if so how was it resolved?  Call me cynical, but I'm convinced tomorrow will come and go with no broadband still, I call them and they'll tell me it'll be within 48 hours!  When I look at my sky app order tracking still says 'activation due 7th August'.  Also, correct me if I'm wrong, but if an activation date can't be made, I thought sky would have to reach out to me to explain why not. It shouldn't be for me to chase them up?

[Chrisee]

@jsbr2014 sounds like a right mess. Normally a switch between ISPs using thecsame line is seamless but in your case clearly it wasn't. It is most likely some issue at the exchange which is operated by Openreach who are very poor at communicating when things go wrong. Sky can only tell you what Openreach tell them.

You should be accruing compensation for the delay see Customer Auto-Compensation | Sky Help | Sky.com

To get you more help I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

My Post Has Been Escalated – What Happens Next on Sky Community

[jsbr2014]

Thank you.  I just seem to be stuck in a loop.  I've look at the ONT modem, and that's lit up how it should be, so I don't know what the issue is.

[Brill+Gill]

Thanks for escalating this @Chrisee. We’ve sent @jsbr2014 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.