Hello everyone,
My Sky Broadband and Talk was activated on 25th Oct. Everything worked as it should straight out the box. I got a new phone number even though I completed the purchase online, filled in the form and matched the previous Virgin Media account at the same address albeit different first name (One touch switching). Got an email from Virgin saying we're switching to Sky.
Yesterday around 5pm, Sky cuts off after working absolutely fine for 4 days. Router flashes slow green, went through troubleshooting, turning it on/off, resetting by long-press of WPS button, talking to Sky on the phone and they've escalated it. Said they will review it on Friday. This morning, Virgin Media cuts off so now I'm without any broadband, phone and TV services as well as my long-lived landline number (as Sky says).
Spoken to Virgin Media who have said the switch is being completed today hence why they've disconnected and should complete in the next 24 hours. Going back to Sky several times who say they know nothing about Virgin Media and have said I have not asked to switch from another provider hence why they've given me a new landline number. They also say if I want to switch, I need to cancel Sky and reorder as a new customer which will take up to a month with no guarantee of the same contracted price.
I've since had a text message from Sky saying a replacement router is on its way but no mention of this anywhere else. It seems information is very hard to find as there hidden through the MySky app. On the phone, they say they want no further discussion about this until Friday.
Is this normal? Is something wrong? How does compensation work? How long do I need to wait until I get service back?
TIA
