Broadband order disappeared

[Rukhma]

Hi everyone. 

ordered sky q and super fast broadband around 2nd or 3rd december. Sky q was installed Thursday 21/12. Broadband was showing an activation date of 28/12 then changed to completed (previous person in house had sky broadband which is due to cancel on 28/12 as that was the earliest date for the required notice period, so I would assume nothing needs to be done at the exchange or cabinet, etc). The openreach appointment was showing cancelled too but it showed an engineer investigation for 28/12. Router delivery was showing as completed but when you clicked on it showed coming soon. 

once the sky q was activated today the broadband order disappeared from my account. I called sky wednesday 20/12 to query when I would recieve the router as it's due to go live on 28/12 and there's not many working days left to get it in time. Advisor said orders not showing on one system but somewhere else shows I'm due to be called on the 29th by someone from sky. Said they can't send a router until the previous persons account has closed down. Asked if they could get a manager to override the system and send a router out so I could have it in time for the 28th but no luck there. Tried fb messenger sky help on 20/12 too but no response from them yet.

just worried that as the order has completely disappeared from my account it's going to cause further delays. Anyone experienced this before? Surely the router can be sent out in advance as nothing physically needs to happen to connect the broadband and potentially only a username/password needs set up for the connection?

[Chrisee · Accepted solution]

@Rukhma the fact the previous resident had Sky Broadband does not change the process that Openreach follow for your new service. You cannot have two services on one line pretty obviously. Once the line is clear Openreach will be able to action your order it is they not Sky who control this process which works to a system defined by Ofcom ie somewhat bureaucratic and inflexible. Sky's logistics partner Unipart dispatch hubs to arrive a day or so before activation either using Royal Mail or DPD.

This type of issue is reported in the forum quite frequently and the question is asked if it is a "Sky" account that is closing  why can't the process be short circuited and the answer is always no as the process followed by Ofcom/Openreach is a cease followed by a new supply so the previous isp doesn't have an advantage.