Broadband problems, router

[Beitablue]

I had an appointment today for the Siro installer to come, he came, configured it, but I haven't received the router/modem yet, so I don't have internet.

I called customer service and they told me it would arrive in 48 hours... We were already off to a bad start, one of the reasons for signing up for Sky was because it was the company that could provide the fastest internet. But since there is no other solution I have accepted, but I just received a message that says: Hi it's Sky. Great news your Sky Broadband service is now active. Please refer to the setup guide provided with your Sky Hub for detail of how to connect your services.

Does this mean that Sky is going to start billing me for internet from today, even though they have not delivered the modem due to an error on their part? I hope not... Because I can't keep wasting my time calling Sky about this kind of thing..  

Thanks a lot.

[Mr+Flibbles+86]

Hi there, thanks for using the community messaging.

We can certainly look into this for you.

Do you have 5 minutes to go through security with me? 
 

[Beitablue]

Yes I have time , But I just realized I'm in Ireland, not the UK...

[Beitablue]

@beatrizgomezescudero

Good afternoon,

The billing start date is not correct. It is true that the SIRO installer came yesterday, but you had not processed the shipment of the router at any time. I had to spend my valuable time calling to ask where my router was, and indeed you had not sent it. The Sky employee told me that he would process it for shipment yesterday but it would not arrive until at least 48 hours later. (We will see if it arrives tomorrow or when) so I do not have internet service and therefore the invoice must be modified.

On the other hand, when I signed up as a customer, the conditions stated that the 4 euro increase was not applicable to new customers (I have screenshots of this information) and I also confirmed this with the employee who carried out the management (I also have the recording as this is not the first time there have been misunderstandings with the companies). In addition, this was the only reason for contracting the service with you, otherwise I would have contracted with Virgin, who were faster with the installation but the price was 35 euros per month and not 30 as Sky offers. This was the only reason for deciding to have internet with Sky.

Therefore.

1) Correct your bill, the service is not being supplied today because of you, not mine.

2) Confirm that the 4 euro increase in April is not applicable to new customers as specified on your website and has been confirmed by your employees.

If points 1 and 2 are not rectified/confirmed, we will be forced to terminate your services. We have not even started using your services and we are already having problems with the delivery of the service and the established conditions.

I also have screenshots and the recording of the conversation with the operator that I can send you without any problem.

[Natwest]

Dear sky, this is Mrs Mary bailey here I am problem with my sky broadband hub and my sky q box also, please could sky sent me an new sky broadband hub as I have already done an service checker and it is still saying the broadband hub but please ask sky I may need to replace both equipment for sky q box and sky broadband hub 

[GD1]

@Natwest  You are not contacting Sky Customer servioces, no one here knows who you are or where you live.  You can't raise such a request in public forum you will need to speak to Sky