Message on My Sky says "Your broadband isn't active yet" when it is...

[Chrisee]

@Max100 you need to talk to Sky's customer services if tgecapp is not picking up,your account details corrdctly. Sometimes thry need to get support from tge  back office teams which tales a couple of days.

[Max100]

Many thanks @Chrisee .  I may do so....last time I called Sky customer service, I was on the line for over 1 hour being bumped from one dept to another .....without any resolution (got left hanging and then cut off).   Appreciate the feedback and advice.

[Chrisee]

@Max100 I have now escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

The forum escalation team are pretty experienced so should becable to help but this can be surprisingly complcated to sort.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Keglington and @Max100.

[Lisa-P1987]

We are still looking to help you @Montalban . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Melanie25]

I have been involved in a chat message ... provided so much information and STILL the problem is not fixed. Why is it taking so long?

[Lisa-P1987]

As mentioned on the chat, this is something our team is investigating. As soon as we have a solution, we will update the thread for all those customers affected. 

[Melanie25]

Three days later NOTHING is solved and no update from Sky !!!! any advice @caesarome @Lisa-P1987 @Addie15  as to next steps ??

[Melanie25]

@Lisa-P1987  ... thank you  .... but really why does it take so long ???  and why can't you give us a regular update as to progress??

[Lisa-P1987]

We just don't have the information just now. So we have been collating all the info and our tech team has been working to get a fix implemented. 

[KeithCrocker]

Exactly the same as me!! Can't change the parent settings on shield. It's saying broadband isn't active yet???

Everything else is working fine.

[Tom-W19]

Hi @KeithCrocker 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Melanie25]

Ok @Lisa-P1987  but when will I get a fix .... it's been three days now ... 

[Melanie25]

@KeithCrocker  If you get a response and a fix before me I will go mad (not at you !!) 🤣🤣🤣🤣

I started this message trail and we are on Day three already !!  @Tom-W19 @Lisa-P1987 

[mbudgie]

I have been having the same issue for three days and it is wrecking havoc in my household. How ling is this going to take?