CRS raised twice for cancellation. But broadband still not cancelled

[SF16]

so I have been calling up to have my broadband cancelled as the fibre one which I had paid for in May has still not been installed. 

after spending over an hour on the phone last week I was insured that this would be cancelled a couple of days later when I called to enquire. I was told that since the broadband is pre-active it cannot be cancelled. The lady then said she would request a CRS to cancel it. Few days later the query was resolved at the backend/ back office but my broadband still remains active. 

The switch could not go ahead due too this. 

[Chrisee]

@SF16 not 100% clear of the issue but based on what I think is happening. The switch from partial fibre to full fibre can take quite a while however the partial fibre service should reemain in place until the full fibre srrvice is working. A delay of months is rare but do happen but you should be accuumulating compensation payable when the connection is live but will be lost if you cancel see Customer Auto-Compensation | Sky Help | Sky.com

If you want to completly cancel your Sky broadband service you would have to give 31 days notice and you could be liable for cancellation charges if you still in the fixed 24 month contract period unless Sky waves those which is possible in your circumstances. Your service will remain live during the nitice period.

However it nay not be possible to cancel the fibre upgrade order as Openreach are increasingly declining to offer partial fibre connections in areas where full fibre is available as their long term plan is to decommission the copper phone network. If that applies to your address then it will affect all isps using Openreach lines.

[SF16]

What do I do in the mean time? ie 

1. Stay without broadband? 

2. Switch to another company 

3. Pay 43£ pm for Copper which is a bit too expensive for me.  

As I was not forewarned about the "delay of months" and don't want to spend 43£ pm for however long. And the fact that people working for SKY have no idea- I decided to switch. 

I will be cancelling and hence the CRS raise . Thing is no one is calling back to inform exactly what is happening- they seem clueless. 

[Chrisee]

@SF16 most people use mobile data as switching ISPs at this point is likely to cause further delay unless they can ise a non-Openreach line serving your road. Any fixed line service has a minimum 24 month contract. These delays are relatively rare but do happen my own fibre upgrade took 6 weeks longer than orginally planned. You should be due compensation once the line is connected see Customer Auto-Compensation | Sky Help | Sky.com

If Sky staff told you to cancel the BT connection rather thhan letting the one-touch switch system handle it you have a legitimate complaint but if you didn't ask and just cancelled yourself its down to you unfortunstely. This page explains the system https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider

[SF16]

I was told to switch if I wished as there was no way to know when it would be available. I was also told that I would not be charged for the 24 month period since the service was never put in place.

it is nowhere in the contract and the agents of themselves say different things when asked, at different times. the inconsistency and lack of transparency is the issue. I hope they have everything documented as I have asked them to make a note on my account.