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.