Cease in the broadband line

[Mr.+Wolff]

This post will hopefully raise awareness of the unethical business practices from Sky as well as finding out if anyone encountered the same problem.

On 28/6 June I cancelled Sky Broadband and raised an order with EE.l Broadband.

Yesterday 11th July I was made aware that Sky had put a "cease" on the line without my knowledge or authorisation which meant EE could not progress the order until it was fully cancelled on 12th July. This will now mean I will be 2 weeks without internet access.

At the time of cancellation Sky should have advised a remote transfer to EE would effectively cancel the Sky Broadband with no break in service, instead they proceeded with the cease on the line knowing this prevents any service providers from taking over the service.

This is an unethical business practice and Sky knowingly pit a cease on the line with the intention of creating a break in service.

[Chrisee]

@Mr.+Wolff unfortunstely the issue is because you chose to cancel and subsequentally order from another isp using Openreach network. The Ofcom one stop broadband switch process is by the customer ordering from a new isp and for them to handle the cancellation as explained here https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switchi...

That process should ensure there is no gap in provision.

It is perfectly normal for customers switching to a different network provider like Virgin Media to cancel their Sky service as the one stop switch does not work with those switches at the moment therefore unless you specifically mentioned EE broadband as opposed to EE mobile broadband the  Sky agent was acting correctly.

[jamesn123]

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@Mr.+Wolff wrote:

Yesterday 11th July I was made aware that Sky had put a "cease" on the line without my knowledge or authorisation

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You literally authorised it by cancelling your Sky service?

The proper way to switch ISPs is to contact the new provider and tell them you want to move to them. They then deal with the rest of it.

As @Chrisee has said, the whole reason you had this issue is because you cancelled with Sky first rather than just ordering with EE. 

[reb97]

I have the same problem. I was reaching the end of my fixed rate with Sky, so I told then not to renew, I would move to someone else. I made it clear to them I was not cancelling my contract with them, I was simply not renewing it, and would not be continuing with them, as I would get a new supplier for less. I then lined up a new supplier, aiming to start the day after my contract with Sky ended, only to have them tell me there was a cease on the line, and they could not process my order until the day after my contract with sky ends. Sky did not tell me they would do this! this is my first time switching supplier so I had not idea this 'cease on the line' was even a thing. This is unethical, as they are clearly doing it to spite customers for leaving!

[SKY1992bf]

@reb97  Sky are not doing anything to upset customers you have simply and unfortunately followed the wrong process for switching 

the proper procedure is as detailed by @Chrisee in post 2 above 

[jamesn123]

@reb97 

You do not need to tell Sky not to renew, once your contract is up you just go onto a rolling 30 day contract. By contacting Sky and telling them you did not want to renew its clear there has been a confusion as to whether you wanted to stop the contract completely. Sky are not trying to spite you, its clear a miscommunication has taken place as well as you making the mistake of contacting Sky when you did not need to. 

[Chrisee]

@reb97 raise a formal complaint with Sky and Sky will listen to the call recording. If a mistake was made by the agent Sky will tell you and are likely to aplogise as mistakes happen the agents are human.. 

According to Ofcom Sky have the lowest number of complaints of all ISPs because most get closed off before they go any further. This link explains how to start the process How to make a Sky complaint | Sky Help | Sky.com

[Mr.+Wolff]

Only just seen this but still feel the need to reply.

(Removed)

Sky at no point informed me they would put a cease on the line leaving me without broadband for over 2 weeks. To further compound the issue, they didn't care.

I'm so glad I switched.

Moderator note: Removed inappropriate language

[Mr.+Wolff]

I authorised the cease on the line? How?

[Mr.+Wolff]

Too difficult for Sky to explain that when you call to cancel?

clearly you are an employee and probably wouldn't care either that someone was left without broadband for 2 weeks.

[Mr.+Wolff]

😂 lowest number of complaints. (Removed)

Moderator note: Removed inappropriate comments

[GD1]

@Mr.+Wolff  Perhaps you need to read this https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers

[Chrisee]

@Mr.+Wolff as my posts clear lt state I am not an employee of Sky and frequently post criticising the company. I simply explained that your own actions caused the issue. It is easy to get confused with broadband switching and you are not the first to do so. When you cancel as you did Openreach cannot accept a new order until the cancellation has completed at the end of the notice period. The Ofcom approved switching process avoids this problem as the cancellation is managed by the gaining provider as a single transaction.. 

The complaint statistics I quoted are from Ofcom and are summarised here https://www.ofcom.org.uk/phones-and-broadband/service-quality/quality-of-service/

Sorry if objective facts annoy you but that doesnt stop them being true.

[Mr.+Wolff]

Yeah, fair enough and well articulated answer that I cannot disagree with.

That said, a simple statement from Sky, when I called to cancel, that it would render my line unusable for 2 weeks would have not gone amiss.

They are aware of the process but choose not to share that information.