CityFibre Run Around

[Adam20221]

I booked my broadband to be installed for the 18th May. CityFibre attended but told me they could not complete the install and they left. They have installed the box in the house and that is it. I have contacted Sky and they told me to contact CityFibre. I contacted CityFibre and they told me to contact Sky. I have been round and round in circles for 48 hours and getting nowhere. The best Sky offered me was a new installation date in 18 days, but the install has been completed! I need it connecting not installing but noone seems to understand that. Has anyone else experienced this?

[Daniel0210]

@Adam20221 

City Fibre are probably the same as Openreach in that they won't speak directly to the end customer. They will only converse with ISPs, in this case Sky.

It may be the work CF have already completed was initial preparation work. You do need to ask Sky what the current state of play is in respect of your activation. 

[Adam20221]

Thank you for taking the time to reply. 

I have spoken to Sky and they just say to call CityFibre. CityFibre then obviously just send me back to Sky and that is as far as I am getting.

[Daniel0210]

@Adam20221 

What, if anything shows on your orders?
https://www.sky.com/help/articles/track-sky-order  

[Adam20221]

It has the original install date of 18th May and nothing else

[caesarome]

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@Adam20221 wrote:

I have spoken to Sky and they just say to call CityFibre. CityFibre then obviously just send me back to Sky and that is as far as I am getting.

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That is poor from Sky as it is not up to the customer to enquire about this as Sky should do it for you so I would call them back again and hopefully you will get a more helpful agent.

[Adam20221]

I have also tried that. I have asked Sky to call me with an answer and i was told this would happen 'latest 12:30' and i am still waiting. 

[Daniel0210]

@Adam20221 

We see a few posts on here whereby a callback from an agent or Manager has not been forthcoming. Sky could certainly improve in that area. 

[caesarome]

@Adam20221 

As it hasn't happened call them again or  fill in this form to put in a complaint:

https://www.sky.com/help/complaints

This gives Sky 6 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

[2muchTV]

@Adam20221 this kind of customer service does my head in! Of course it is not up to the customer to contact CityFibre (or openreach).

I'd be seriously tempted to bin Sky off and find an ISP with decent customer service. They are out there but not necessarily the cheapest e.g. iDNet, Aquiss (both of which I have used).

[Adam20221]

More contact with Sky and they are still insisting I do all of the running around for them. City Fibre are pointing back in the direction of sky and then it ends again. 

I have raised the complaint using the above form so I will see what comes of that (although I can imagine it will be nothing).