Its past midnight on my broadband activation day - and nothing has happened

[KevC]

My broadband activation days is Monday 12th May, its past midnight and the broadband is not active, I've not had an activation text and no communication from Sky.

I was already a Sky broadband customer, and due to a misunderstanding with the Sky customer service team when my house move fell through, the transfer of the broadband at the new property to me was cancelled, but the termination of my broadband at my existing house was not. So my broadband was cancelled 2nd May, and after a long call and being transferred to three different teams, broadband was reordered for my current house as a new customer, with today as the activation date.

Nothing has happened, no communication, and the complaints link just gives instructions on how to complain about programming. At this point I think I need to move my broadband to a new provider. Any suggestions?

[Chrisee]

@KevC first point you need to speak to Sky to find out what is the issue so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Given it is Openreach who are respondible for both disconnecting your service and are reconnecting your new service switching to any other isp using the Openreach line means the same issues may recur. I am not saying Sky haven't messed things up for you but in praxtice the critical step is the physical work which is outside the isp's control.

[KevC]

I didn't get a contact from Sky. So I did end up spending 45 min on the phone to them. My order was a Ghost Order - I love that this issue is so frequent they have a name for it. My order was keyed into the Sky system but Sky never sent it to Open Reach - so it is entirely a Sky failure.

The remedy is to cancel my order, and set me up with a new account just for broadband - so I will have two separate Sky accounts.

As they are setting me up as a new customer I have to wait until the 20th or May for a new activation. They had originally stated the new date would be the 28th, but I explained how poor a service that was, given the date of the 12th was missed due to their poor service/poor systems.

Honestly, as soon as I get the opportunity to leave Sky I will. Just stunned by this performance. After 21 years with a dish, full fiber will mean I'm no longer tied in and can shop around for a TV & broadband provider with better service.