My broadband order is repeatedly cancelled - HELP!

[nsryan]

Hi all,

I moved into a new flat nearly 2 weeks ago and have repeatedly tried to order Sky broadband. I get the text with my activation date, and then a day later I end up getting a text saying 'there's an issue with completing my broadband and talk order', and to give them a call. Everytime I call, the support put a new order through, and the same cycle continues. My housemate has also attempted to start an order himself on his own account, and the same thing has happened to him too, 3 times.

Support keep telling us that the order has been 'cancelled by a third-party', but they don't know who it is... every time. I just got off the phone with a support team member who has put a new order through for me, and I'm waiting to see what happens with this one. Does anyone know why this keeps happening? I'd appreciate any help at all!

[JimM1]

@nsryan Have a look on the BTW wholesale and use your address postcode in the box entry field 2nd top on the left, capture and hide personal details and post back up!

BT Broadband

[nsryan]

Thanks Jim, it's worth mentioning that I'm only trying to order the Superfast broadband.

[JimM1]

@nsryan Do you currently have an active copper phone line in the property, as a restricted WLR that may be the problem if a line is not available to supply you!

[nsryan]

@JimM1 I would assume so, given that the previous tenants also had Sky broadband (which they have, indeed cancelled as I checked with them).

[JimM1]

@nsryan It is showing as SOGEA is available, so unless the previous tennants have not done it correctly and moved there BB, only sky can tell you that, but they may not give you the straight out answer due to data protection. If they cancelled and sky have forced a cease order on it you need to find that out! If someone was waiting on a line going free you may just not get it!