New activation 26/9 but no internet

[scakinron]

Signed up to Now Superfast powered by Sky (SOGEA).

Router received few days before activation date.

Activation date at ordering shows 25/9, but confirmation email shows 26/9...

On the day 26/9 9:36am, received phone text from Sky saying broadband activated.

Plugged in supplied black router (SR203), cables plugged correctly and checked multiple times.

Green solid light on Power and Wifi, but intermittent orange flashing light on Internet.

Tried the usual troubleshooting, cable/connector/reset etc. 

Tried the Service Checker on website and mysky app (via mobile network), before running the checks, it already shows a message "There's a problem with your Sky broadband. Let's take a look" in red.

Tapped on "Let's fix it" blue button.

Result:

No known issues in your area - green tick

The connection to your hub - spins for few minutes then message "Sorry our tests are currently unavailable"

Therefore I decided to call Sky.

I called on 26/9 10:12am for 72 mins, passed around 7 times, because whoever I spoke to cannot decide if its Now support team or Sky support team I need to speak to.

Some of the agents did the basic checks of the usual factory reset, cable check etc, but nothing worked.

The last person I spoke to on the day managed to decide to help further and logged a ticket.

Ref: CRF9595145

Received a call back on 1/10, saying no update yet but promised to give me a call on 2/10 between 1-4pm.

No call back as promised, instead I got a text message on 2/10 at 11:17am saying still in progress, another call back booked for 5/10 between 1-2pm.

My experience as a customer so far with Sky is very negative.  

To me, it looks like there's something wrong between the exchange and the property.

Can someone please look into this before I consider the cooling off period.

If anyone have any suggestions, please let me know.

Thanks in advance.

[caesarome]

@scakinron 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent an invite to chat.

[doreen4]

i was offered new package but still not activated .and i ddint recieve the equipment 

[Highlinder]

@doreen4  What was the new package that you have taken up with Sky and what package did you have before for broadband?