I purchased Sky's Broadband and Talk package, and received confirmation of date/time of installation visit. Then 3 hours later I received a text and email saying there was a problem and to call. I looked on my Sky online account-order tracking and it simply said 'cancelled'. No explanation.
I tried for the next 2 days to get through to someone and today I finally got through - though it took an hour going round in circles before I could speak to anyone! I spent an hour speaking to someone, who couldn't explain why my order had been cancelled but offered to put the order through again. I received a new contract by email and new details of an engineer's visit (which was now 2 weeks later than the one offered previously) - then 3 hours later a new email and text message to say there was a problem completing my order again. I went back to my Sky account and again it said cancelled with no explanation.
I contacted Sky again and this time spent 49 mins speaking to someone who tried many things including speaking to Open Reach, who said the cancellation came from Sky not them. Unfortunately the operator was not able discover what the hold up was, but offered to put my order through again. I said I felt the same thing will happen again with no explanation and we are just going round in circles. She said she would try to find out what the issue is and will call tomorrow.
She really did try everything but the lack of information regarding the reason why my order was cancelled twice, plus the lack of designated department to deal with these sorts of issues is the problem. As a prospective new customer this is very bad service and does not show Sky Customer Service in a positive light. I am feeling very frustrated that this can't be sorted out, and am considering looking at other broadband suppliers.
