Hammersmith - London UK. My elderly neighbours decided to ask me to help them move from Virgin to Sky but the one thing that was important was to keep the landline number - lots of elderly rels that do not like mobiles. All agreed, all good - booked the full fibre, sky puck +sports. Booked for April 1 (should have seen that red flag).
1) Open reach come and he doesn't like the strength of signal so says he can't put in the uber fast broadband - no worries as my neighbours are 79 and dont play PC games - he can install the slower one, but we have to cancel the order. i asked that the order was just ammended - not possible.
2) Many phone calls later and the 'exact package' is offered to my friends and a date of 17 April is fixed. I take time off work. No show. I called after 3 hrs and it had been cancelled in error. I was very firm and asked for this to be escallated as this was dreadful. A woman took on the case and agreed to over see it. Meantime £38 had been taken from my neighbours account. They agreed to credit the account. new date, new router sent for 30 April.
3) 30 April - we are told at noon the chap is on his way - 3pm he comes (I took time off again) - sets it all up and goes. Virgin goes dead and the phone went dead....we plugged it into the new router and it is not the old number. Also the wifi doesnt reach the garden (this is a mall property) - I call again - no phone port was ordered. I said no, on every call I have expressly told you we need to keep the number. Tumbleweed from our lovely Bulgarian (perfect English) customer service rep. He says he will check and call back on 1 May.
4) No call.
5) 2 May I call and the new customer service chap Kyle (lovely) says - whoever put the second order in omitted the port and we have to cancel the service and start again. This makes no sense either from a customer service level (to be without a sevice for days because of repeated errors from Sky) to how can porting the number require a cancellation - So fellow friends - what would you do? My neighbours really need services at all. times as they are vunerable and we dont want to cancel we just want what we ordered. Which is broadband, wifi, their phone number and the TV services.
Thank you for reading!
