No Installation on Scheduled Date, No Support or Contact

[DavidChernikov]

Spoiler

 What Now?

Hi. I booked an internet installation with Sky Broadband at the start of May (around May 1st), for the activation date of May 15.

A few days before that, I received the router. The box clearly says: Your Sky activation date is 15 May 2025. Please do not connect before this date.

However, on May 15, no one came. No technician, no messages, no emails, no updates at all.

I waited until the 21st, thinking maybe someone would still show up. But nothing happened.

Then I tried to contact support. The only thing available is the virtual assistant on the website, which just tells me to call customer service.

I called every number given to me by the bot. No real person answered. It was either an automated message or silence.

Now I have the Sky router, but no installation, no internet, and no way to speak to anyone about it.

I need internet for work. This situation is very frustrating, and the lack of communication is unacceptable.

What should I do now? Can someone from Sky please respond?

[GD1]

@DavidChernikov  In case you're not aware this is a customer helps customer community, have you checked what's showing in your order tracking page?  https://www.sky.com/ordertracking

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[TimmyBGood]

@DavidChernikov 

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.