06 Nov 2023 06:16 PM
So I ordered a broadband and tv bundle in mid september.
The TV box arrived and I was ordered to switch it on within 14 days.
the broadband was due to be activated on september 28th. No one turned up.
i called sky, and sat on hold for an hour only to be told that they couldn't install the broadband as promised until Decemeber, but would update me.
That was some 5'or 6 weeks ago now and I have not had anyone from sky contact me or update me, but they are happy to charge me for the TV part of my contract while I still have to pay BT for broadband as Sky haven't installed anything.
Will my broadband ever be set up? Can I contact the regulator as I feel sky have lied to me about the availability and taken advantage to charge me for TV package I would not otherwise have bought?
06 Nov 2023 07:07 PMPosted by a Superuser, not a Sky employee. Find out more
Struggling to understand where the regulator would come in.
From my understanding you have;
- A current broadband connection with BT
- Ordered Sky broadband
- Ordered Sky TV (Sky Glass, Stream or Q?)
The delay to your Sky broadband order will almost certainly be because you are in an 'FTTP priority' area so any new orders/upgrades placed are forced down the FTTP route which will require Fibre cabling to be installed. Its likely Openreach dont have space in their calendar for you until December hence the delay.
What I am failing to understand is what your problem is with the TV? Sky wont be charging you for broadband until its activated & your Sky TV will work no matter which broadband provider you are with so Sky are right to bill you for that because it should be live and working.
Have i got anything wrong?
07 Nov 2023 11:24 PM
Yes. What you have wrong is that I signed up for a deal that I was assured was avaialanle on a set date that turned out to be not true. Had the truth been told I would not have signed up.
insyead of paying less I am currently paying for Sky Tv and Bt broadband separately. The combination of sky TV and broadband was cheaper than the combination of BT TV and broadband, but the mix of Sky TV and BT broadband is higher.
I didn't switch to spend 3, 4 or however many months paying more.
And the customer service from sky had been completely non existent.
Is that enough for you to "get it"?
08 Nov 2023 08:13 AMPosted by a Superuser, not a Sky employee. Find out more
@JimboFlamingo you are talking to fellow customers not Sky staff so perhaps you should be more careful in what you say.
The complication is although Sky made you a single offer for both services you actually legally have two contracts one for the TV service and one for the broadband. There is no simple solution as unfortunately as @jamesn123 poinnts out for Sky to supply broadband Openreach insist on fitting a new fibre line rather than using your old copper cable. This switch is actually a long term improvement and at some point would have to be done even if you hadn't switched now. Openreach will at some point switch off the copper phone network.
The regulator is Ofcom but they do not handle consumer complaints instead they point people to the company's own complaint system which for Sky and BT are approved schemes. If the complaint cannot be resolved or 8 weeks passes the complaint can then be taken to an independent arbitor (commonly known as an ombudsman) who will rule. Se here for how to complain to Sky How to make a Sky complaint | Sky Help | Sky.com
I think it is reasonable to ask for Sky to compensate you for the extra cost but in fact you should be automatically be compensated for the delay in providing your broadband service see Customer Auto-Compensation | Sky Help | Sky.com as that link explains that is calculated and credited once the job is complete and I suspect will more than cover your costs.
08 Nov 2023 08:48 AM - last edited: 08 Nov 2023 08:49 AMPosted by a Superuser, not a Sky employee. Find out more
A Stream puck (and/or Glass television) works just fine with BT broadband.
Unfortunately the fact that you currently have broadband would tend to mean that Openreach won't prioritise an upgrade over other households with no connection at all.
Sky should however be clearer with Stream customers that broadband ordered at the same time is on a completely different timescale for provisioning.
09 Nov 2023 10:04 AMPosted by a Superuser, not a Sky employee. Find out more
Yikes i feel bad for anyone who has to deal with such a sarcastic person like you. You do realise I am not Sky and just another customer trying to help people out? I didnt realise it was such a crime to breakdown someones post to ensure I had all the correct info but apparently thats too much for you.
Delays happen and Sky would not have known at the time of you ordering the broadband because its Openreach who manage the calendar or installs. If you are so unhappy then just cancel it all but I an promise you that no regulator will be interested in your case because they only step in for extreme circumstances where a deadlock has been reached.
18 Nov 2023 03:31 PM
Like you I signed up for broadband and tv.
I dod this I. The 5th Sept.
i received my puk 2 days later and set it up to watch sky tv from then.
on the 14th my holy e date a bt engineer attended my property and seen I already had cityfiber set up. He pointed out that that was the best connection I would ever get and would go back to bt to report back to sky that I had this connection and would see if they could connect via that method to save putting a line through my home.
2 days later I received a call from a bt engineer saying I was trying to cancel appointments to which I advised him of the above. And I defo was not trying to cancel
he then came to my home and set a line right to my front door but as it was hitting 4pm said would come back the next day. He did not.
i waited a week then called sky to advise and they said they would rebook another appointment. I needed to wait of an email or text.
instead I recieved an email saying my contract had been cancelled.
so I called again and was told they would have someone call me.
2 days later I received a call and I explained the above. Again told they would go back and correct.
nothjbg, 5 days later I received a "sorry you are leaving us email from sky.
again I called and again told they would sort things.
i have paid my month subscription for September, October and November and still only have tv.
am paying the full contract for only the tv yet no broadband, my sky account shows no payments which I have made and no contracts
20 Nov 2023 05:44 PM
Please can you tell me if you are still waiting. I am a new customer and there are all the chances that similar thing may happened to me. My installation is 28th Nov but not holding my breath as have had two texts saying there is a delay. I dont want to pay EE double the amount of broadband.
21 Nov 2023 08:17 AMPosted by a Superuser, not a Sky employee. Find out more
@Lynseycharlton the confusion on your order was the idea of getting Sky broadband via your Cityfibre connection which is impossible as Sky only use the Openreach network. Sky Stream does not require a Sky broadband connection so that confusion led to a cancellation etc. Although the engineer was trying to be helpful it has unfortunately caused a mess.
@NA21 these joint orders of Broadbsnd and Sky Stream usually go smoothly the two in this thread are unusual. The first because Openreach would not install a new service over a copper cable for Sky, instead they want to run a full fibre service which will be far more reliable and can carry faster speeds but the work can take a few weeks butwhile the customer is waiting they can stay with their existing ISP and also enjoy their new TV service.
Can broadband orders go wrong? Of course they can but most are done on the date you are given.
21 Nov 2023 09:29 AMPosted by a Superuser, not a Sky employee. Find out more
As I've commented elsewhere, it's somewhat unfortunate that Sky does not make it clear the delivery of one or more Stream pucks and the provisioning of Sky Broadband are entirely different and separate processes which happen on independent timescales. Selling the products together blurs this distinction, is frankly misleading and leads to customer confusion.
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