Not connecting my broadband more than 2 months

[KYShadwell]

Unfortunately for more than 2 months I am struggling to connect to my house Sky Broadband and
Somehow and like a really weird problem; Openreach and Sky teams could not achieve it!.

First a quick info about me, I have relocated to UK on 22nd June this year and living with my family of four (wife, daughter and son)

Nowadays we are watching TV from Sky TV and we tried to contact our broadband with Sky as well.

And although 3 times, yes you have heard it right 3 times, Openreach team arrived my house to activate the connection but,
With several reasons, which I do not understand and I suppose I do not need to understand,
They could not solve the problem.

Every time I called Sky to have support,
With experts not competent sometimes and not informed by Openreach in Sky’s system, via the phone they try to solve my problem but they did not.

Whenever I called Sky for support, Openreach did also not informed them as well, and people on the phone was asking me “What is the problem?”
And my answer is I do not know, you need to know!.

I always with all my kindness tried to explain the situation to experts on the phone, they always made another appointment with Openreach, every time 2 weeks later.
But I am with my own problem which is not solved yet.

I do not want to be rude but, you could kindly take this case as an improvement topic and focus on the topics below:
1. The communication flow between Openreach and Sky
2. The knowledge level of Sky’s experts on the phone about the infrastructure in the areas
3. For a customer who is waiting for more than 2 months to how to support as quickly as possible...

And please find someone to understand my problem and solve anymore after 2 MONTHS!…

Actually I also would like to send this email to CEO responsible from Sky UK Operations,
until now I could not find, whenever I find, I would also escalate the topic to Stephen van Rooyen. I hope maybe he could hear my voice.
(Maybe you could also send his email address to me.)

I hope someone could hear my voice and put a kind attention to solve my problem asap.

Please do not hesitate to contact to me about any details.

Kind Regards.

Korhan Yildirim

[Chrisee]

@KYShadwell you are not communicating with Sky by posting in the forum and while Sky staff will read your post they cannot take action as Data Protection Law prevents them from linking a public post to an account.. 

Sky do not use email for customer support issues but you can complain by using the routes here How to make a Sky complaint | Sky Help | Sky.coma a letter is perhaps your best option. Complaints are handled by a specialist team and all that happens if senior managers get involved is your case is passed to a senior customer services rep with a grand souding title in practice you need Sky's Order Recovery team who know the system well and who are already on your case in the background.

Talking of background as someone new to the UK it might help if I explain the way the rather crazy system for broadband works in the UK. It may help you understand what is happening. The UK phone network was publicly owned monoopoly run bybthe dntity now known as BT - British Telecommuncations. They were privatised in the 1980s and the telephone market opened up to competion. The group still owns and operates the network to customers homes but any company can with some previsos sell services using that network.paying BT for the use of the network.

To ensure that BT's own customer services were not given any advantages the refulater, Ofcom, forced BT to spin off the network division into a separate unit thst operates at arms length. This is Openreach as part of the arms length arrangement the means their customers who are companies like Sky and indeed BT Retail can  communicate with Openreach is by using strictly defined channels. This in principke is a good thing and normally works but when things go wrong it causes issues.as it is with your connection. The system is slow so it takes 24 hours before Sky can know what the engineers report says and what the next step is.

Why the  engineers cannot connect your home is unclear but the repeated attempts at least shows they are trying to overcome issues. The real issue though is if Sky release you from contract which they will do you still wont have a connection and any other company that uses Openreach will face the same issues butcstarting from scatch.