Poor services from sky again

[Gavdun01]

I applied for my sky broadband on the 25th June which at time my check tract with virgin was just ending , sky promise was they wouldn't leave you without internet, my activation date was put back till 2nd September (today) due to work needing done at my home but when phone sky they couldn't tell me what and why so long , so I paid out of contract prices either virgin for 3 months , today my internet got installed with city fibre and engineer asked wee my router was only for me to tell him I haven't received it , my virgin internet went of an hour later and when I contacted sky they said they can see the router hadn't been sent but very poor communication or help  , I'm now left with no internet my wife works from home as a programme manager for nhs and in teams calls constantly she can't join any call now and we can't scored any sky catch up or anything apps we have on tv , has sky breached my terms and conditions to allow me to cancel all my tv and broadband packages , I raised with watchdog today as believe this has happened to others and customer services is really bad considering virgin got a hefty fine for less than sky do 

[TimmyBGood]

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@Gavdun01 wrote:

sky promise was they wouldn't leave you without internet, 

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I'm not aware there's officially any such promise.  If an individual salesperson made such assurance then they really shouldn't have done so.

[Gavdun01]

The promise is on the sly app when you apply for broadband and put in your contract date it states you will not be left without internet yet and apply for internet with sky and you will see the message I've screenshot it but don't know how to add to this I did manage to send to watchdog today 

[TimmyBGood]

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@Gavdun01 wrote:

 virgin got a hefty fine for less than sky do 

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That was for a very different situation.

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/ofcom-fines-virgin-media-28m-for-re... 

[TimmyBGood]

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@Gavdun01 wrote:

The promise is on the sly app when you apply for broadband and put in your contract date it states you will not be left without internet

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I suspect the actual promise is to pay a daily rate of compensation if that happens.  

No ISP can guarantee continuity of service.

[Gavdun01]

It was for poor customer service and stopping people cancelling contracts I phoned sky three times today and didn't get an answer all I got told was it's a technical issue this application was done in the 25th June and still no hub , funny thing is sky actually contacted virgin to say my contract would end today which it did my internet was switched off an hour after city fibre activated but they forgot one thing to send the hub leaving me with nothing which is false advertising same as virgin done to customers for years , promise something and give totally different doesn't matter what way you look at it they went against their values , I'm a manager who deals with customers everyday try phoning sky and see what I dealt with today passed from pillar to post and no one could answer why this had happened 3 months to get it right and fail but send you a mail to say your all set up enjoy your service , eh no I'm not 

[Gavdun01]

When tou apply for broadband with sky they say at the end your all set sit back and we will do the rest we will contact your current supplier and you will not be left without internet service it's clear as day which I false because three months and still get it wrong I've been with sky tv for 14 years and this is the worst selling service I've had with a company to the point they couldn't even give you a definite answer over the phone just want to pass you to a different department 

[TimmyBGood]

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@Gavdun01 wrote:

sit back and we will do the rest we will contact your current supplier and you will not be left without internet service 

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Presumably that's a reference to the aspiration behind the one-touch-switch system: it really shouldn't be read as any kind of guarantee.

[Gavdun01]

Why put it like that if it's not a guarantee if a company says don't worry sit back and we will do the rest you will not be left without how can you say that's not a guarantee? It's false promise to get you to purchase doesn't matter what way you look at it your advertising or committing to something with a customer that on the first hurdle you have failed so it is false advertising no other option bar that which is to lure customers in , had I not contacted sky no one would have been any the wiser that hub hadn't even been sent as they sent a text say your all set but in actual fact I wasn't city fibre don't their bit sky failed even the engineer says it's happening constantly with sky so obviously a major issue and ooor service form one of the biggest tv providers in the uk but can't even speak to you when you phone customer services just want to pass the buck , but I bet all working from home with full internet (funny that )