Reactivating Broadband

[MARKY1987]

A few weeks ago after a discussion with Sky I made the decision to leave and a cancellation request was processed. I was given the date of today, 31st March for this process to complete.

Unfortunatley I've had some family issues to take care of and the broadband simplyb wasn't a priority and while I had planned to arrange another provider or even rejoin Sky, I didn't and now the services have been cancelled as of around 4am this morning.

Now, when I have contacted Sky to explain that I'd essentially like to reverse this decision, I'm being told I have to rejoin as a new broadband customer (I already have TV and have doen for 25 years). I am being told I have lost my former landline number and although not ideal,  when I agree to this they tell me the order keeps failing and nothing can be done at the moment. I've been promised a callback tomorrow but in the meantime I have no broadband at all and looking at a two-week wait for any service even if it is sorted. 

Maybe I'm thinking too simply but why can the cancellation simply be reversed? I have all the equipment and the connection was working fine less than 6 hours ago. It all seems rather convoluted. 

Am I stuck? Can anyone recommend anyone I can speak to? I work from home and I really need to have a connection ASAP. 

[Daniel0210]

@MARKY1987 

Unfortunately the lead in time is 10 working days for re-activation or activation by another isp. This is timescales dictated by Openreach. Working from home doesn't change things I'm afraid. 

[MARKY1987]

I understand I just think it's incredibly non-sensical that something that was working perfectly fine just hours ago now can't be reactivated. I can't even begin the 14 days because it won't let me/them re-order it for some reason 

[Chrisee]

@MARKY1987 behind the scenes connections have been changed and system programmed so it is not as simple as throwing a switch. Openreach who process these switches have lead times but there is also a delay built-in to prevent "slamming" where lines are transfered without the knowledge og the consumer. 

[MARKY1987]

As seems to be the norm with Sky these dsays common sense goes out the window. I've managed to get a Three MiFi device as a temporary arrangement and it actually seems to be working well. Very well. 

I'm sure nobody at Sky will lose any sleep over this but they may well have shot themselves in the foot with this situation - a customer that was willing to return as a paying subscriber is now seriously considering the need to. 

[MARKY1987]

To add to this nonsense situation I have now received a message to advise me a Max Hub is being sent to me - something I haven't requested and certainly don't need.

[FLC]

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@MARKY1987 wrote:

I'm sure nobody at Sky will lose any sleep over this but they may well have shot themselves in the foot with this situation - a customer that was willing to return as a paying subscriber is now seriously considering the need to. 

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Actually you inadvertantly shot yourself in the foot by cancelling instead of just placing an order with another supplier, who would have cancelled Sky for you. By cancelling directly with Sky there is probably now a cease on the line , which means no new service from any ISP for 10 working days. That's probably why computer says no.

Sky also have mechanisms in place to specifically block ex-customers rejoining as new. I was told this lasts for 18 months. You may be able to get round that by choosing the option that you are moving to the address, but otherwise you'll have to cjoose a new ISP. If you do that quickly you may be able to salvage the phone number.

[jamesn123]

@MARKY1987 

Dont know why your blaming Sky, it isnt their commonsense, its Openreach you need to aim your frustration at, they are the ones who manage everything and take the orders

[MARKY1987]

I'm blaming Sky as I happen to be a customer of Sky, not Openreach.

Thanks for the help guys,. really appreciate the informative and helpful advice offered by the incredible members of this forum.