Request for Assistance – Delayed Broadband/Phone Activation

[Tiffany29]

This email has been escalated to the CEO, no response, the complaints website, crashes, the bot can't help, the customer services, can't help.

To whom it may concern,

I’m sorry to contact you directly, but I would be grateful for your support with an ongoing issue.

I have been a Sky customer at my current address for 12 years (and a customer for many years before that). On 1 November I moved my broadband and phone services to Sky.

All of the timelines I was given for equipment delivery and the cutover from BT have now passed, yet I still have not received the Sky equipment. I have spent several hours on the phone and online trying to resolve this. Each time, the adviser I speak to eventually tells me there is nothing more they can do and that I simply have to wait for the equipment – despite my explaining that the promised delivery dates have already been missed.

I am now in the position where BT is seeking to charge me for retaining their equipment, and my phone line is currently dead. This is particularly concerning as my husband works from home and reliable connectivity is important to us.

This feels like a relatively straightforward issue that your internal processes should be able to address, but it does not seem to be progressing.

Thank you in advance for your help.

Yours sincerely,

Tiffany

[GD1]

@Tiffany29  You're not contacting Sky customer services by posting here, no one at Sky will see your post nor will they know who it is from.

You're only posting to other customers.

[caesarome]

@Tiffany29 

This link explains how to make a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[JimM1]

@Tiffany29 BT returns of Equipment is 60 day's from the changeover, and then a further 2 years of a claim back period for oops when something goes awry, You do not say if you are actually a sky customer yet or still hanging on the BT service because of a delay!

If you used sky and via the OTS then BT keep the lights on until sky get the connection taken over wither that is direct by OR copper/fibre or via a CF Fibre only, and delay is down to the Installation teams!

[Tiffany29]

Thanks for the information, your help ismuch appreciated.

I knew it was a customer forum and judging from the experience, I imagine others have had an issue. Thanks a lot for the link, I'll get on to it now.

[TimmyBGood]

@Tiffany29 

To clarify: are you waiting for delivery of a Sky Hub to use on an existing broadband circuit, or is the delay in the provision of a new optical fibre connection?  The timescales on these are potentially very different.

[Chrisee]

@Tiffany29 Sky send out equipment to arrive around 2 days before the switch over so if the switch over is delayed the hub delivery also moves.The network operator who are usually Openreach but can be City Fibre who do the work and activation dates can change from the date given when you ordered as additional work is identified especially if there is a switch from partial fibre to full fibre.

To help manage this variability of dates Ofcom introduced the  One Touch Switching system where the old connection should remain connected until the new connection is live. This system is pretty reliable but regretfully if the customer cancels their old service themselves rather than leaving that with the new provider, Sky this protection fails. 

[Carrie51]

Good morning,

I hope you are well. I just wanted to inquire about my connection. I have been waiting for a while to get broadband connected. I know there is some work to be done outside first. I'm wondering if you would have an update on when this may happen.

Thank you,

Carrie 

[JimM1]

@Carrie51 The Forum were you posted is NOT sky Customer Service, to find that out you have to call speak with them, or take a look at your orders section and possible your My Messages to see if there is anything there!