SKY Home Move / BTOpenreach

[GingerNut007]

My home move was booked - everything confirmed - confirmed to SKY that the BT-OR box on the external of the building has no active cables (theyve been cut) and there is no BTbox inside the house for connection of the router.

Heres a short sequence of events thus far:

0. Booked Home move - connection date agreed

1.  Email received to say - congrats on your home move, youre connected!

2. I spend numerous amounts of time over the past 3 days (72Hrs) both ONLINE/CHAT/MESSAGING and phone calls to confirm the same information as previously advised

3. Receive more unrelated SKY emails and text messages - Leave us feedback! We'd love your Feedback! Rate your experience!

4. Receive a SKY text today - call us, we need more info 

So here we are 72 hours in - still no broadband - still no sky streaming services - still no phone line?

Called and spoke to SKY customer services (after spending 17 mins getting through) only to be put on hold NUMEROUS times, after 25mins, i hung up! have they called back.... NO!

Let me explain - I work from home 

Im currently hotdesking, which in itself is costing me money - not being at home is costing me travel expenses, not being at home - ive had to engage the services of dogwalking services, you guessed it.... costing me money!

All in all - the broadband gaurantee (what broadband.... urrrghhhh!) will have to cover these as clearly this isnt being handled - theyve not even raised a case! 

Anyone have any ideas on how i get this through to SOMEONE/ANYONE/A DEPARTMENT who can deal with it???? 

COME ON SKY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  29 YEARS AS A CUSTOMER - its not good enough!

[GD1]

@GingerNut007  Working from home does not give you any greater priority with a Domestic Service, there is no direct numbers to different departments so you'll need to call the normal Sky number.

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

[GingerNut007]

I know all that - currently I'm 5people in and now chatting to someone that raised the request - btw - I'm on priority register. 
so - 5 people/depts and one BOT - currently 2+ hours and I'm now speaking to someone o spoke to two days ago who have informed me that I am connected 🤯🤯🤯🤯🤯 NO IM NOT 

there is no connection going into the house!!!! I can see the cable - it is CUT!!!!!!!! 

[Daniel0210 · Accepted solution]

---

@GingerNut007 wrote:

I know all that - 

---

@GingerNut007 
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like @GD1 and myself.

As the first post in this thread was your first post in the Community we obviously don't know what you already know. As you say you're on the Priority register you seem to be already talking to the people that should be able to assist you. 

So apart from reminding you that working from home brings no extra or quicker benefits there's not much else fellow customers here can do to help you. 

[TimmyBGood]

---

@GingerNut007 wrote:

All in all - the broadband gaurantee (what broadband.... urrrghhhh!) will have to cover these as clearly this isnt being handled - theyve not even raised a case! 

---

Probably important to note there isn't any such thing as a 'broadband guarantee'.

The industry has a daily rate compensation scheme for when there is no broadband due to a fault and a somewhat lower rate for when activation hasn't happened (which is presumably applicable here)

[GingerNut007]

Hi yes - I'm aware - which is why I asked if anyone could give me any pointers of who to ask for / which department etc - cos I'm getting absolutely no where with BOTS/chats /calls to or with sky - even BT-OR have referred me to sky as my 'contract is with them'

and SKY said broadband gaurantee ... loss of service (im sure they mean no service)

it's so frustrating 

yes I'm new to the community - 29 years with sky - came here for guidance/help /advice!

[TimmyBGood]

---

@GingerNut007 wrote:

and SKY said broadband gaurantee ... loss of service (im sure they mean no service)

---

You're the second person to mention this recently.  Personally I'd think it's extremely unwise for Sky (or any other ISP) to use the word 'guarantee' in this context, as it's really just an aspiration of the one-touch-switch system which cannot be guaranteed at all.

[Deb3000]

@GingerNut007   Unfortunately, this is one of those strange situations where the cart seems to be put before the horse.

For a start, BT and OR are separate companies.  There is no such thing as BT-OR and it is nothing to do with BT unless you pick them as a service provider.  The infrastructure is down to Openreach, but they are not a public facing company and so will not deal with you directly.  Their customer is the service provider/ISP.

Usually, the way this works is that you have to sign up with an ISP and then when the service doesn’t work you report it as a fault.  Ludicrous I know, but that’s OR for you.