Service Not Even Started - Already regretting!

[Ghoosstie]

Ordered Sky Broadband and Talk package in April 2025, due to be installed at the start of this month May. 

Since the order I've been given constant updates on when to expect my service from both Sky and Openreach. The day arrives and I get a text stating my engineer will be with my from 8am - 1pm. So I take time off work and wait. 1pm rolls around and no one has turned up, no communication as to why and complete radio silence. 

This radio silence has now been ongoing for many days now. I have no idea when I am getting my package. I've called many different numbers to no avail from the customer representatives, and due to my Sky talk not being installed this is costing me 30p a minute just to chase the service that I am supposed to be provided with.

This is my first contract with Sky as a new customer and I am already deeply regretting it, the lack of communication, the constant struggle to get answers from the customer reps. Its abysmal. Aware Openreach takes some of their jobs to but there has to be a better line of communication in a world thats chronically online.

I need the internet for my job and have had to find alternative means to even work as I am a fully remote employee. I am literally losing money by the day.

[caesarome]

@Ghoosstie 

Does anything appear here for you:

https://www.sky.com/ordertracking

[Ghoosstie]

Yes, Sky Broadband Engineer visit has been stuck on the initial date for days. It hasn't changed.

[JimM1]

@Ghoosstie When you had the no show, did you not receive a text to call and re-schedule the install!

[Ghoosstie]

@JimM1

Nope, no a single call or text.

As of yesterday I received a text from Openreach saying - "Sorry we couldn't complete your installation. Someone will be in touch soon with next steps."

Since then I've still heard nothing and have been completely left in the dark.

I switched from Virgin due to their price hikes and quite frankly regretting every minute of it.

I've spent £15 in call minutes trying to get answers because my sky talk package is not up either. It feels incredibly backwards that I have to pay to get answers whereas if my service was running as scheduled it'd be free.

[JimM1]

@Ghoosstie Did you cancel virgin?

[Ghoosstie]

@JimM1 Yes, I did cancel Virgin sadly.

[JimM1]

@Ghoosstie Ok, it all makes sense now, you are the customer of sky and currently caught in between what is happening, OR inform sky so you just need to keep an eye on the texts or in your my message section on your account!

[Ghoosstie]

To your knowledge, what is the usual turn around in situations like this? 

As I need broadband for my work, I'm not really in a position to wait 2+ weeks.

[SKY1992bf]

@Ghoosstie  Be aware sky broadband being discussed on this forum is for domestic use only and your not entitled to any faster service of installation for business unless you have a business account for sky broadband 

[Ghoosstie]

Okay, it is for domestic and professional use. Not business related.

[SKY1992bf]

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@Ghoosstie wrote:

Okay, it is for domestic and professional use. Not business related.

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@Ghoosstie  you specifically said you need it for business (any type of work using sky domestic service is classified as business) the fact you would also use it for domestic is irrelevant to the level of service you would receive in getting it installed any faster under a domestic contract 

[Ghoosstie]

I am a remote worker who uses the internet to do my job. As with many others in the world.

Regardless, as to my original post I have not received the facialites they are intended to provide me on the date they set out. That is my fustration and I am not expecting faster installation, rather the installation that I was promised on the date promised with a least some communication from this provider, rather then radio silence I have been treated with.

I simply asked the question as to gather from others knowledge whether they knew a timeframe on when this can be turned around post delayed installation, do you have experience or knowledge to this matter?

[JimM1]

@Ghoosstie Not sure off the e-mail that you received but if it is like mine you may wish to take a read at it. And has the e-mail heading as below. And i have extracted from mine for you incase you cannot find or did not get. When sky do not known they do not call you with sorry we have no update for you.

Your Broadband Contract Summary and Information

Delivery of service

Many of our services are activated within 24-48 hours. However, in the event that further provisioning is required we expect your services will be available to you within 10-14 days. Based on this we expect your service would go live between 15/03/2025 and 19/03/2025.

Occasionally there are factors outside the control of Sky that may lead to delay. In rare cases where complex provisioning is required, or where issues occur, installation could take up to 90 days. In this event the latest your services would be activated is 03/06/2025.

When placing the order, the advisor will provide a provisional activation date which will be confirmed as soon as is reasonably practical.

If you are switching your services from another provider we will confirm this during the sales process and explain the next steps then. Further information

[Ghoosstie]

Thank you @JimM1, that's very helpful and gives me something to work with.