Since 30th May 2024 activation of my sky broadband there's no internet

[Gerville88]

Since 30th May 2024 activation of my sky broadband there's no internet connection. 

Now they're charging me for a fee. Tried to contact customer service but still the same. Tried to contact via email for customer service, and trying to refer me to call the hotline. 

Better Just to cancel my subscription and change network. 

[Chrisee]

@Gerville88 Sky dont normally use email for customer support which is why you haven't had a reply. The issue sounds like an issue with provision of your line where Openreach who do the work hit a snag. The good news is thst you are acrueing compensation which more than covers any psyments see Customer Auto-Compensation | Sky Help | Sky.com

Switching providers is pointless unless you have access to a non Openreach network asxswitching to another ISP who uses Openreach as most do will slow things down. In the circumstances I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to helpget this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Gerville88 an invite to chat.

[Gerville88]

I had my 1st bill now, it's dissappinting and frustrating that you're asking me to pay for the service that I didnt have been use???? 

[jamesn123]

@Gerville88 

You need to chat in the chat window, not post on the thread

[Mr+Flibbles+86]

We are still looking to help you @Gerville88 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Gerville88]

Yes please! Until now I tried to follow the online instructions for troubleshooting, but still the same, no internet connection, the light in the hub is red. And now is my first month of payment, and we never use it so I need to buy another unlimited sim and portable router 3 weeks ago just to have internet at home. 

[GD1]

@Gerville88  To get you some help with this I have escalated your post again to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. 

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Lisa-P1987]

Thanks for escalating this. We’ve sent Gerville88 an invite to chat.

[Lisa-P1987]

Thanks for chatting to us @Gerville88 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[Gerville88]

Please do re escalate my complaints! I was busy with my 12 hours shift working in the hospital for couple of days. 

Tomorrow is my off. 

As of today, still the same the white hub that I have is having red 🔴 light, no internet connection. 

[Gerville88]

I tried to phone the customer service and no answer from the customer service. We don't use your broadband services since we received the router and since activation date there's no signal. And now you're charging us for the service that we don't used at all.

[Daniel0210]

@Gerville88 

We are fellow customers on here so you’re not contacting Sky Customer Services by posting on the forum.

We have twice escalated the issue so you could chat privately with a member of the Messaging Team which you haven't fully participated in. 

There should be no reason why you can't get through on the phone. 

You can call Sky free by dialling 150 from a Sky Talk landline or a Sky Mobile, alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.