Sky Broadband Slamming Victim

[SlammingVictim]

A previous tenant at my property (Removed) instigated a takeover of my broadband line after being evicted. Calls to Vodafone and Sky Broadband had me assured nothing would happen. Vodafone said they couldn't even find the order, even though they emailed confirmation, and Sky said they would not allow anything and place notes onto my account to the effect.

Today, I have lost my broadband, which has left my home insecure and devices down. Utter bewilderment and absolutely lost faith in this company as a provider in safety.

What are m,y options please?

Moderator note: Removed inappropriate language

[SlammingVictim]

A company that just keeps giving and giving

[Daniel0210]

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@SlammingVictim wrote:

Today, I have lost my broadband, which has left my home insecure and devices down. 

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I presume by 'today' you mean Wednesday 20th? If that's correct it may be unconnected and be essential maintenance taking place in your area. This is usually carried out overnight when the vast majority of customers are asleep. If it hasn't returned by the time the phone lines reopen you'll need to call Sky to discuss. 

[SlammingVictim]

Hi yes, was working Tues eve, bed 9pm ish, up at 1am to a green flashing light and this from MySky

Your Broadband Isn't With Us

[FLC]

Not sure it helps but I was told last week that there's a disconnect between Sky & Openreach systems. In my case it was that a change of activation date on Openreach didn't copy across to Sky. During discussions they also mentioned that the same issue was preventing cancellation of slamming requests.

[SlammingVictim]

Nah nothing to do with it thanks.

Sky have just told me '....as it was a previous tenant they are legally able to do this....'

(Removed) they left, took the line over, Sky assured 3 weeks ago they would contact if this fraud went ahead, none of this has happened.

Shocking service, dangerous ISP and not fit to call themselves a company that protects and works for their interests.

Ofcom and other.bodies informed, not that I expect anything to happen (Removed). STAY AWAY FROM SKY AS A SERVICE PROVIDER.

I am.not surprised now they have lost £250million in TV revenues, they can expect the same.with this shoddy service also.

Good riddance.

Moderator note: Removed inappropriate language

[mkderby]

Omg. This has happened to me. I  have had an issue with sky since 28th Nov.  Out of contract. So I ring sky to see if they would get me a new deal. They said no. 16 years loyalty down the pan. Well long story cut short I lost both my parents and life has been hectic. So 2 weeks ago I placed an order with talk talk but then sky come back to me with a good deal.  So the next day I call talk talk and cancelled the offer. All good. Well no. I have called them every day infact 8 times to cancel. I was reassured it was cancelled. Today I come home and all my broadband and home phone gone. No TV as I have a stream box. Talk talk have took over. I was reassured by sky all OK. But nothing. What do I do. Do I go elsewhere. I rang sky to be told someone will call me Fri, it is now Monday. I have no services and only paid my bills on Friday. I am so upset and can't stop crying. I really don't need it after everything that has happened. 

[FLC]

@mkderby 

Have TalkTalk not provided you with new equipment to use on their service?

Sadly there are a couple of issues here:

First seems to be Sky's preferred tactic of only offering competitve renewal deals after a switch has been initiated, & in some cases after it's taken place.

Second is that Ofcom have yet again made a complete Horlicks of the change to the new One Touch Switch system. Previously the losing supplier had the option to cancel the switch, if advised by the customer. Ofcom have removed this ability & placed the onus on the gaining supplier, who unsurprisingly have no incentive whatsoever to action it. So as well as a genuine change of mind like yours, cases of slamming, malicious intent & simple addressing errors can apparently no longer be stopped by the losing supplier. Utter madness!

[TimmyBGood]

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@FLC wrote:

Second is that Ofcom have yet again made a complete Horlicks of the change to the new One Touch Switch system. Previously the losing supplier had the option to cancel the switch, if advised by the customer. Ofcom have removed this ability & placed the onus on the gaining supplier, who unsurprisingly have no incentive whatsoever to action it. 

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'One touch switch' is not an Ofcom system.  The regulator mandates that changing provider must be possible, but the current platform is implemented by the ISPs themselves through The One Touch Switching Company (which proceeded to miss distinctly unrealistic Ofcom deadlines several times during its development)

https://www.ispreview.co.uk/index.php/2024/05/ofcom-keep-close-tabs-on-totscos-progress-with-broadba... 

https://www.ispreview.co.uk/index.php/2025/01/ofcom-probes-deeper-into-flaws-of-new-uk-broadband-swi... 

[FLC]

@TimmyBGood 

Ofcom mandated the system & it is they who have decreed that the losing supplier can apparently no longer block a switch request.

https://www.ofcom.org.uk/siteassets/resources/documents/consultations/category-2-6-weeks/211987-simp...

[TimmyBGood]

@FLC 

Quite possibly: it's difficult to see how the system could be anything other than 'gainer-led'.  It's up to TOTSCO to make this work for their customers, for example by changing sales and retention practices to match what their own switch platform can cope with.