Sky broadband availability

[Skane1]

I recently moved into my house in a village in north wales.

I had rebel 115 monthly broadband installed temporarily whilst we were looking at our sky options.

2 days ago I signed up for a sky 500mbs broadband and full TV streaming package through a sales team (in Bulgariaani think).

minutes after my email confirmation, I had another e mail from sky informing me that my broadband had been cancelled.

after calling the suggested number, I finally spoke to an Indian call centre who informed me that sky broadband wasn't available in my area.

they had no idea why I had been sold the 'package' and they told me the TV was still active.

I asked to be put through to a cancellation than who were based in Cardiff. The agent couldn't understand why I was so upset.

i tried to expain that I had bout a package and they should have cancelled the whole thing or at least have given me the option.

in summary, despite rebel being able to offer me 1000mbs upgrade through my existing new, open reach installed cabling, sky broadband is not available and the agent said that there was no one with any technical knowledge that I could speak to to explain why.

is this all a regular occurrence ?

am I being nostalgic or has sky sales and service team got as bad as my experience suggests?☹️

[JimM1]

@Skane1 Use both the links below to see what is available to your ADDRESS, 1st is sky and the 2nd is OR Openreach.... TV is seperate that works with any ISP Broadband!

https://www.sky.com/broadband/full-fibre-broadband

then below for OR

BT Broadband

[TimmyBGood]

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@Skane1 wrote:

am I being nostalgic or has sky sales and service team got as bad as my experience suggests?

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Sky Group (under Comcast Corporation ownership since 2018) has been downsizing its UK contact centre workforce.

I'm not aware that they ever had an office in Cardiff though.

[Skane1]

That's interesting thanks.

the sky link indicates - can't proceed online call this number. Which is what I did originally.

the BT link is much more technical. I'll try and decode it👍

[Skane1]

yes, very sad, I was so excited when I got my first dish.

I dread contacting them now.

[JimM1]

@Skane1 See post 6 on this link below1

Sky Fibre unavailable following install | Sky Community

[Skane1]

The BT link that you attached confirms that we have WBC FTTP - up to 1000 down and up to 200 up.

if you/I can get that info, what can't sky?

Similar to the post link on your latest.. we had copper but it was replaced by the BT/OR as part of our rebel connection.

i would like to explain that to someone technical at sky but there is no one to speak to☹️.

[JimM1]

@Skane1 You will get them tomorrow 8am to 8pm from a Tech point side, i have NO idea but there may be more to it than not ie, no landline talk service then NO sky Fibre even though you do not want or need, they go hand in hand, do something like a U Switch to your postcode and address, that will show you every ISP that can get on, do you know if CF CityFibre have presence in your area?

I know the service you have just now is a little expensive even if you sign up for 24 months with them but who knows what/why it's all happening! Sky TV though works with them all as a streaming service, you may get a better deal on that for all the sugar going on, keep it in mind!

[Skane1]

I spoke to sky technical team.

it turns out rebel refused the switch.

I then contacted rebel support who say it is because sky submitted an invalid or missing switch order ID.

I might go back to sky technical and check if they can resolve that. 

[JimM1]

@Skane1 All in your hands, OTS is not 100% get it done, and if they your current supplier continue to reject then more relevant questions will be required for you to ask, they will only deal with you as the customer!

[Skane1]

Many thanks for your input.

Finally got through to a technical agent who understood the timeline and acknowledged it was a sky problem with the ID.

he confirmed I have FTTP

he reset it and hopefully i can now rebuy sky BB.

phew!

[JimM1]

@Skane1 It's a process, computers and software, what can one say, leave it a day and try again at least you know what to look out for now!