Sky broadband issues

[Caroline9118]

Our broadband connection was meant to go live on the 5th November. We had already experienced no internet and tv for 5 days waiting on this date after cancelling with bt. I'm starting to rely regret charging broadband providers as it's now almost 10 days without internet and they still haven't connected it or told us what the actual issue is. To be the delay makes absolutely no sense whatsoever since by also uses open reach and we did not have an issue with the internet or connecting when issuing bt so how can there be this big issue now? What should we do! Not sure I can take having to spend anymore money on data. It's costing a bloody fortune! 

[Chrisee]

@Caroline9118 sorry but unfortunately because you cancelled with BT yourself you are stuck. What should of happened is using the One Touch Switch system your new provider Sky would manage the whole switch including the cancellation so that where there are delays which can happen the old service stays connected. Ofcom introduced this system to avoid the issue you now have but it requires that Sky handle all of the steps if the customer cancels directly with the old supplier it cannot work.

[Caroline9118]

So how do they fix it? 

[TimmyBGood]

@Caroline9118 

Just to clarify, did you place an order with Sky without talking to BT, or did you personally cancel the BT service either before or after contacting Sky?

Cancellation and subsequent new provisioning always has an unpleasant interval without service, which is why customers aren't supposed to do it that way: it's why the 'one-touch-switch' system exists.  Were you not advised about this when you started the process?

[Caroline9118]

Unfortunately the person on the phone from sky never mentioned any of this to me. I told her my bt services would be cancelled as of the 31st oct and they never questioned this and told me the earlier they could book me in for was the 5th. 

[JimM1]

@Caroline9118 The OTS takes care off a lot but it is not a 100% does it all, still a few problems, when the other ISP get's cancelled there is just no work around and sky may just not flag that up, also until they get conformation back from OR when the change over can take place it is a lottery before then.

[Caroline9118]

Thanks for all the advice. Unfortunately they are unable to give me another update until the 18th so I have absolutely no idea how long we will be without internet and tv but it will indeed be quite some time. I'm also getting charged from the 13th for th tv part even though I cannot obviously use the sky stream until they provide me with broadband. 

[JimM1]

@Caroline9118 You are just going to be stuck in that twilight zone until OR do what ever is needed to get you connected back onto the system. It becomes a complete nightmare on the Cancel and not using the new OTS to take care off it all keeping the lights on so to speak when things get delayed. It get's real messy if Fibre install has to happen, neighbour across from me, ordered sept2024 and finally installed on mid june2025, so took 9 months for OR to sort it all out, not just one but around 40 homes were/are affected!

[Caroline9118]

I'm just so confused as to how it takes open reach so long if I had perfectly fine internet with bt before it was then cancelled due to the bill massively jumping up in cost a few months ago. 

[JimM1]

@Caroline9118 Have sent you a PM, the envelope will allow you to see read and reply to it!