Sky wont give me broadband as they think im a farm

[DaisyLane]

I am part of National Broadband Ireland's fibre rollout and have just been connected. I am an existing Sky tv customer and have had Sky broadband pre-ordered since at least June. I got a text message today giving me an installation date of the 8th of August 2024(?) which is clearly wrong so I rang them.

They've now informed me that they've cancelled my order as my eircode is a farm and they're not offering business internet. My eircode is in no way connected to a farm, i do not own or operate a farm. I do live rural and my neighbour has a farm, but they have their own eircode and are nothing to do with me. I live in a residential house and want residential internet.

I've no idea how they've associated my eircode with a farm, the only thing I can think of is they looked at the house on Google Maps and seen my neighbours farm and blindly assumed it was mine.

The girl on the phone stonewalled me and said there was nothing she could do and nobody she could transfer me to to get it rectified.

How can I get this sorted? This is a massive inconvenience because someone made a quick and incorrect judgement based on wrong information.

[Chrisee]

@DaisyLane it is very difficult to advise anything other than calling again and hopefully geeting an agent who is more helpful. This will not be someone looking on a map it will be 'the computer says" issue which require manual intervention. You could try making a formal complaint https://www.sky.com/help/articles/how-to-make-a-complaint-roi as they usually are seen by more senior staff.

[DaisyLane]

Thanks a mil for your reply! I did exactly that and have been messaging with a staff member. I sent them the folio from land registry with my eircode showing that im not a farm.  Now they're telling me their system has 2 addresses connected to my eircode and they are unable to fix it. There are not 2 addresses connected to my eircode anywhere else other than Sky. They've basically said they cant sort it and cant provide broadband.

[Chrisee]

@DaisyLane raise a formal complaint but it is unlikely an issue from Sky it will be the database for the network supplier they use in your area which could be Virgin, SIRO or EIR IIRC

[DaisyLane]

How would I find out which supplier they are using and if its an issue with them or Sky? I did raise a complaint and just got told the issue is with Sky's own system and they cant fix it. They've closed the complaint and directed me to another broadband provider. So frustrating!