Terrible Delivery

[Jonathanpe]

Has anyone had such a poor experience of joining Sky.

Was given a delivery date for the service.  Sky engineer turned up but the router had not arrived.  (Also OR needed to complete external works).  They started taking DD at this point as well.  And the person form Sky said oh that’s for the TV(which I was still paying with my existing supplier!)

After multiple calls to Sky and being told on the chat someone would contact me back (obviously no contact from them)

Then was told the next engineer visit the engineer would bring the router and obviously this didn’t happen.  So no OR have completed their works they have cancelled my existing service.  So again after multiple calls to Sky they are saying I probably won’t be able to get the router for over a week. 

I work from home and am on call so am in a little bit of a bind! 

Am really tempted to cancel the whole order and revert to my original supplier.

[Daniel0210]

@Jonathanpe 

Engineers don't bring the hubs. Hubs for new activations are normally dispatched via Royal Mail to arrive a few days prior to the activation date.

Once sent out you can usually track its progress.

I appreciate the issue must be very frustrating but Sky broadband being discussed on here is a domestic service and whilst it's fine for customers working from home to use it (when set up) they won't receive additional or quicker support.

[Jonathanpe]

Yes, but Sky lost my original router (or it never made it to Royal Mail)  Then I was told by a Sky call centre they would bring one.  (I did question at the time, but they were insistent!) 

[JimM1]

@Jonathanpe TV is seperate from Broadband, always has been that way and works with any supplier of Internet Broadband so yes expect to start paying for it as soon as you get it, Engineer's never bring a sky Hub with them and one is posted to arrive a few day's before the go live activation date that sky will have given you once it is all confirmed with them and the Broadband supplier infrastructure in your post would appear to be OR Openreach, but delay's do happen for many reason's, chat is just not the right way to deal with it all, you should ring sky and that may get you somewhere! 

[Jonathanpe]

I have called them several times and was told by them on the 2nd visit they would bring one.  And now as I don't have any service can't use any of the TV from either provider! 

Just a very frustrating experience.  And now without any internet service for the next week.  But I have to wfh, with very patchy mobile service where I am so can't peer their either.

[JimM1]

@Jonathanpe OTS should have kept the broadband service alive until sky have a confirmed and active service to your home, although it's not 100% guaranteed to work as expected, it is the object off it, so as long as you did all that start the dialogue off with sky, FF Full Fibre install's if they go wrong can be delayed by a long time, not just day's but month's!

Is your FF install done now completed and live / working condition as informed by Openreach?

[Jonathanpe]

What I do find amusing is all the upsell I am already getting from Sky and surveys.  

[JimM1]

@Jonathanpe Yes and that happens as well! Although cannot see what else they can sell you apart from additional TV packages or special offers, try it free and get sucked into the vortex!

[Jonathanpe]

Well the answer will be no!  As I said they have taken nearly 8 weeks and cannot do the basics.