Trying to set up first ever broadband, email says to talk to Switch Squad?

[natashkarose]

I completed on my first home last Friday, so while I was waiting for the keys, I thought I'd set up my broadband to get a head start as I work from home and need internet asap. I'm moving out of my parents home so I've never had my own broadband before.

Within a few moments of placing my order for Ultrafast+, I had a "there's been a problem with your order, contact us" email and text. I got through on the phone and was told that Openreach had cancelled the order. The Sky employee wasn't sure why and the flat I've bought is only 4 years old - Openreach's checker confirms it has full FTTP and speaking to the sellers I confirmed they had previously had a BT fibre package so it can definitely handle Sky's ultrafast+. It also currently has an ONT box already installed which is lit up green.

The Sky employee redid my order on the phone and said it was all set up but within moments I got another "there's been a problem with your order" email. This one told me I needed to talk to the Sky Switch Squad, but I'm not sure why as I'm a new customer with zero previous broadband, I'm not switching anything. 

The Sky employee told me not to worry about it and that it looked fine on his end, but my app is still showing that there's a problem and that I need to contact them. Who do I believe? Do I need to contact the Switch Squad even though I'm not switching anything?

[Chrisee · Accepted solution]

@natashkarose congratulations on getting your first home. For some reason Openreach are rejecting the order from Sky. If you have an Openreach ONT it is most likely to be because the previous resudent has not cancelled their connection. Skys "switch squad" are the specialists that sort these type of issues. 

To explain Sky and many other isps use the Openreach network but you can never have more than one service on a single line so if the last tenant has not as yet switched their service by booking a move with their ISP or by cancelling therefore Openreach wont accept Sky's order for your service. 

Moving is a complicated process so expect snags like this and plan for the worst while hoping for the best. There is a 14 day lead time for broadband switches so it is possible you wont have your Ultrafast+ service from day 1 so think about how you can still work.

It doesn't stop there you are buying a domestic connection which you can use for work but that wont change the time it takes to get faults fixed as domestic faults have a 2 working day SLA so knowing what to do if tghe congection is down is sensible. Hope you get this sorted.

[natashkarose]

Thank you, your reply was really informative! I'm still at my parents' at the moment so am working from there while I'm waiting, 

This whole thing has been a process haha, I called today and spoke to a lovely woman who did some digging and found that it had cancelled twice because the line hadn't gone inactive yet from the previous owners. She started placing the order again and her whole system crashed. She deserves a really strong drink after the morning she's having. Then, to top it off, my phone cut off. 

I called back and spoke to another lovely woman, who could see the pending order. She went through everything again, placed the order and now I have an order ready to go! Delivery next week!

I know it's been a pain to get set up but I can't fault the customer service. Fingers crossed we're all good now!

[jamesn123]

@natashkarose 

Just keep an eye on it. Its possible your order will be cancelled again as you can't place an order yourself until the current residents either place a cancellation request or home move request.

[natashkarose]

@jamesn123 The third Sky employee I spoke to yesterday confirmed the line was showing as not in use now and it's still all good on my end today, so I think it was just unfortunate timing with theirs ending as I was trying  to set mine up. All seems good now hopefully.

I'm the current resident, the sellers moved a while before we completed so the property was empty for a bit before I got the keys. Broadband is the last thing I have to set up so I'm hoping I'm on the home stretch now.