URGENT: Unauthorized Slamming since October – Service disconnected Dec 23rd

[Victor28]

I am seeking urgent assistance from a Sky employee to resolve a case of Broadband Slamming/Unauthorized Line Takeover.

I first received a notification of an unauthorized transfer back in October. I have contacted Sky multiple times since then to block this 3rd-party request and was repeatedly assured it was being handled. Despite my warnings over the last two months, the cancellation went ahead and my service was fully disconnected on December 23rd.

I am now at a Total Loss of Service. Because Sky failed to act on my reports since October, I am holding Sky responsible for this service failure.

I require the following:

1. Immediate escalation to the Provisioning/OTS Team to restore my line via a 'Simultaneous Provide' order.

2. My original contract terms and pricing to be honored in full.

3. Automatic Compensation (£9.98 per day) backdated to December 23rd.

4. An emergency 4G/5G backup solution (Mini Hub) provided immediately while I wait for restoration.

[Daniel0210]

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@Victor28 wrote:

I am seeking urgent assistance from a Sky employee

You aren’t contacting Sky here. This is a customer ▶️ customer discussion forum where we try to help other customers.

I require the following:

1. Immediate escalation to the Provisioning/OTS Team to restore my line via a 'Simultaneous Provide' order.

You won't get get through posting on here.

3. Automatic Compensation (£9.98 per day) backdated to December 23rd.

I don't believe that falls into the automatic compensation scheme 

4. An emergency 4G/5G backup solution (Mini Hub) provided immediately while I wait for restoration.

That isn't something Sky provide. 

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[GD1]

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@Victor28 wrote:

I am seeking urgent assistance from a Sky employee to resolve a case of Broadband Slamming/Unauthorized Line Takeover.

I first received a notification of an unauthorized transfer back in October. I have contacted Sky multiple times since then to block this 3rd-party request and was repeatedly assured it was being handled. Despite my warnings over the last two months, the cancellation went ahead and my service was fully disconnected on December 23rd.

I am now at a Total Loss of Service. Because Sky failed to act on my reports since October, I am holding Sky responsible for this service failure.

I require the following:

1. Immediate escalation to the Provisioning/OTS Team to restore my line via a 'Simultaneous Provide' order. Not going to happen.  You should also be aware of the Holiday period that has 3 additional non working days, any SLA quoted are based on working days which excluded weekends & Public Holidays in the UK

2. My original contract terms and pricing to be honored in full.  We can't help with that

3. Automatic Compensation (£9.98 per day) backdated to December 23rd.  As customers we also can't help with that.

4. An emergency 4G/5G backup solution (Mini Hub) provided immediately while I wait for restoration.  Sky provide you a domestic broiadband service they don;t provide any kind of backup or interim solutuon, that is for you to sort out.

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[TimmyBGood]

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@Victor28 wrote:

I am seeking urgent assistance from a Sky employee to resolve a case of Broadband Slamming/Unauthorized Line Takeover.

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Urgent assistance on Christmas Day?

[Chrisee]

@Victor28 it is unlikely you have been slammed ie someone has switched your isp intentionally without permission. By far more likely is an agent at another isp has picked up your line in error which is more likely. However the result is much the same from your end.

Sky are not being difficult in not sorting this but it is in fact the One Touch Switching system has no mechanism for what is known as the losing provider to stop a switch . The only person who can is you.. If Sky did not explain this then they are at fault. The new system has to follow the process Ofcom set down and where a switch is to be cancelled the customer has to contact the "gaining proviider" and request the stop . Sky should have given you the identity of that company to contact . This is pretty sensible if you have requested the change yourself and want to change your mind. It is far less so if your line has been picked up in error as does happen occasionally as the gaining provider wont know who you are..

I raised this earlier in the year with Sky contacts who confirmed how the system works and while not seeing a lot of cases like yours  they accepted they can  happen. Personally I think this is a fundamental mistake in system design but who am I to query what Ofcom decides?