What the hell is wrong

[TippyJ]

I am still connected to BT and not sky. I still have tbe broadband active that has been so for last 3 years. I cannot get my sky stuff to work because if thus and despite several requests and speaking to 10of your " experts" earlier I amno further forward with yesterday's switch and zi feel tempted to cancel my direct debit and service and stop with BT cos right now i am getting zero support from sky. 

If we have not got this sorted by midday Sunday your hub and TV box willbe in the bin and I will sign to bt for another 2 years. Your diabolical service today us totally unacceptable. A switch should be easy and this is a major difficulty and over complicated. 

SORT IT OUT, PLEASE. 

[TippyJ]

Does everyone have this issue ifxero support from these people. They do all the contact with robots and a very crude AI system, email and text. Do normal living people with a phone work here? BT is bad this lot are 20 times worse. 

Said to one today if this cannot be resolved I will cancel my service. Next I got a letter threatening me with 3 mo the cost and my old provider would take weeks to get back to me. Weird cos my switch day eas yesterday and I am still connected to my old supplier but a neighbour has had his broadband cut off. Can not get anyone to help me they do not want to know. Tomorrow their kit goes in the bin and I will forget we ever tried to switch. 

[Daniel0210]

@TippyJ 

You aren’t contacting Sky Customer Services on here. This is a customer led discussion forum where Sky customers are available to try to help other customers.

What ever has gone wrong threatening to stop payments and throw loaned equipment away is very unwise. Doing that is going to cause you additional problems. You won't be able to call Sky, you wont be able to cancel, late payment fees will be added, non return fees would be added and eventually Sky will involve a debt recovery company which may affect your credit rating.

If you arranged a One Touch Switch through BT and you're still connected to BT have you spoken to BT? 

[Chrisee]

@TippyJ The Sky TV box does not require a Sky broadband service it will connect perfectly easily to your BT hub temporarily unlike BT's tv services Sky's work with any internet provider.

If the delay is getting full fibre line run to your property this is largely out of Sky's hands as that work is done by Openreach or City Fibre the network owners. Like many construction projects installing fire does on occasions hit unexpected snags. It is for thst reason Ofcom introduced the one touch switching service so that customers keep their old service until the new one is up and running. You should be due compensation for the late provisioning of your new connection see Customer Auto-Compensation | Sky Help | Sky.com

Sky's phone services can be very frustrating and before calling check the My Orders section of My Sky app or website as that should show what Openreach or City Fibre have told Sky about the delay. If you do have to call Sky use the phone registered to your account and do not engage with the bot but stay on the line and you should be routed to an agent.