"Problem with order" text

[michaeld0687]

Hello,

I took out a new order with Sky for Broadband and Sky Stream last week, everything went through fine and we received the courier package over the weekend. Installation was booked for next Thursday. However I got a text from Sky yesterday saying "Sorry, but there's an issue with completing your Sky Broadband and Talk order. To get up and running just give us a call on 0344...". Under my order status, it shows that the Engineer visit was cancelled, clearly by Sky. 

When I call that number, none of the options provided is to do with issues with an order, and they all seem to lead to me getting a text to the FAQs on the website. It is quite infuriating as a new customer to get a text asking me to contact Sky about an issue but not tell me what the issue is, then make it impossible to talk to a human being to find out. Could anyone please share as to how I might get through to someone to find out what is going on?

Thank you

[caesarome]

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@michaeld0687 wrote:

When I call that number, none of the options provided is to do with issues with an order, and they all seem to lead to me getting a text to the FAQs on the website.

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If you get a bot talking to you on that number then say No when asked if you want a text message or to go online.

[michaeld0687]

Unfortunately I have tried saying "no"/"talk to a human"/mashing the keypad etc . The bot just keeps reading back the options (none applicable) then eventually tells me to visit Sky.com and hangs up. 

I have also tried going through with one of the options which is not applicable such as the engineer has not arrived, and this just leads to getting texted a link to FAQs. If the issue with my order is on Sky's end, someone should be calling me or at the very least it should be straightforward to get through to find out what is going on. It is very hard to believe there is no option for 'issue with an order' or similar. 

Would really appreciate any other suggestions.

[TimmyBGood]

@michaeld0687 

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable, and that may provide information about where a delay has emerged.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.