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    Phantom cancel

    This is a discussion on Phantom cancel within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, I wonder if you guys could help me. I ordered sky around April and BB has worked fine since ...

    1. #1
      old_bean's Avatar
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      Phantom cancel

      Hi, I wonder if you guys could help me. I ordered sky around April and BB has worked fine since late July and then suddenly the router could not connect to the internet (error 100 on the sky test on the router). I belive this is due to my landline being cut off, which is now resolved.

      After conversations with tier 3, they decided the best thing to do was cancel my BB subscription and reinstate it. That was over a month ago and the latest entry on my ticket ID refers to a "phantom cancel" or "phantom cease".

      The people I've spoken to on tier 1 don't seem to know what this means, and getting through so someone from tier 3 is a nightmare. Could someone please explain to me what they think may be happening on my account and how long I can expect to be without BB? (sky's official line is that they are unable to give a timescale).

      Thanks in anticipation,

      Regards

      Leigh


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    3. #2
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      Re: Phantom cancel

      if ur phone line has been cut off -all services on it are negated so will have to be reprovided...

      Sky will need to first cancel down the one they think they're supplying and reprovide it - 2 weeks fix if everything goes to plan
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    4. #3
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      Re: Phantom cancel

      If its a ghost (phantom) cease, its at least 3 months at the moment...

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      Re: Phantom cancel

      Thanks for your replies.
      Could you explain what a phantom cease is please?
      Am I looking at 3 months from the point at which a phantom cease was noted on my ticket ID?

      Thanks again,

      Leigh

    6. #5
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      Re: Phantom cancel

      A ghost/phantom cease is basically where the records for your phone number show a complete order. Until a cease is manually added (basically a fake cease), any orders on your phone number will fail as been an invalid operation because there is already a complete order on the line. Should be 2-3 months from when the ticket was moved to tier 3 provisioning. You should be called by them but the most likely outcome is "no timescales"...

    7. #6
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      Re: Phantom cancel

      wow - 2 - 3 months to sort, I know the cease will not be Sky's fault, but that is some penalty for some problem that may or not be a direct result of the OP's actions.




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    8. #7
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      Re: Phantom cancel

      Thanks again for your help guys.

      Such is life eh... nevermind!

      Cheers,

      Leigh

    9. #8
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      Re: Phantom cancel

      If you're desparate for broadband, you could always find an alternative supplier for a few months until Sky have sorted your account out. Obviously, you have to make sure that you pick a provider who doesn't insist on a minimum 12 month contract or charges a "disconnection fee" if you leave before 12 months is up.

      You wouldn't need a MAC code because as far as BT are concerned, there is no broadband on your line. The problem is entirely within Sky - they can't put in an order for Sky Broadband on their system because it will just say "this customer already has broadband".

      At least, that's my understanding of the situation.

    10. #9
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      Re: Phantom cancel

      Yep, hopefully one of these days the problem will be fixed :P

     

     

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