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    Sky Broadband Help!

    This is a discussion on Sky Broadband Help! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, I have ordered sky broadband on the 21st Dec and recieved my router before xmas with a letter to ...

    1. #1
      daviesj4's Avatar
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      Sky Broadband Help!

      Hi,

      I have ordered sky broadband on the 21st Dec and recieved my router before xmas with a letter to follow that my activation date is 3rd jan.

      Well yesterday i spent most of the day waiting for the internet light to come on - it never did! I rang Provisioing this morning who have advised me that there is a delay on the order and order management will be in contact with you!!!! they don't have an incoming line to contact them on!?

      Does anyone know how to get in contact with order management as i do a lot of work from home and really need this sorting asap?!

      Thanks in advance

      Justin


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    3. #2
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      Re: Sky Broadband Help!

      You shouldn't use that argument with them as the BB service is residential use only. Order status is your only contact point unfortunately, you need to get them to find out what is happening, it could be a delay on BTs side (they go into the exchange) or there may be a problem.

    4. #3
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      Re: Sky Broadband Help!

      Quote Originally Posted by daviesj4 View Post
      Hi,

      I have ordered sky broadband on the 21st Dec and recieved my router before xmas with a letter to follow that my activation date is 3rd jan.

      Well yesterday i spent most of the day waiting for the internet light to come on - it never did! I rang Provisioing this morning who have advised me that there is a delay on the order and order management will be in contact with you!!!! they don't have an incoming line to contact them on!?

      Does anyone know how to get in contact with order management as i do a lot of work from home and really need this sorting asap?!

      Thanks in advance

      Justin
      Justin,

      It is also worth noting that ont he letter your received giving you your activation date it will mention that you should alsoallow a further 3 days for activation to take place due to busy times.

      If you mention work or business as your use for the net then they are within their rights to refuse you a service as it is a purely residential only service.
      Regards,

      Tom (HSNetwork)

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    5. #4
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      Re: Sky Broadband Help!

      Order Management are an outbound only team (based in the same building as OMT) who will contact you with an update when they have one. Usually they won't chase up problems with BT until after the 3 working days (takes us to 9th Jan).
      I am not posting officially on behalf of Sky. I am posting individual thoughts and advice.
      Sky Broadband Provisioning: 08705 515 515 - Option 1, Option 1, Option 3

    6. #5
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      Angry Re: Sky Broadband Help!

      Same problem with my account. We ordered it on 8 January 2008, it was to be activated on 18 January 2008, but we are still offline apparently due to a 'BT fault at the exchange' which BT say is nonsense & our line is fine to receive BB.

      Sky just don't want to hear about it. We have been told to wait a further 10 days & i am sure after that we will be told to wait another 10 days. I tried to cancel as the line is not active as yet. They told me the tags are now on our line & that we have to wait for the line to go active before we can cancel. It will then take another 10 days after cancellation to clear the line!!!

      I feel so hopelessly lost and dissappointed. I've never (even as an IT Manager) had to deal with a company who gives the customer no feedback, no reassurance and absolutely do not care. The customer purely has to wait until they get their butts into gear and finally get the line activated.

      What recourse do you have with these people? There seems to be no way to get the problem escalated either. I'm so sorry I switched from Tiscali/Homechoice.

    7. #6
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      Re: Sky Broadband Help!

      If it has been escalated to Order Management team they will phone you back after speaking to BT or investigating issue - this gets dealt with "in due course" - no operator will be able to speed the process up - we have no contact with Order Management outselfs... your details are placed on Paper Work and emailed to Order Management on a nightly basis ( added to a spreadsheet) - Order management do not work weekends so dont expect a call at this time.
      Last edited by Sky_Employee; 05-05-08 at 02:46 AM.

    8. #7
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      Re: Sky Broadband Help!

      Order management do not work weekends so dont expect a call at this time.
      As the post is nearly 3 months old, I doubt if they will ever get a call if they have not had it by now.

      TomD


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