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    Order/Setup Problems?

    This is a discussion on Order/Setup Problems? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hello guys. On the 1st of October, I phoned sky and added SkyTalk and SkyBroadband Connect to my current sky+ ...

    1. #1
      Xeona's Avatar
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      Order/Setup Problems?

      Hello guys.

      On the 1st of October, I phoned sky and added SkyTalk and SkyBroadband Connect to my current sky+ account.

      The reason I took out Connect, is because sky's LLU equipment is currently "full" for my exchange, now, I see this as an advantage, as unlike other companys (AKA: Be/O2) they are not overloading there network and worrying about upgrading it later.

      They offered me Connect for 5/month, and I took that offer.

      Now.

      After logging into Sky.com yesterday (3rd October) I noticed I had this error message under my broadband:

      There appears to be a problem with your order, please call Sky Customer Services on 08442 410 515.
      So... I called them on that number, and my call was answered very quickly, I was not put on hold at all.

      They told me on the phone call, that for some reason my broadband was canceled. and they passed me back to the ordering department, that said there was an issue with their software, they confirmed the MAC code I gave them, and re-ordered the broadband.

      I have just checked again, and under the "new" broadband order, is again the same error message...?

      The problem/Questions:

      Its been 4 days since ordering - and I've not recived anything from sky - No post, etc, is that normal?

      Does anyone else get or got the "There appears to be a problem with your order, please call Sky Customer Services" error on the my sky? is this normal? Should I be worried?

      My "router" order states:
      We are currently processing your order.
      Should (after 4 days) they not have dispatched it?

      Thanks very much in advance.


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    3. #2
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      Re: Order/Setup Problems?

      Sometimes Sky's systems get stuck so to speak. I know of people who get a letter off Sky saying that there is a problem, and when they have rung, there wasn't.

      You would normally get a welcome to type letter within a few days.

      If possible wait till Monday and see if you get a letter, if not ring Sky again.




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    4. #3
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      Re: Order/Setup Problems?

      Hello,

      Thanks. On monday, that would have been a full week (7 days) since ordering, so if I still get nothing, I will give them a call.

      Another question I have, as the sky call center guy could not answer it.

      When switching from Connect to LLU - is there any downtime? Like, from Pipex to connect, they say there could be a 1 hour down time, but the guy on the phone did not know what the downtime was from connect to Max (LLU).

      Thanks again - This site is very helpfull, and was mainly the reason I decided to switch to Sky.

    5. #4
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      Re: Order/Setup Problems?

      afaik There will be downtime, as you are just the same as any other migration from any other ISP. ie From BT's kit to Sky's.

      Should be no more than an hour at tops I would have guessed.




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    6. #5
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      Re: Order/Setup Problems?

      I have just phoned sky about my order.

      The person on the phone this time, basically said this:

      As you have ordered sky line rental, your broadband order cannot start until your line has switched over to sky, so once your line is switched over, it will take a further 10-15 days to active your broadband.
      I am very disapointed with sky. If they would have told me this before I ordered, I would have just gone with Sky Broadband, and not Sky Talk.

      At the moment, I am stuck on Pipex's usless excuse for an internet connection, being capped to 20-30kbps in the night, i've complained and complained, but nothing gets done, during the daytime, and very late at night (1am-5am) I can get speeds of 200+ kbps.

      The reason for going with sky, was to get away from Pipex as quick as possible, because at night, I cannot even play an online game, its that bad, and internet browsing is far too slow.

      Now i'm going to have to wait 15 days for my sky phone line, and 15 more days for my broadband :S In the mean time, I have no broadband at nights (Well.. I do, but its so slow, its not worth it.) Thats a month :S

      On the phone when ordering, I was told the Sky Line would take 10-15 days, and the sky broadband would also take 10-15 days, I was not told that the line had to be moved before the broadband could start (meaning 20-30 days total)

      Not a very good start from sky in my views I just hope I dont have any more issues/problems.
      Last edited by Xeona; 06-10-08 at 05:12 PM.

    7. #6
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      Re: Order/Setup Problems?

      Unfortunately yes the work on the line has to be completed before your order can go onto it or the change to the line done to put you on to sky line renal may knock the adsl off again. Have they told you a date for when your line migration will be complete?

    8. #7
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      Re: Order/Setup Problems?

      In such cases it would be better to order everything except the rental. Then add the rental after you are up and running. I have never heard any complaints on the forum about loosing the broadband when changing the rental.

      TomD


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    9. #8
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      Re: Order/Setup Problems?

      Quote Originally Posted by Isitme View Post
      In such cases it would be better to order everything except the rental. Then add the rental after you are up and running. I have never heard any complaints on the forum about loosing the broadband when changing the rental.
      Yes, if I was told about this when I ordered, that is how I would have done it, the same day my broadband was activated, I would have phoned up and ordered sky talk.

      But - I was not told at all about this, all I was told, was that talk would take 10-15 days, and Broadband would take 10-15 days, I was not told that broadband could not be started until the phone line was done.



      On the date - Yes, my date is 20/10/2008

     

     

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