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    Urgent Help Needed!! BB max disconncetion at exchange!!!

    This is a discussion on Urgent Help Needed!! BB max disconncetion at exchange!!! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, I was on sky BB max 16 mb since 25.11.08. On Chritmas Eve I noticed my Broadband Max is ...

    1. #1
      selim_uk's Avatar
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      Urgent Help Needed!! BB max disconncetion at exchange!!!

      Hi,

      I was on sky BB max 16 mb since 25.11.08. On Chritmas Eve I noticed my Broadband Max is totally disconnected. I called customer services. They found fault with my router as the power light was not working and ordered a replacement. I insisted to speak to 2nd tier as my BB was working despite the fault with the power light of the router. So they did the tone test and found no sign of BB on my line and then ransfered me to 2nd tier where I found out that I had a disconnection at the exchange and I'd have to go through the whole reconnection process which could take 5-7 days. The could not give any specific reason for this.

      On 29.12.08 I found out that Sky is connecting me to BB conncet instead of BB max and the go live date is 07.01.09. When enquired about it, I was told that my exchange is currently full and I'll be automatically migrated to Max when a space becomes available. The BB connect is being offered to me for 10 a month. I was shocked! I told him that I feel like being treated unfairly by sky as my space has been given to someone else and now there is no space for me. I also told him that I'd write a complaint letter.

      Could some one please tell me what should I do in this situation to reinstate my line to BB max? Any personal experiences or expert advice is much appreciated in advance.
      Thank you all and have a very happy New Year!!


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    3. #2
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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      there's nothing you can do - the only way it'd cancel completely is either Sky's system doing it or (more likely) BT's...

      If the line changes in any way, e.g. change of name, ALL services on the line cease and the line reverts to PSTN only (ie. no BB tag at all). If this is the case then a cease and reprovide is the only way of getting BB back on the line which involves Sky ceasing the service they still think you're getting and the reprovide it. You're then in the situation you're in where the exchange is full and nothing can be done about it...

      has anything changes on your line? have you called BT to make sure?...

      EDIT: another thing - when they did the tone test and it failed did they log it to BT? might've been just disconnected for whatever reason and just needs an engineer to go down and plug you back in...
      Last edited by IWasNotTheEnemy; 30-12-08 at 07:40 PM.
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    4. #3
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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      Thanks foe you advice. I didn't ring BT as I notice no change in my service at all. There was no change due to my line apart from changing my calls to skytalkfreetime which started from 08.12.08.

      No, I didn't request them to log it in as I didn't know what to say. But they did log the problems on their computer and given me a ticket number. The lady got in touch with other people few times holding me on the phone and then told me my line is ceased at the exchange and they'll have to reprovision it.

      I'm thinking of lodging a formal complaints to investigate this matter, what do you say?

      Am I eligible to get a mac code and leave sky as they couldn't provide the level of service they promised?

      Thank you very much for your help.

    5. #4
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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      You are not taking service so don't need a mac.

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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      i would complain to escalations i think its called!..

      this is very naughty and sky are not in their right to do this to you but as you are not connected i'd go to another isp and cancel sky...

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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      No, funny enough they've already connected me with BB Connect from lastnight although sky told me my go live date would be 07.01.09. I have checked my order in my sky.com and it shows the same information. I received a new ruoter today aswell.

      Since I'd be officially connected from the 7th Jan 2009, can I not get the MAC code and leave as this would help to migrate to another isp smoothly?

    8. #7
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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      By the way,I'm getting very poor download speed, around 1995kbs download and 355 upload. When I was with BB max, I was capped at 15mb and received the full speed of 15mb constantly using the same line and same router. My router stats are:


      Modem
      ADSL Firmware Version A2pB023o.d20h
      Modem Status Up
      DownStream Connection Speed 8128
      UpStream Connection Speed 448
      VPI 0
      VCI 38

      Downstream Upstream
      Connection Speed 8128 kbps 448 kbps
      Line Attenuation 19.0 db 8.5 db
      Noise Margin 12.1 db 24.0 db

      I'd welcome your comments on this.

    9. #8
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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      nope.. typically speaking as they have now connected you...
      nice stats...

      bloody idiots you could of got 16mb easy

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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      well, I spoke to customer services this evening and he said I should be ok to request a MAC code withing one month of connection as I would still be in cooling off period.

      On top of this I originally ordered sky BB max and received it for more than 4 weeks without any problemss. Now sky has moved me to BBc onnect because of their service limitation. As I feel disadvantaged I should be able to leave sky within one month of activation, Their broadband terms and condition supports this too. What do u suggest?

      Should I cancel it now? If I do, it would mean I'll have to wait for my line to be cleared 1st and then go to another isp, which could mean up to 3 weeks without internet. But if I can get the mac code the process is generally smooth.

    11. #10
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      Re: Urgent Help Needed!! BB max disconncetion at exchange!!!

      well once you get the mac code and you give to another isp you wont be without a connection until the day of transfer...

      my friend went from bt to be and he was connected to bt right until the day of transfer so i say go for it...

      and yes i had a thick moment... you have 28 days "cooling period" before you have to do a whole year

     

     
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