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    Sky/Pipex migration problem

    This is a discussion on Sky/Pipex migration problem within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi all I'm trying to migrate my current internet to Sky Max and am encountering some problems. Currently on 2mb ...

    1. #1
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      Sky/Pipex migration problem

      Hi all

      I'm trying to migrate my current internet to Sky Max and am encountering some problems. Currently on 2mb Pipex (not ASDL max) and wish to migrate to Sky Max. Signed up on the 10th I think it was, received my Pipex Mac code on the 11th and passed that to Sky that night. I've received all the correct letters and equipment with an activation date of supposedly the 22nd of Nov.

      Now the problems started on Friday with a letter from Sky saying my Mac code was rejected by BT. Phoned Sky on Friday regarding it, confirmed the Mac code I had given them was the same I had been emailed. My code ended in 0O which is where the suspicion lies. The guy at Provisions 'uncancelled' my account and re-submitted my Mac code I believe on Friday evening. Since my original order, I've seen nothing appear on the BT order tracker and nothing since Friday when it was resent. Phoned Sky before and the woman didn't have any clue about my call on Friday and confirmed my account was cancelled on the 17th November. I tried to tell her that Sky 'reactivated' the account but it seemed to pass her by.

      Phoned Pipex Mac team before to check whether the Mac code is incorrect but they doubled checked it on their system and confirmed it to be exactly the same code I've been emailed. They can't issue a different one till December 10th either so this one has to work or I've no chance.

      Any ideas?


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    3. #2
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      Well its a complete farce.

      Sky BB CS says I am now in a "Pre-activation cancelled" phase with my MAC code. I am now essentially in limbo with Sky because of some muppet seemingly submitting my MAC code incorrectly according to the Sky CS guy. He says that there are only 2 options - the problem is passed down the chain to another department who can probably solve it but that takes around 10 days. Or I cancel my Pipex, lose my Internet access for a week and essentialy sign up afresh

      What a complete joke - tempted to tell them to shove it and stick with Pipex for a while longer

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      Check : http://www2.bt.com/btPortal/applicat....ordertracking

      And see what orders are going on, On your line!

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      Nothing has ever appeared on my line on that tracker - I don't think BT have accepted the order off Sky due to the MAC issues

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      Well as soon as any orders are placed through BT Openreach they will be put their within 24-48 Hours!

      So just keep an eye on their!

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      But Sky have said the order is now going nowhere due to this "Pre-activation Cancellation" phase - he couldn't submit the MAC code because of this situation and he was unable to overcome that now. I'm completely stuck until this mystery letter from a mystery department turns up it seems.

      Activation date was meant to be Wednesday as well

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      Unlucky mate? But even if the order was being cancelled it would be on there?

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      I think what has happened is the order has proceeded perfectly up to the MAC code phase. Now because of the error in the MAC code and my account seemingly cancelled as a result, due to the closeness of it to my original activation date, it has screwed it up completely (this pre-activation cancellation phase is mentioned at other ISPs - cancelling at this stage for them means you pay some charge because of it).

      Now, I have no idea what the guy at Sky on Friday did but clearly it either didn't work or made the situation worse. I just can't work out why they can't reverse the procedure and just re-submit the order?

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      So basicly what you will have to (MAYBE) do is to wait for your previous ISP to remove themselves from the line and then re-order with Sky?

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      More than likely

     

     
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