Phone & Broadband Disconnected - Sky Say We Don't Have Those Services

[Kevin Gale]

Hi.

Has anybody had any problems where your services have been disconnected and Sky deny that you have ever had them?

We recently moved into a new build and ordered TV, Talk & Broadband through Sky as Virgin Media hadn't cabled the new estate. TV was no problem but we got several letters (sometimes arriving on the same or next day) contradicting themselves saying that there were problems with the phone/broadband part of the order or giving us a date for when it would be installed and working.

Anyway, we got the phone and broadband up and running and apart from broadband running like molasses everything was sort of okay until this weekend. At first it started with the broadband constantly going on and off and then yesterday our phone line stopped working.

My wife has called Sky today to report a fault only to be told that we do not have those services and that a new order would have to be put through (I guess our phone and broadband must have been connected by pixies and working by magic). Anyway, she spoke to someone else who seemed to tell a different story only to be told that someone would get back to us in the next couple of days (days????), couldn't tell my wife when we would have services again and would more than likely be given a different phone number.

Can anyone suggest how we could go about resolving this quickly. The whole situation seems like a joke and having no Internet will make life more difficult for the times I have to work from home (it also doesn't leave me with a good first impression of Sky!).


Kev

[Scubbie]

It sounds like someone has messed up your account.

Could I suggest that you gather together all the paperwork and emails which you have received from Sky and also take a look at the history of your account on the Sky website. Log in to the site and visit the "My Sky" section. This will help you to see what has been happening.

i have seen some members complain because for some reason their telephone/Internet was cancelled before they went live, but not after it was connected.

One possibility is that a previous person living there had been connected or that there was an issue and BTO never completed the installation. The difficulty is that you say this is a new build so it is unlikely that the line would have been live previously and a BTO Engineer should have come to your property to check the line.

[Kevin Gale]

Hi.

We did have a BT engineer at our house the day the phone and broadband went live. When the engineer arrived things weren't working and when he checked the cabinet down the street the line was connected to the wrong house so he changed it.

I'll get my wife to check the account online to see what it says.


Thanks.
Kev.

[Scubbie]

It sounds to me like there has been a serious administration error. You may need to speak with Customer Services in order to get everything reconnected promptly.

If you can show that this is their error you may should able to claim compensation for the inconvenience and for having to notify people of the change in your telephone number. Also it might be possible to get a refund for having to use an alternative Internet connection, such as a 3G dongle, whilst you are waiting to get reconnected. Please DO keep any receipts to demonstrate your out of pocket expenses. Also keep a written log of all your communications with Sky over this (names, date & time, summary of conversation).

If required we can provide details of the executive team should Customer Service fail to help.