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russnettle · #1 18-01-10, 08:11 PM

Hi,

Just wondered if anyone else had had problems with sky promising broadband/phoneline by a date and not delivering?

We signed up in November for our new property which we moved to 1st Dec. We were advised Sky Plus would be set up on the 2nd and the phone line 10 working days after, broadband would then be working 5 days after that. I explained that I needed broadband before christmas as I would be on call with work over christmas. This was no problems according to the sky rep. He advised I would def have it for 21st Dec. Nothing was done at all before christmas, no contact to advise there was a delay, nothing. I contacted sky who advised there had been a 'system fault' and it would take another 10 working days for the phone line to be set up and another 5 for broadband. I had guessed this may be the case so had to purchase a pay as you go dongle. Since this contact I have spoke to sky several times and each time since they have not been able to give me any definate dates. The last contact was on thursday 12th, they advised me someone would contact me within 72 hours with confirmation. Sky have offered to greatly reduce the cost of the broadband etc which I would be happy with, IF they were actually providing it.

I am to the point now where I have had to spend £50 on topups etc and am at the end of the 72 hour callback promise. When I call them next time if I do not receive a definate date, and it is not a reasonable time frame (eg a week) I want to cancel the telephone and broadband with sky and get it with someone else (probably 02).

My questions are this tho:
Has anyone done similar?
The TV Phone and Internet were a package, however 2/3 of this package are not being supplied, surely this counts as breach of contract, I did sign up for a 12 month contract, but surely this means I can come out of it? I am happy with the TV package tho and want to keep it.

Any thoughts? views?

PaulSky · #2 19-01-10, 07:22 AM

It will probably be a database error on your account, if you are not contacted within 72 hours I would cancel citing non supply of the contracted Package. If Sky cannot sort out the account database error then it's their problem not yours.

@Alex · #3 22-01-10, 07:15 PM

Yea it sounds like a bit of a problem down their end possibly to do with their database, I guess you'll have to sit tight and wait for it to come :S Goodluck chief.

simonmpoulton · #4 08-03-10, 05:49 PM

I had similar issues when I had mine installed. It'll be that BT openreach havent got your address on there system and so the orders arent going through properly. It'll be the same with other providers as openreach have to supply the line. All I can suggest is to keep calling them and get them to sort out openreach asap. Once the phone lines in it should be no more than a week for the internet to be activated.

kharnmcd · #5 Yesterday, 02:05 PM

We have recently had a bit (sarcasm) of a problem with sky, my wife and kids moved house back in December 2009 which she informed Sky about two weeks before the move. They obviously said no problem we will get you moved it will take upto 30days. Ok 30 days is a looooong time but what can you do? 30 days past still no word no phone line no internet, so calling from a mobile (££) she was told that there was a slight delay after not hearing anything else she was informed that other users were having to wait 90days !! Still no joy after phoning them a few more times she was informed that she will need to wait 90 day obviously already having waited well over 30days this was now 120day + wait.
Obviously this just isnt cricket so I went and had a look at OFCOM and they suggest that after moving house getting reconnected should take no longer than the "Lead time" stated on their website which for Sky says 7-10 days well after more phone calls (££) and being told the only way that she could leave would be to pay up her contract in full (which she wouldnt have as they had already broken contract by not supplying 2/3rds of the services contracted) she wrote to them and contacted OFCOM who said they are going to investigate this....... You would think that this might get a reaction from Sky.... well it did they called today and told her to find a new supplier 4 months down the line.

Im very disappointed I used to recommend Sky to everyone and they just let you down so im letting everybody know just how poor they are do not go with Sky if your moving house find a different company or try and get in writing a day that they will reconnect you or something.

I am trying to build a list of all people that have had similar problems so please do message if you have espescially if you have contacted OFCOM in regards to this the more the merrier got to let these companies know that they cant treat us like poop.