Activation Delays

SatDish · 16-09-06, 05:30 PM

After speaking to Customer Service this afternoon we have found out that there is anything up to a 7 day delay on BT Activating your Sky Broadband,

The length of the delay all depends on where you live and how busy your exchange is. If you live in a big city then expect a longer delay then some one living in a village,

It does seem that Openreach ( a side of BT that deals with LLU ) who already have had bad press are over stretched and just cannot cope with the demand, its funny that Sky took on extra staff to cope with demand but BT did not,

As mentioned here at Skyuser by Hugsie, Sky should hold back on issuing any more BAND numbers for sign up's. This would then give BT chance to get their house in order over activations.

BT really needs to look at employing more staff to cope with demand,

So when CS says they don't know when you will be connected, its not an excuse, they truly do not know. This is down to BT.

If your date has been changed then it may be due to an error with the order on your line which again is out of the hands of Sky.

Hope this goes some way to explaining some of the delays, i do share your frustration as I to have been waiting since the 8th sept for activation.

Thank you

Glenn

P.S.
to Sky BB management, a little information goes a long way.

youravinalarrrf · 16-09-06, 06:11 PM

This Openreach document may be of some interest - this is how the ordering process from Sky to BT is supposed to work I think.

http://www.openreach.co.uk/orpg/down...T_HANDBOOK.pdf

I do agree it's high time Mark Anderson Sky's Customer Marketing Director made an official statement on this forum regarding the reasons for the activation delays being experienced by so many.

Hornet · 16-09-06, 06:42 PM

well it was meant to be connected 14th looked on bt order tracker and says 14th but order in progress the other one listed is cease for the 19th September for my current connection so I hope I get connected before disconnection.

rs200 · 16-09-06, 07:08 PM

My own story was that I got LLU'ed yesterday (I could see from the router diags that I now had a 4mbit line - but no internet worked) but at 12:00 today I was "activated" and now everything works (apart from some forums and websites)

My activation date was the 15th (which I got from the BT order Tracker) - however when I spoke with Sky they insisted that it was the 21st !! .. (this originally slipping from the 9th) .. so I have no Idea where they were getting their information from .. When I asked them to look on their system they said that the system which interfaced BT's and their own systems was down .. ah-ha ..

What was worse that I was on hold for 1 hour only to be told when I did get eventually through to someone that their systems were being "upgraded" and could I phone back in 2 hours !!! ...

I do agree that if they just told us the truth we couldn't get half as frustrated ...

bvarsani · 16-09-06, 11:47 PM

I see another person who is in the same boat as me. I also called up today to ask if Sky knew that my line was activated (which it has). They didn't have a clue neither did they know when it would happen. Even though I can access the internet, I am having problems with my router, it keeps hanging. Tech support told me they couldn't help as I was not offically been connected. Well the tech man kept telling me that I needed to change my Micro filters. Like thats going to help with a router hanging.

Then he insited that I turn my firewall off. I told him a million times over that I didn't have a firewall.

Then he kept on telling me to increase my cache file. At this point my anger was sending me to boiling point. 40 minutes later I gave up and told him to stop wasting his time.

Does anyone have a clue about the hanging router yet?

mrmojo · 17-09-06, 04:38 PM

bvarsani: Have you actually tried changing your microfilters? They could well be the cause. If your router is losing sync/low SNR.

As for the OP topic, it's beyond ridiculous. BT should not be allowed to let this happen.

plkrtn · 17-09-06, 07:10 PM

The idiot who went into the exchange on Friday unplugged me from the BT loop, but manage to disconnect my telephone line as well. 2 days later, they reconnect it and all of a sudden i'm on Sky Broadband!

I think Sky should make it clear to users that the problem lies with BT who are obviously dragging their feet to make Sky look bad.

SatDish · 17-09-06, 08:11 PM

we totally agree with you plkrtn sky should make some sort of announcement,

we can not understand why Sky would let its customers keep thinking it is all Sky Broadband's fault, after all it is Sky's reputation being damaged not BT's

and welcome to the site plkrtn

leffe · 17-09-06, 08:57 PM

Activation date was due on 14/9, and connection to old ISP was disabled at about 10am that day. Router would not connect, so I switched to Sky router. This connected, but kept getting Chap authentication errors. Left overnight & still nothing. Late Friday (15th), plugged in back my old router & it connected to my previous ISP again. Do you think BT reverted the change?
I had been switching routers all day but could not connect to either service. Had called Sky & they said that BT were running behind with the migrations. Will call on Monday, & even though it appears to be BT's fault, I will still ask SKY for compensation. If everyone does this, then it may prompt Sky to do something - either give us realistic activation dates or stop issuing Band codes, until BT can clear backlog.