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    Just Ordered Fibre But Received Strange E-mail?

    This is a discussion on Just Ordered Fibre But Received Strange E-mail? within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; Just been through the process of ordering Sky Fibre through the website and it all went through ok said yes ...

    1. #1
      simonmpoulton's Avatar
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      Just Ordered Fibre But Received Strange E-mail?

      Just been through the process of ordering Sky Fibre through the website and it all went through ok said yes it's available and took the £2.18 payment for router delivery. Then received an e-mail saying - order confirmation there are some details we need to confirm please call us on 0844.... and quote reference *** if you don't do this your order may be cancelled.

      So I phoned them up on the number given to be put through to the overseas call centre and gave them the reference number only to be told they couldn't find anything for that reference number and that I had better call the Customer service line! So phoned up customer services and got through to a nice chap in the broadband support team who spent quite some time trying to check this for me but couldn't check it as the fibre team goes home at 5! He then checked future bills but could not find any reference to fibre.

      Anyone had a similar experience? Is this just a bug with Sky's e-mail system and the order has actually gone through ok but not updated on the system yet? Does anyone know the Fibre team opening hours on the weekend?

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    3. #2
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      Re: Just Ordered Fibre But Received Strange E-mail?

      I think the Fibre team are only in during weekdays. Speaking to anyone else is probably pointless and will just wind you up.

      Chances are something has gone wrong, and needs sorting / verifying by the fibre team.
      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

    4. #3
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      Re: Just Ordered Fibre But Received Strange E-mail?

      whoever told you the sky fibre team shuts at 5 is a total liar! they actually do shut shop for the day at 9pm everyday during the week...

      about the weekend, I dont think the sky fibre team work during the weekend, im not sure tho...

    5. #4
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      Re: Just Ordered Fibre But Received Strange E-mail?

      Yeah they work on the weekend.

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      Re: Just Ordered Fibre But Received Strange E-mail?

      Quote Originally Posted by jdsimp1234 View Post
      whoever told you the sky fibre team shuts at 5 is a total liar!...
      I wouldn't use as strong a statement as that. There is a huge amount of mis-information regarding Sky's Fibre products at the moment. A lot of people within Sky have not been privy to the full information and this leads to many of them repeating wrongs facts just to keep the customers happy.

      I would suggest a simple call back today. It may be a simple issue that the systems hadn't passed the notification through quickly enough for the reference number to be found.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

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      Re: Just Ordered Fibre But Received Strange E-mail?

      I had exactly the same email, I rang them up straight away to see what the problem was and like you they had no record of my Fibre order. I was told by the Sky advisor to re submit my order. I questioned the fact that I had an order reference number and that I had another email confirming my order however the guy was adamant that I hadnít ordered it. Anyway, I ended up putting the phone down on him, left it for about 3 hours and phoned them again. This time I got a very helpful lady that found my order straight away, she done what ever she needed to do to proceed with the order and that was that. The rest of the order and installation process was faultless. I questioned her about the other guy I spoke to and she was surprised he couldnít find the order. Iím guessing it didnít show up on there system for a few hours.

      So my advice would be maybe wait until Monday morning and give them another call.

      Hope you get it sorted!!

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      Re: Just Ordered Fibre But Received Strange E-mail?

      I had a similar problem earlier this week when upgrading to Sky+ HD online. It all went through, got a reference number and I thought that was that.

      I then received an email saying to give them a call on the 08442 number and quote my reference number because "if you don't do this your order may be cancelled."

      Spoke to an overseas agent and it was sorted there and then. I asked why I needed to call and she said that the order hadn't gone through properly.

      Must be a glitch in the whole Sky online ordering system.

    9. #8
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      Re: Just Ordered Fibre But Received Strange E-mail?

      yea, sky and their glitches...delibrate glitches more like it...

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      Re: Just Ordered Fibre But Received Strange E-mail?

      Quote Originally Posted by jdsimp1234 View Post
      yea, sky and their glitches...delibrate glitches more like it...
      Yeh - Sky go out of their way to mess people around, pretty sure the web designer gets a brief off top brass, 'We want you to mess the website up intentionally, and mess as many people around as possible'

      /sarcasm mode off

      Glitches are glitches, I can name at least about another 100 companies that have made an error at some point in my lifetime. BT are a very good example.

      Sky do make errors, they do make tonnes of mistakes, but one thing I would say, they are definitely not deliberate.
      jdsimp1234 and Mattyjkuk like this.
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    11. #10
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      Re: Just Ordered Fibre But Received Strange E-mail?

      If people have a Sky phone package do they have to pay for calling the 08442 number?

      Deliberate glitches could make sense...

     

     
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