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  • FIRST POST
    • bitofsaving
    • By bitofsaving 14th Oct 16, 1:27 PM
    • 8Posts
    • 3Thanks
    bitofsaving
    Sky fibre broadband - off to a poor start
    • #1
    • 14th Oct 16, 1:27 PM
    Sky fibre broadband - off to a poor start 14th Oct 16 at 1:27 PM
    I recently decided to switch to Sky fibre broadband (from TalkTalk ADSL), given the cash-back offer from Sky, and the upcoming price hikes from TalkTalk.

    So far, so bad! My line was supposed to go live on Wednesday. Instead, I find a leaflet at my door that my line could not be switched on because BT openreach needed access to my house, and to ring Sky to make another appointment.

    This is despite Sky explicitly stating no access to my house should be needed. I rang Sky the same evening (40min in the queue) to be told it was to late to make an appointment, the department wasn't working at that time, I'd get a call back early the next day.
    No call next morning, so I called again at 3pm. Same story, except this time the person on the other end did raise the appropriate issue in their system (that apparently hadn't happened the previous day), and I was promised a call back before the end of the day from the department that can offer me a new appointment (apparently, that department is not connected to the call centre).
    No callback.
    Today, I ring again (another day, another queue). This time I am being told my request is hanging in the technical department, and that the customer service representative from the previous day was entirely wrong to promise me a same-day call back, the technical department has a backlog of three working days, and I shouldn't expect a call back until Wednesday next week to finally make that appointment. No estimate of how long it will take between actually making an appointment, and getting one! So I'm looking at at least a week's delay until I can even make another appointment, let alone have my broadband connection working.

    Appalling customer service, is all I can say. Let's see if they can get it set up at all. I'm not sure the savings with be worth the hassle... I will definitely be asking to be refunded for the week(s) I didn't actually have any broadband service.
Page 1
    • Smodlet
    • By Smodlet 14th Oct 16, 1:50 PM
    • 1,804 Posts
    • 2,999 Thanks
    Smodlet
    • #2
    • 14th Oct 16, 1:50 PM
    • #2
    • 14th Oct 16, 1:50 PM
    Hi and welcome,

    I have never found Sky to be worth the hassle or the expense they are. If your service has yet to go live, has your contract even started yet? You surely must still be within the 14 day cooling off period. Is it worth trying to get a better deal out of Talk Talk/another provider, including fibre? I did it. My payment has actually gone down by nearly £6 a month compared to TT's pre-increase prices, just from asking nicely.

    If Sky can provide fibre to your home, can TT/someone else not do so? If you want to check if other providers have fibre presence in your local exchange, you could use samknows.com.

    You are certainly entitled to a refund for the period you were not receiving a service you paid for.

    Good luck.
    What is this life, if, sweet wordsmith, we have no time to take the pith?

    Every stew starts with the first onion.

    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • JJ Egan
    • By JJ Egan 14th Oct 16, 2:16 PM
    • 8,844 Posts
    • 3,577 Thanks
    JJ Egan
    • #3
    • 14th Oct 16, 2:16 PM
    • #3
    • 14th Oct 16, 2:16 PM
    Go to another provider then you will still be subject to the BT OR appointment .
    • kwikbreaks
    • By kwikbreaks 14th Oct 16, 3:51 PM
    • 8,307 Posts
    • 4,105 Thanks
    kwikbreaks
    • #4
    • 14th Oct 16, 3:51 PM
    • #4
    • 14th Oct 16, 3:51 PM
    Sounds like an initial goof by Sky by giving you the wrong information followed by terrible CS in getting you rebooked. Even when you do get a fresh booking it will almost certainly be the same as the BT OR normal lead time. I had a no-show and the rebooked time they gave was 10 days later. As I was moving from VM to Infinity I just called VM and stayed with them - I got a better deal too.

    If your TT service wasn't disconnected then calling them and staying will avoid a probably lengthy period with no internet.
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