Sky messed up house move - how to contact BT Openreach

lordreid

Hi

We moved at the end of May. We wanted to take our Sky broadband with us and were advised to cancel the broadband at our old house and re-order on our move in date.

We did and get cancellation letter and MAC code at old property.

We rang on move in day and were told we needn't have done that and that our broadband could be activated again immediately. It wasn't. We rang again and were told this was wrong and that this re-activation would be cancelled and a new order placed. We were told our broadband should come on last week.

I rang last week to check because we had not received a letter confirmign this as promised. I was told the broadband had been cancelled.

To cut a long story short, after writing to the CEO and spending ALOT of time on the phone, I was eventually told it had been activated.

It hadn't.

I was then told that there was possibly another ISP provider on the line and it needed 'clearing'.

I was then told that Sky had cancelled the broadband and that was what needed clearing.

I am now being told it is another ISP provider and this has been confirmed by BT Openreach although they won't say who.

I'm told that despite moving on 27th May, my broadband won't be on until 9th July.

I'm just getting tired of being lied to. How can I access information about my own telephone line if BT Openreach don't talk to customer's directly and won't provide information to the ISP about who is blocking the line - claiming data protection!

iniltous

I believe its BT Wholesale that deal with 'tags' on the line but being able to speak to BTW or BT Openreach wouldnt help you, if the property you have moved into had a broadband connection and the previous occupant didnt advise their ISP that they were leaving, then even if you knew who that ISP was, it wouldnt get you anywhere, all BT could do was tell you which ISP was connected to the line, and calling that ISP , as you are not the account holder, would be pointless, (data protection etc..) SP's are not going to cancel services unless the account holder calls and asks ,
Thats why its the ISP you want to use that should do the leg work for you, when you order from the ISP of your choice, that ISP are advised of the 'tag' on the line (by BT) and your ISP should resolve the problem (in conjuction with BTW), if your ISP has said to you 'tag on the line, your problem'...then pick another ISP that knows how to solve a very common problem,using the correct process
You ask why Openreach dont talk to customers directly, they do, but you are not an OR customer, its your ISP that is a customer of OR, you are a customer of your ISP , you speak to your ISP they speak to OR,

lordreid

Thanks. I see what you mean but the reality is that I am the end point consumer, reliant on the ISP to tell me what is happening with my line.

Sky have basically f***ed up my order and put this tag on the line themselves. Ofcom advice suggests that consumers have a right to know who the existing or previous ISP is that placed the tag because they can write and ask for it to be removed