Sky told me I don't have broadband, when I do!

angel_islington

I rang up this morning to see if they could send me a new manual for my Sagem router because I've been having a few minor issues and would like to know what the colour coded LAN ports are for (no sarcastic answers please ) only to be told I don't have broadband, which is rather strange because I've been using it for the last week or so! I recently moved home so had the old account cancelled and a new account created, even got a letter stating the new connection date. On that date, plugged the router in and all was fine and dandy.

I kept getting told that I must be logged onto someone elses wireless network (which I am positive is not the case, I've still got the same wireless ID as before) or we are still using the account from the previous home owner, which is not possible because we are the only people to have ever lived at the property, its less than a year old but despite me telling them that they kept repeating the same line.

Just logged onto my online account, there is no broadband listed, so I'm rather confused! I have no interest in trying to get something for free, I just want to make sure all the correct information is up to date. Knowing how much of a royal pain in the proverbial Sky are to deal with, this might take some time

duchy

Speaking as one of those "Pains" you have such low regard for......

First step would be to check that the phone line is actually yours-easiest way is to call your mobile and check number display. Once you've confirmed it is YOUR number (Is it a BT or a Sky Talk line btw?) then call sky and ask them to check your line for "tags" This will show which internet provider has "ownership" of the line. Hopefully it will show up as no tag or Sky. Obviously if it shows up as another provider then unbeknown to you there was/is another provider on that phone line.

I'd also suggest you confirm it is your router connecting by connecting with an ethernet cable (which will over-ride any wireless connection you may be accessing) rather than a neighbour's wireless you are connecting to.

Weird things do happen in the exchange -but it is incredibly rare and I suspect you'll find that it's far more likely your BB needs re-ordering and you really don't have an active connection at the moment but the above steps should help you sort it out more quickly.

Oh and the Sagem manual is available on-line just google for it.

BTW was the old account actually cancelled? It's more usual to simply do an address change but if you did indeed cancel one account and set up another I wonder if the BB is still showing up on the "old" account.Did your account number change ? Was the letter with your connection date for everything or specifically for BB ? It's not usually the same day as BB is a seperate system to TV..

I actually like calls like this-I love a good mystery -Maybe I'll get your call LOL

angel_islington

duchy wrote: »

Speaking as one of those "Pains" you have such low regard for......

First step would be to check that the phone line is actually yours-easiest way is to call your mobile and check number display. Once you've confirmed it is YOUR number (Is it a BT or a Sky Talk line btw?) then call sky and ask them to check your line for "tags" This will show which internet provider has "ownership" of the line. Hopefully it will show up as no tag or Sky. Obviously if it shows up as another provider then unbeknown to you there was/is another provider on that phone line.

I'd also suggest you confirm it is your router connecting by connecting with an ethernet cable (which will over-ride any wireless connection you may be accessing) rather than a neighbour's wireless you are connecting to.

Weird things do happen in the exchange -but it is incredibly rare and I suspect you'll find that it's far more likely your BB needs re-ordering and you really don't have an active connection at the moment but the above steps should help you sort it out more quickly.

Oh and the Sagem manual is available on-line just google for it.

BTW was the old account actually cancelled? It's more usual to simply do an address change but if you did indeed cancel one account and set up another I wonder if the BB is still showing up on the "old" account.Did your account number change ?

I appreciate your advice, my comment about my customer experience so far with Sky (over many years) is not aimed at everyone who works for them, rather my specific experience on more than one occasion. Occasionally I have found members of Sky staff who are helpful and knowledgable. It's just rare.

The phone line is ours, we've already tried what you suggested. We only recently had the phone line put in and have a Sky Talk package. We also have a number of wired components into the router, all of which work. When my Macbook does a wireless network search, it does see at least one other Sky network (I live in an apartment block) but I connect to our router.

I did order a new broadband service for the new house and cancel the old one instead of just using the moving home 'service' as that would have meant a rather long winded 10 day cancellation, then another 14 days before the new one could be connected, meaning being without service. It's not exactly a seamless exercise. When I questioned whether there was a way we could have our service transferred with no downtime, the lack of interest was overpowering. So I decided to do it this way, which may have caused a problem.

mk-donald

Well I would say you've fulfilled your duties, but a lawyer might know better:
a) You ordered Sky's broadband & expected to pay for it
b) You got a home BB service = half way there
c) They claim you don't have it - you told them you do!
d) You carry on using the BB service you got that you asked for
e) If Sky ever ask for the BB sub then you have a responsibility to pay them
f) If Sky never ask for the BB sub then it's their look out as you've tried once and been rebuffed and you don't have a moral responsibility to try to overcome their obstruction

What you might want to do is to be sure the BB service you are using is
a) on your landline and
b) is a service from SKY - ie the IP# given to your modem is one allocated to SKY.

That way you can be sure you aren't taking a service from elsewhere or some other ISP with whom you have NO actual or attempted contractual relationship.

MKD

duchy

Not lack of interest-just physical impossibility-Time frame is demanded by certain processes at the telephone exchange (so a BT proviso that Sky have to follow).
It does sound like it is an active connection -and I'd feel much as mk does in your situation personally. Only downside I can see at this point is if you need any tech support it won't be forthcoming as "You don't have internet". Best solution would be to use the contact screen within My Sky rather than trying to convince an agent on the phones I suspect. If you don't get an experienced agent who will listen then I can see you getting locked into the "but you don't have BB loop".

only_mee

Use this test http://www.speedtest.net/ and post your result, as the provider on it

angel_islington

Better than I got at the old house for sure!

mk-donald

Well there you go - they did what you contracted for - ie gave your landline Sky broadband - and if some day they decide to charge you for it, then I guess you'll be a good guy!

One backup tip : next time there is a MSE/HotUKDeal to blag a mobile broadband USB dongle for next to nothing it might be worth blagging one as perhaps ONE day soon they'll notice your line DOES have the service that their system says DOES NOT and could disconnect it without notice, and it may take 5-10 days to get it back on - so ensure you have a backup plan if home Internet access is in anyway critical to you.

Meanwhile I'd enjoy the free ride if I was in your shoes based on them being so unhelpful/resistive when you fessed up.

Otherwise if you have the resilience to try again, and might want their technical support as raised above, and want to avoid their potential ad-hoc correction of service/no-service, you'll just have to try again and be more forceful

MKD

angel_islington

Just as an update, I sent them a letter on Monday, recorded and they have called me today, confirming they have made a system error and it will be rectified within five working days with no interruption to service. Fingers crossed that will be the case.

mk-donald

angel_islington wrote: »

Just as an update, I sent them a letter on Monday, recorded and they have called me today, confirming they have made a system error and it will be rectified within five working days with no interruption to service. Fingers crossed that will be the case.

Well there you - all almost solved (as in wait to see what DOES actually happen).

In an ideal world they would WAIVE any past charge because of your honesty & integrity in forcing them kicking and screaming to recognise you as a billable customer :cool:

MKD