Sky/ BT Phone line installation

xpinkladyx

Hi

I'm really hoping that someone here can help me, am getting sooooo frustrated!

Basically, moved into a new build house beginning of December. Signed up for a Sky Tv/Phone/Internet package for approx £30/month including Line Rental (which I believe Sky pay BT for?)

Just before christmas the sky box was installed and is working well, we are happy with it. We were told at that point that a phone line would be installed within 14 days.

Fast forward a few weeks, no sign of a phone line so contacted Sky, were told that we must pay £29 for installation of phoneline and this must be paid before they could order it from BT.

This is where the real problem is now, Sky were unable to take the payment for £29 apparently due to problems with a third party company which acts as go between for Sky and BT. For the last two weeks Sky have called us every day to try and take the payment but have been unable to do so.

Therefore well over a month after TV installed, still no sign of our phone line even being ordered so been without phone and broadband!

Has this happened to anyone else in NI? Any ideas what on earth we can do? Very reluctant to totally cancel with Sky as we live in an area that doesn't get freeview reception.

Thanks

englandsno7_2

Hate to be the bearer of bad news.... i moved into new-build in Nov 09. Took 3.5 MONTHS to get phone line in with Sky, was a nightmare from start to finish, only stuck with it because we don't have cable in my area (had been with Virgin for 10+ yrs and would have stayed with them). Took an age for the postcode to be registered first, so they couldn't process the order without it. Got the TV installed on a Saturday, on the Tues lost tv connection. Phoned to ask why and they told me i had failed to provide Direct Debit instructions so they had basically pulled the plug (despite the fact that i given the details over the phone). The letter asking for D/D details arrived later that day (it had taken 10days to get to me). I made 20 calls to Sky, was promised 14 times a manager/supervisor would call me back - no-one ever did. Broadband also took months. Complained in writing and when i didn't get a response i wrote to the Telecommunications Ombusman. Sky then offered me £25. I rejected that and agreed on a years free line rental (worth £132). Have been in the house a year in Nov past and 2 weeks ago i had to have the Sky+ box replaced. When i phoned to report it they told me i would have to pay for an Engineer to call as i had had the box for over 12months. I refused as the fault had been reported 3 months previously and obviously hadn't been rectified properly. Have been given a re-conditioned box (with a 90day warranty). In the meantime, i have had a cable connected to the Sky dish which runs into the kitchen (to a spare Sky box) and have Freesat, with more than enough channels to chose from. Am now tempted to cancel Sky altogether and do the same for the main tv. (you can buy a Freesat box from Tesco for around £40 if you don't have a spare Sky box). Don't know if i will be able to keep Sky phone line & broadband if i cancel the tv subscription. At £11 & £7.50 per month respectively, it will be hard to find a better deal for phone and broadband.

xpinkladyx

Oh dear, doesn't sound good!

Thanks for your reply though, I will start by putting my complaint in writing and take it from there...

Thankfully no problems with the tv box yet, fingers crossed!

dmxdave

They will probably contact you to say you are in breach of contract as your Sky box is not connected to a phone line