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Sky connection (or lack of it!)

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My mum's been in the process of migrating from Tiscali to Sky. She got a letter from Sky saying that the activation date was today (13th March 2007).

When I originally phoned to migrate (a week past Friday), Sky said that the welcome pack and router would be sent out within 3 - 5 days. To date, she haven't received anything.

She's just discovered that our existing broadband from Tiscali has been disconnected, but Sky isn't connected, so she phoned them up and they're saying that it is connected but it won't work without the "box" (I presume they mean the router) because it contains encryption codes. They're saying that it'll be probably a week before she receives the router.

Is there any way of getting this up and running without the Sky router? My brother is pretty annoyed because he uses his X-Box a lot and with no broadband, he can't use it (and he might go into withdrawals if he's without his X-box for a week!!!!) plus besides the lack of Xbox, they really can't do without a connection for a week.

Any help would be gratefully received.

Thanks,

Alison

Comments

  • vippymini
    vippymini Posts: 472 Forumite
    Alison556 wrote: »
    My mum's been in the process of migrating from Tiscali to Sky. She got a letter from Sky saying that the activation date was today (13th March 2007).

    When I originally phoned to migrate (a week past Friday), Sky said that the welcome pack and router would be sent out within 3 - 5 days. To date, she haven't received anything.

    She's just discovered that our existing broadband from Tiscali has been disconnected, but Sky isn't connected, so she phoned them up and they're saying that it is connected but it won't work without the "box" (I presume they mean the router) because it contains encryption codes. They're saying that it'll be probably a week before she receives the router.

    Is there any way of getting this up and running without the Sky router? My brother is pretty annoyed because he uses his X-Box a lot and with no broadband, he can't use it (and he might go into withdrawals if he's without his X-box for a week!!!!) plus besides the lack of Xbox, they really can't do without a connection for a week.

    Any help would be gratefully received.

    Thanks,

    Alison

    We had a very simlar problem a few weeks ago .Sky will not send a router box till they have a full conection on your line.

    if im right in thinking tiscali is a LLu provider and so is sky and for sky to get on the line tiscali have to be completly off it. If i was you i would give sky another call and see what is going on.

    once they had a connection on mine which was a saturday the router was here on the monday.

    And theres no way of getting round it!!! hope this helps
  • Alison556
    Alison556 Posts: 12 Forumite
    Thanks, I'll give them a phone again. When my mum spoke to them this morning, they said that the router should be with us by next Tuesday!!!! My brother nearly had a stroke when he found that out!

    I wouldn't mind so much but they assured me that it would be a seamless transfer with no loss of service - maybe there is no loss of service, but without the router how would we know?

    This just doesn't bode well for the future!!
  • penrhyn
    penrhyn Posts: 15,215 Forumite
    Part of the Furniture Combo Breaker
    Thats extremely bad service the router should have been supplied before you were migrated.
    I don't believe the excuse you were given.
    Use the freephone number 0800 051 2595 and give them a firm but polite rocket, and tell them you will be expecting to be reimbursed for the downtime and inconvenience.
    Also make sure you cancel your agreement with your previous ISP, it should be automatic but I know from experience that this does not always happen. You don't want to be paying for two ISP's when you are receiving no service from either.

    A good resource for Sky broadband can be found here

    http://www.skyuser.co.uk
    That gum you like is coming back in style.
  • Alison556
    Alison556 Posts: 12 Forumite
    Thank you. I'll phone them in the morning and give them a bit of grief.

    They're saying that they only got notification from BT today that the transfer could go ahead and that on the Connect package, the router isn't sent out till the transfer is made and that we were misinformed about a seamless transfer. However, between me and my mum, we spoke to 6 different people who all said that there would be no downtime. To be misinformed once is unfortunate, but 6 times.......................
  • vippymini
    vippymini Posts: 472 Forumite
    6 times you were lucky it took me 14 times to get them to work for me . i now cant use their email system....

    Bt can and do tell them within a hour but sky dont phone you to tell you this they send a letter that takes 5 days to get to you !
  • Dave_®f©
    Dave_®f© Posts: 228 Forumite
    Part of the Furniture
    Sky didn't send out my router until I was connected either. This resulted in four days without access until the sky router arrived. I also transfered from Tiscali to the connect package at £5 a month.

    Having said that; once the router arrived it was just a case of opening the box and plugging the router in and I was on again. And very happy with the speed and connection I am too!
  • Alison556
    Alison556 Posts: 12 Forumite
    It seems a bit daft giving you the connection but not sending out the router. Just hope it's all OK when it comes. As it was recently pointed out to me, our phone lines are ancient so that could have a big effect.

    I guess we're not too far from the exchange as the crow flies, so fingers crossed.
  • normanmark
    normanmark Posts: 4,156 Forumite
    Alison556 wrote: »
    I guess we're not too far from the exchange as the crow flies, so fingers crossed.

    Unfortunately exchange length is down by line not as the crow flies :)
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