Sky messed up my phone order, what can I do?

LeoC

I moved to a flat that didn't have a working phone line, so I signed up with Sky for phone + broadband as they had a good deal and didn't charge for installation of new lines.

An engineer came, installed the line, and all was working fine for 2 weeks.

Today my phone went dead and the broadband stopped working. I called Sky and they told me that the engineer had logged his visit as a "missed visit" and after 10 working days my order was cancelled because the visit wasn't rebooked (it wasn't needed, it was working fine!).

Now they want me to wait another 3 weeks for a new engineer to visit, even though my phone + broadband was working perfectly for 2 weeks, and the only reason it stopped working is because they pulled the plug somewhere from their side!

Since Sky messed up, I was wondering if I could go with a different provider at this point. I went to Plusnet's website and if I put my phone number, their website is not trying to charge me for a new line installation. However my line is dead at the moment (but I know that the wiring is all good, it was cancelled from Sky's side).

(Other websites I tried did say I needed to pay for a new line installation though, but not Plusnet's)

Would this work, or would I need to pay for a new line installation with Plusnet? Do you know? I don't want to go ahead with Plusnet and then later they decide to charge me for a new line installation...

Thanks

Leo

elphias

youll have to watch i had something similar with sky, we tried for almost three months to get a phone line and ours was just a change of supplier and when tried to change to someone else we couldnt because sky had a lock on the line so no one else could do anything with it. eventually after a lot of cursing we got a change to bt but even now my sky account shows my phone line is with them

macman

You'll be charged for a reconnection if the line has been disconnected-normally around £50 with Plusnet.
But you need to resolve your position with Sky first as you are still in contract-you need to give them the opportunity to remedy the fault. What have they offered you?

LeoC

They said it is all cancelled, no contracts or anything. They said I need to start again from scratch as a new customer... Also they won't charge me for the last two weeks as I was never an "active customer" of sky...

So to start again I need a new engineer's visit, minimum 3 weeks wait.

They also told me I am free to choose another provider, they didn't even try to insist to keep me as a client at all. They told me to consider the options available and call again if I am interesting in trying Sky again.

But when I put my old number (which now doesnt work any more) in Plustnet's website, it says no reconnection charge needed!

macman

If you have been disconnected then your old number is invalid, since it's no longer allocated to that line.

DVardysShadow

LeoC wrote: »

They said it is all cancelled, no contracts or anything. They said I need to start again from scratch as a new customer... Also they won't charge me for the last two weeks as I was never an "active customer" of sky...

Write them a letter recording that as your understanding and give them 7 days to advise you if that is wrong. Keep a copy.