Trying to join Sky phone and BB but computer says "no"...

jediknight49

My attempt to join Sky as a new customer.

My parents are currently with Virgin Media. There were previously customers of Sky from 1989 for over 20 years.

Having received an offer through the mail to come back to Sky at a discounted monthly cost, we decided to take up this offer and take the full TV, Sports, Phone & Broadband package. When processing my order, there was an issue when trying to obtain the phone and broadband service. The sales advisor informed me that our address and telephone number were not being located on Sky's database, even though we do have a BT line at the property, but it is inactive. Due to this, he was unable at that time of offer me phone and broadband.
He informed me that this was an on-going issue between Sky’s computer system and BT Open, and had been like this for over 12 months now. I was told that unless the system allowed him to access our phone details, then we would not be able to have that service with Sky. Even if he manually overrode the system, it would be refused further down the order process, so I would be back to square one again.
I was reluctantly told that I would have to keep my phone and broadband services with Virgin Media, but have my TV with Sky. This is not an option as far as I am concerned. I want to keep all my services with one provider.

I have written to the CEO Jeremy Darroch in the hope that the issue I have experienced is rectified as soon as possible. Surely it is in Sky’s interest to have a system in place that does not restrict or deny potential new customers from joining Sky's service?

Has anyone else had this issue?

harveybobbles

My mate works for Virgin an he finds it cheaper to have his phone and broadband with Virgin and the TV with Sky.

I know lots pf people whio just have SKY TV and phone/internet elsewhere.

retiredin2011

cheaper to have his phone and broadband with Virgin and the TV with Sky.

I agree with that, also I get (or will get) 20 mbs whereas with Sky all I would get was 512kbps broadband speed because of the distance I am from the exchange.

Buzby

He'll not work for Virgin Media then. Staff get the basic service FoC, so it would be very cost effective.

jediknight49

harveybobbles wrote: »

My mate works for Virgin an he finds it cheaper to have his phone and broadband with Virgin and the TV with Sky.

I know lots pf people whio just have SKY TV and phone/internet elsewhere.

Not an option for me based on the cost.

Sky offer was 6 months half price, so total package around £60 per month including the phone/BB (currently paying Virgin around £80).

However, Virgin want £33 pm just for BB and phone, so add that to the Sky price of £41 (excluding phone/BB) and I would be saving approx £6 pm, so not worth the hassle of me moving.:(

After the 6 months offer expired, I would call Sky to see what other offers they have, and as well, I would be getting rid of ESPN anyway, so another £10 saving. Sky are pretty good at offering reduced packages, where as with Virgin, they refuse to. I know becuase I have called several times in the last 18 months and it's a flat no! If you want cheaper prices, then leave is what i was told in one conversation I had with Virgin.

Regarding Sky, they have replied to my complaint and said the issue was being looked into, however, it's been a known issue for over 12 months, so i doubt it will be rectified any time soon.:mad:

harveybobbles

Do you actually NEED a phone line?

The reason we have just done away with ours is we both have unlimited calls within our mobile phone deals. Plus we never used the land line anyway, so seemed like a waste of the £14.50 liee rental.

We were paying just under £70 pm for SKY TV, BB and phone.

SKY was Entertainment Plus. HD. Both movies packs.
Upgraded to HD via TopCashBack and got £58. Then a further £28 caxh back for Movies seperatly.

I do agree that SKY will offer some sort of discount just for the sake of a phone call.

But when I last asked them I was offered £2.50 a month discount lol.

I have booked Virgin for middle of january - again via TopCashBack..

Just getting BB (think its upto 30meg) for £17.50 a month.

No phone line. No TV as we are going to use the sky dish to recieve FreeToViewFromSky or what ever its called.

See how we go for a few months.

jediknight49

Phone is needed as it is for my parents who are OAP's, so essential as they have no mobile.

macman

OP, the issue is with RM's database and OR. Not Sky's fault.
Contact the former to get your address corrected on the database.

chanz4

Do guarantee they will keep the number either, virgin dont like to let them go

jediknight49

macman wrote: »

OP, the issue is with RM's database and OR. Not Sky's fault.
Contact the former to get your address corrected on the database.

I have been at my current address for nearly 40 years. Why is the RM database incorrect? Never had problems in the past, and like i said, we use to have SKY previously until around 8 years ago.
They acknowledge the address exists, and even have our old Sky account number, Sky are saying no phoneline / number provided exists at my address. So that must be Openreach, but how do I get them to confirm the phoneline is there without paying £120 connection fee?

keith1950

They acknowledge the address exists, and even have our old Sky account number, Sky are saying no phoneline / number provided exists at my address. So that must be Openreach, but how do I get them to confirm the phoneline is there without paying £120 connection fee?

Hi, during the last year both my son and daughter signed up for sky and even though there were inactive BT lines at both houses they just clicked ' no phone ' and they both had new phone lines installed free of charge by sky as long as they were taking sky line rental.