Internet cancelled?

mighty_atom_2

To all, hello, long time reader, first time poster

Recently (feb 2014) I upgraded my sky package to include the sky+, after encoutering an initual issue, the rep managed to get the promised free box and installation sorted. Its all good at this stage and im just setting the scene.

Two weeks later the engineer arrives and installs my box, goodie goodie, now I can watch my sky+ stuff, hiwever the engineer asks how long I lived at my address, odd, but answered that I'd been here for 7 years now. He then mentioned that I was on system as a new mover. Thinking nothing more of it he left and all was fine.

About a week later I experienced less that aceptable internet speeds at home and made a few adjustments to my internet loads to test the water to no avail, I then called sky who after a lengthy conversation, asked me why I was cancelling my broadband, I mentioned I had not canccled at all and no intentions of doing so as upto now I have no isues with sky at all.

Upon further investigation into the issue the advisor I was speaking to found out that the rep who processed my sky+ box registered me as a new home mover to get the free installation and box thus making my internet go through intermittent load tests on the line.

The advisor asured me that my internet was not to be cancelled and the load tests would stop. Up until now there were no further issues.

Flash forward to today 04/04 I wake up, morning coffee prepped and computer on to face the challenges of video gaming and catching up on current events and my internet fails to connect. I have tried all at home remedies to no avail. So I called sky. Who are now telling me my broadband was canceled sometime in February and disconnected today.

At no time have I ever requested my internet be cancelled, at no time was I ever informed of this and now I am being told that my internet can be reconnected but in at least two weeks. Needless to say I am mighty disappointed. And am now in the process of making a a complaint to sky, added to the fact that dont appear to have a complaints dept.

Sorry for the length of the post, but to get the best adcice I thought to provide the full events.

Although ill expect a few TL; DR I hope for some positive advice. Thank you

ripplyuk

Two weeks to get your internet back up running! I would have thought they could do it quicker than that, especially when it's their mistake. I'd be keen to hear what happens with this and what response Sky give to your complaint.

mighty_atom_2

Just waiting on a supervisor to call me back. Im sure I can persuade a faster response. Updates will be in abundance trust me

Sparx

Hope you can make a 3rd post in 2014 when that 'supervisor' calls you back..

brewerdave

Sounds like Openreach have disconnected you physically from Sky's equipment in your telephone exchange -I'm surprised that they haven't ceased your phoneline as well -or do you pay phone rental to someone else?
The potential 2 week delay is due to lack of engineering resource within BT Openreach, who carry out all the work on lines/exchanges on behalf of all phone suppliers/ISPs.

mighty_atom_2

Well I got a call back from the same call centre operative I spoke to in the first case re iterating the same two week wait, at the very least and then started to push fibre optic broadband on me! I was incredulous, they first off hadnt even tried to placate the situation or resolve it and secondly they tried to sell me something. I demanded to speak to a supervisor or speak to their complaints dept, but was told they were not available until after 1000 am on 05/04 (today). I then approached from a different angle and sent a strongly worded email to their customer services account, the reply was less than satisfactory, it simply repeated my issue and they assured me that this matter would be used in the future to prevent it from happening. At no point have they tried to resolve my matter within a prompt time frame. At this stage sky are proving as useful as a chocolate teapot.

mighty_atom_2

brewerdave wrote: »

Sounds like Openreach have disconnected you physically from Sky's equipment in your telephone exchange -I'm surprised that they haven't ceased your phoneline as well -or do you pay phone rental to someone else?
The potential 2 week delay is due to lack of engineering resource within BT Openreach, who carry out all the work on lines/exchanges on behalf of all phone suppliers/ISPs.

Well sky have always supplied my BB and my tv, my phone line has been provided by BT due to at the time of me subscribing to sky, they couldnt feed a line to my address due to coverage.

No idea why bt would have to be involved in reconnecting my BB. Not criticising, I honestly dont know why bt would be involved as presently sky have not mentioned them at all.

Gordon_Hose

BT Openreach are the only company that can do work in the exchange. They connect (or disconnect) everyone's broadband.

prowla

mighty_atom wrote: »

Well sky have always supplied my BB and my tv, my phone line has been provided by BT due to at the time of me subscribing to sky, they couldnt feed a line to my address due to coverage.

No idea why bt would have to be involved in reconnecting my BB. Not criticising, I honestly dont know why bt would be involved as presently sky have not mentioned them at all.

Sky's BB runs over a BT phone line.