Sky £5.35 deal cancelled by Openreach with no explanation

Stv67

Hi

I was one of the lucky 14,000 who managed to get one of the voucher codes for Sky phone and broadband for just over a fiver (so you may not have much sympathy for me if you didn't managed to get one - sorry!).

I Got my link to place an order this morning and all seemed to go well - even got a welcome email from Sky together with an order confirmation.

Then, out of the blue, got a text message to say my order had been cancelled. Followed by an email suggesting I'd changed my mind. I hadn't (why would I - it was a cracking deal?).

I called Sky, who were very friendly and understanding, but they found out that BT Openreach had cancelled my order - possibly by mistake - but had failed to give a reason why.

Sky knew nothing about the MSE-bagged offer and couldn't put through another order on the same terms. I tried to do it online again but, of course, the system thinks I have already used up my voucher code and is unaware that the order got cancelled.

Anybody else have a similar problem? Or any other problems? I know somebody else who has applied and got a code but is still waiting for their link to place an order.

duchy

OpenReach wouldn't be able to see what you paid. Your case needs to be passed to order recovery. I'd call back in and ask to speak to that department (often difficult) or speak to provisioning and ask them to arrange for order recovory to look into it for you.

teddysmum

Stv67 wrote: »

Hi

I was one of the lucky 14,000 who managed to get one of the voucher codes for Sky phone and broadband for just over a fiver (so you may not have much sympathy for me if you didn't managed to get one - sorry!).

I Got my link to place an order this morning and all seemed to go well - even got a welcome email from Sky together with an order confirmation.

Then, out of the blue, got a text message to say my order had been cancelled. Followed by an email suggesting I'd changed my mind. I hadn't (why would I - it was a cracking deal?).

I called Sky, who were very friendly and understanding, but they found out that BT Openreach had cancelled my order - possibly by mistake - but had failed to give a reason why.

Sky knew nothing about the MSE-bagged offer and couldn't put through another order on the same terms. I tried to do it online again but, of course, the system thinks I have already used up my voucher code and is unaware that the order got cancelled.

Anybody else have a similar problem? Or any other problems? I know somebody else who has applied and got a code but is still waiting for their link to place an order.

Do you by any chance already have Sky tv , as homes already having this are excluded from the offer ?


In this case Sky would have cancelled the offer and the call centre person wrongly blamed Openreach .

Stv67

Hi Teddysmum - No, I've not got sky anything. New customer, just about to move into the property. The only thing I can think of is that the current residents or their service provider cancelled the order (as maybe they haven't been informed the current tenants are moving out today).

Thanks Duchy - I'll persevere with Sky. I emailed the MSE team too (vouchers section) but haven't heard back from them yet.