Switch BT to Sky - no line and internet for 2 weeks

swift1_2

Hi,

Need some help.

Switching from BT to Sky, activation date was 12th, it switched ok that evening, next day both line and BB were dead.

Sky said still waiting for a order completion message from OpenReach, they will need to raise case with OR. Sky said it would take a number of days for message to come through.

I rang BT, they said it was stuck in pending and manually pushed it through!

I've been ringing Sky every day, and every day some excuse - there is an open exception on the line - openreach need to fix it.


On Sat 17th, Sky sent me a text saying your service is now active - was it ****, no dial tone and no smiley face on sky router.

Sky then said fault on line at the exchange, need to raise another case with OpenReach and someone with keys to the exchange - can take 3-5 days to resolve. OR decided to close case saying problem fixed - when it wasn't, now Sky, today, have re-opened case - now have to wait 3-5 days - way after Xmas and prob into New Year.

This is an absolute nightmare and causing immense issues for my family.

There seems to be no escalations dept within sky - you have to keep talking to the same team who just play the OpenReach card.

I am stuck! These service providers should not be able to hold people hostage like this.

I'm now paying for expensive mobile data so I can work from home and family can access internet.

I wish I had never switched!

What are my options?

Thanks for reading.

Hope you guys manage to have a good Xmas!

iniltous

I dare say some will be posting that it isn't a Sky 'problem' but Openreach's and any anger should be directed at OR, but Sky are your provider not OR, so its Sky you need to keep chasing, and Sky that should be chasing their supplier if that is where the problem is, but as Sky recently reduced service level agreement they have with OR to save them money, it means contractually OR don't have to respond as quickly to problems affecting Sky customers as other company's that pay for a better SLA, and not forgetting it's also possible that the problem isn't with OR at all but with Sky's own equipment, regardless of what Sky may tell you.
Unfortunately this isn't any help to you getting your problem solved and with it being Christmas it's probably going to take longer to resolve than at any other time of year,

[Deleted User]

swift1 wrote: »

Hi,

Need some help.

Switching from BT to Sky, activation date was 12th, it switched ok that evening, next day both line and BB were dead.

Sky said still waiting for a order completion message from OpenReach, they will need to raise case with OR. Sky said it would take a number of days for message to come through.

I rang BT, they said it was stuck in pending and manually pushed it through!

I've been ringing Sky every day, and every day some excuse - there is an open exception on the line - openreach need to fix it.


On Sat 17th, Sky sent me a text saying your service is now active - was it ****, no dial tone and no smiley face on sky router.

Sky then said fault on line at the exchange, need to raise another case with OpenReach and someone with keys to the exchange - can take 3-5 days to resolve. OR decided to close case saying problem fixed - when it wasn't, now Sky, today, have re-opened case - now have to wait 3-5 days - way after Xmas and prob into New Year.

This is an absolute nightmare and causing immense issues for my family.

There seems to be no escalations dept within sky - you have to keep talking to the same team who just play the OpenReach card.

I am stuck! These service providers should not be able to hold people hostage like this.

I'm now paying for expensive mobile data so I can work from home and family can access internet.

I wish I had never switched!

What are my options?

Thanks for reading.

Hope you guys manage to have a good Xmas!

Try http://forums.moneysavingexpert.com/showpost.php?p=71574132&postcount=5

swift1_2

The very next day - Sat 24th late afternoon, I'm in tesco and my phone rings - its Open Reach - said he will be round in the next 30mins! I couldn't believe my ears. I was expecting the worst - they wouldn't fix it till way after Xmas!

He was at the house before I got back, left some equipment plugged in and disappeared to the exchange. He came round an hour later, did some tests, I had my fingers crossed and praying - then he blurted 'g*d damn it!' - I thought oh no, he said there is a fault on the line. But you may have some service - turns out we had 6Mb down and 1Mb up - I was thrilled and phone line works. But the poor chap couldn't sign the job off as technically some fault on the line and this affects his stats.

But man alive - was the whole family pleased the internet was back. The times we live in, when the internet is down!

Christmas came early!
Thank you Santa!