Sky broadband cancelled my broadband without my knowledge. Please help 😡

beardedmagic

Hello everyone!
I'm hoping I can get some advice and/or guidance, as I'm in disbelief about this.

I woke up this morning to discover I had no wifi signal, did all the usual checks etc and still nothing. So I telephoned Sky (my current provider), and to my utter disbelief,  I was told my broadband had been cancelled!
Now - I called them on the 2nd of July to cancel my TV package as I could no longer afford it. At the time, I was asked if I wanted to cancel the broadband and I said no. Back in april they advised me a new contract for broadband only would be set up (18 month contract) and to not cancel the direct debit. My original contract ended naturally.  I have since been making these payments.

When I spoke to someone this morning, they confirmed my call on the 2nd of July but said another call was made to them THE SAME DAY requesting that the broadband contract was to be cancelled and the cancellation date would be the 14th of July (today). I never made this call. 

For clarification, the account is in my name, but it is for my ex wife's home broadband. It remained in my name because sky refused to alter the name on the account without cancelling it entirely and resetting it up. So it was just kept in my name to save the aggravation! My ex and I get on perfectly well!

The representative from sky today confirmed they listened to both calls made on the 2nd of July, and confirmed that no request was made to cancel the broadband in the first call, but in the second call, a man called, gave my ex wife's mobile number and email address, and asked for the cancellation. 

I have asked for a copy of the call, Sky tell me this will take up to 28 days! 

My ex wife is now without broadband and taking joint care of our daughter and sons with health issues, Sky have said they cannot undo the cancellation and the home number will be lost. As well as that, they will only be able to place a new order for sky broadband which could take weeks. 

Is it worth going to ofcom with this? 
Any advice would be massively appreciated.

bradders1983

Was the man in the 2nd call pretending to be you? And did he pass security as you?

In which case Sky have done nothing wrong.

beardedmagic

bradders1983 said:

Was the man in the 2nd call pretending to be you? And did he pass security as you?

In which case Sky have done nothing wrong.

Of course not. If that were the case I would have said and would not be complaining. 
No. Neither of us made that call.We have no idea who did. If it happened at all.

beardedmagic

bradders1983 said:

Was the man in the 2nd call pretending to be you? And did he pass security as you?

In which case Sky have done nothing wrong.

Correction. I don't know any details of this person. All they said was he passed security.  
Sorry I misread. 

bradders1983

Well my original comment still stands then. As far as they were concerned they were talking to you.

No idea why broadband connections are taking so long though. Maybe a mobile dongle thing as an interim stopgap measure could be used.

beardedmagic

bradders1983 said:

Well my original comment still stands then. As far as they were concerned they were talking to you.

No idea why broadband connections are taking so long though. Maybe a mobile dongle thing as an interim stopgap measure could be used.

So even though we didn't request the cancellation,  we're supposed to just accept that someone possibly fraudulently accessed the account and just get on with it? 

Fingers crossed for some more constructive advice.

bradders1983

Look at it from their point of view. Someone rings up and passes all security checks. Why would they not action a cancellation if that is what was asked for? 

I dont know what you expect OFCOM would be able to do.  As for constructive advice: well I gave you some about how to get a quick temporary internet connection. Sitting around waiting for 4 weeks to get a copy of a phone call wont solve anything in the short term.

Is your ex wife with a new fella? Cant imagine why anyone else would ring and pretend to be you, all very odd.

beardedmagic

bradders1983 said:

Look at it from their point of view. Someone rings up and passes all security checks. Why would they not action a cancellation if that is what was asked for? 

I dont know what you expect OFCOM would be able to do.  As for constructive advice: well I gave you some about how to get a quick temporary internet connection. Sitting around waiting for 4 weeks to get a copy of a phone call wont solve anything in the short term.

Is your ex wife with a new fella? Cant imagine why anyone else would ring and pretend to be you, all very odd.

I get what you're saying. A few points.
1. Neither of us requested the cancellation. 
2. Sky's cancellation policy states all cancellations have to be made in writing and that it will not take effect until at least 14 days gave passed. They cancelled it before that
3. They haven't confirmed anything in writing.
4. Surely ofcom can look into it once they hear that neither party made the phone call?
I will agree it's all very odd. 

tehone

beardedmagic said:

bradders1983 said:

Look at it from their point of view. Someone rings up and passes all security checks. Why would they not action a cancellation if that is what was asked for? 

I dont know what you expect OFCOM would be able to do.  As for constructive advice: well I gave you some about how to get a quick temporary internet connection. Sitting around waiting for 4 weeks to get a copy of a phone call wont solve anything in the short term.

Is your ex wife with a new fella? Cant imagine why anyone else would ring and pretend to be you, all very odd.

I get what you're saying. A few points.
1. Neither of us requested the cancellation. 
2. Sky's cancellation policy states all cancellations have to be made in writing and that it will not take effect until at least 14 days gave passed. They cancelled it before that
3. They haven't confirmed anything in writing.
4. Surely ofcom can look into it once they hear that neither party made the phone call?
I will agree it's all very odd. 

1) Someone who passed security requested the broadband cancellation. Not only that they passed security on the same day you requested TV cancellation. Some one looking at that would think that's not unreasonable
2) I read the T&C https://www.sky.com/shop/__PDF/Sky_Broadband_Talk_UK.pdf , I couldn't see the bit where it had to be in writing
3) See above
4) There is a complaints address / number in the linked document for Sky - try that first.
5) It seems unlikely that a random unknown to at least one of you person would randomly ring, have the appropriate security details to pass verification - are you sure a) you didn't have a change of heart yourself, and think I'll cancel it all and move it elsewhere and then forgot to do that or b) someone you know has a grudge and did this

JJ_Egan

More than likely a misunderstanding during the telephone call .

bradders1983

JJ_Egan said:

More than likely a misunderstanding during the telephone call .

No, Sky said the person on call #2 requested the cancellation.