Sky cancellation problem

dwsjarcmcd

My Sky contract ends on 26th May (TV, Broadband & Talk) and after failing to agree a new price, I gave them notice and everything is due to cancel on the 26th May.  I decided to give then another try via their chat on 4th May, and after declining another rubbish offer, I decided to proceed with the cancellation and they confirmed that everything would cancel on the 26th May.

Yesterday morning I woke up with no Broadband and on my Sky app, it stated that Sky did not provide my Broadband!  I called them and asked them to switch my BB back on.  They needed to investigate what happened and after about 4 hours waiting, Sky called me back and keeping a long story short, said the error was with Openreach, rather than them but more importantly, they could not switch the BB back on that day and indeed it would take 14 days for this to happen, so basically there was nothing they could do! I will have my new provider (Virgin) in place by then......hopefully.

So whilst a complaint has been made, my question is whether it's true that a Broadband service, switched off in error, cannot be reversed instantly/next day and you always need to wait 14 days for this to be reconnected?    

Ayr_Rage

Once a service is cancelled, whether intentionally or by mistake a new order has to be made to get the service back and that takes time.

dwsjarcmcd

Thanks, seems strange that there isn't a process available to reverse this in these circumstances but there it is.  

brewerdave

dwsjarcmcd said:

Thanks, seems strange that there isn't a process available to reverse this in these circumstances but there it is.  

The Openreach guy has done the work at the exchange so to reconnect would require a new order to be raised.
Its not unknown for Openreach to jump the gun like this ,which is why the general advice is not to cancel the service, whether switching to another ISP on the Openreach systems (let the new supplier handle the changeover)  or even if going to Virgin, because Virgin installs have sometimes been delayed by weeks beyond the expected date.