Sky - Anyone?!?

[showmethegin]

We booked an installation of TV and internet for our new house a few weeks ago which is meant to take place on Monday. We've now received a text saying it won't happen and they'll be in touch in a few weeks?!

I tried to call but they said they can only take calls from vulnerable people and/or key workers. So what the hell do we do now? On the app it says there will be no installations until June?!?

Given the circumstances, obviously TV is annoying but not essential (although isolation without Netflix or catch up is a nightmare!) but what am I meant to do without internet, I work full time from home and am studying part time with the open university. Help!

Genuinely have no idea what to do! Any suggestions?

Just a disclaimer, I understand in the grand scheme of things this is a first world problem!

Can you get mobile internet via 3?

Sorry I don’t know the answer to your actual issue, but I’m trying to get in touch with them too. Dp is a key worker so I’ll get him to ring them, but he won’t have chance for a couple of day’s. I have seen they’re replying to people on their Facebook? I’ve sent them a message and they haven’t replied, but If you comment on their status they seem to be replying.

Who supplied the broadband there before you moved in? Could they supply you? Failing that you can get really good mobile broadband that would be enough to tide you over.

Finally, can you message Sky? They may be able to provision the broadband remotely, have they sent you a hub yet?

Definitely need to investigate mobile internet; how does it work? Is it a dongle thing (can you tell I'm clueless about this stuff!

I BELIEVE the people before us were using Sky so I wanted to ask them if they just sent the hub could they not just hook it up remotely?

I'll definitely try on Facebook then, didn't think of that.

They were meant to send us a hub this week but haven't. Their website is useless

My sky hubs have always arrived in the post

Sky have changed my tv package for the next 12 months but I want to cancel sky tv when my current package ends in a few weeks. Same as you OP, I can’t speak to anyone. Have sent 2 emails and tried to call. I’m just going to cancel my direct debit and let them contact me. I don’t believe that key workers and vulnerable customers are all keeping Sky busy at the moment. If they don’t have the staff they should just say so. I did wonder if India’s lockdown was affecting them. I’m not sure how much they outsource.

I thought that @Innitogether I can't imagine all the amazing NHS staff and carers working 14 hour shifts are spending much time binging on Netflix! They must be short on staff, it's the only possibility surely?

It is so so so frustrating isn't it.

They responded to a message on Facebook just saying 'as advised from the message, we will be in touch as soon as we can'. Well that's helpful isn't it.

I was coming out of contract and they'd not messaged me to say so only realised when my bill suddenly shot up. That very same day I got an email with info about the new package they recommended and there was a phone number and I got through surprisingly quickly.

However this was 23 March and I think they've changed the rules since then. I've just realised last week that our supposedly super fast broadband Id upgraded to was running slowly but of course I can't get through to anyone to find out why.

Clearly this is a first world problem and I do still have broadband but I find their attitude really poor. The website doesn't offer any answers and we're still paying top whack for what is now an average service. If they can't service their customers, they need to automate things better so we can self serve or reduce the prices.

I’ve just tweeted them to let them know I’m cancelling my direct debit as I can’t get through to anyone. Will see if they contact me.

I should imagine if you've cancelled your DD they'll be in touch very quickly. Best thing to do, let them come to you.

It's not good enough.

No broadband company is taking any new orders atm. It can't be connected remotely it does require an engineer to work externally to connect you up. OpenReach are only working on priority cases, I:E Vulnerable people who have no phone service and no other forms of contact and will be at risk without. They are also working to keep the infrastructure going for the NHS etc
Unfortunately it will be the same if your broadband stops working, it won't be fixed for sometime, and yes India being in lockdown is also a big factor in this.

My company not Sky has been hammered by the offshore call centres going offline. They were taking around 50,000 calls a day for us previously.

Now our UK people are being expected to somehow handle all of this and work from home simultaneously. The company acknowledges this is impossible...but have frozen our pay and cancelled all bonuses for lower level staff. Senior staff have it written into their contracts so aren't affected!

If you aren't vulnerable, you'll be passed over sorry. Irrespective of the company, but keep trying. You might catch someone who is happy to help. Best of luck getting your broadband sorted. I'd be stuffed without access to ours as both my husband and I are working from home so hoping that nothing goes wrong while we're in lockdown.

As a previous poster said it won’t be sky, it’ll be openreach who will connect the lines. They work with pretty much all service providers. If they can’t do it (and it appears they’re only dealing with emergency cases right now) then there is nothing sky can do. At all. Other service providers will say the exact same thing.

Shitty situation, can you maybe look at getting a cheap sim only unlimited data deal and toggle your phone?