Help ... please !! sky broadband

[TheScrapMonster]

My mum has moved back to the U.K. after living overseas for years after the death of my dad . Rented a little house for her while we build a granny annexe.
Ordered Sky broadband and TV for her in May to be installed on the day she moved 19th of June they assured me installation all going ahead .
No broadband has been installed , I have spend hours and hours of my life on the phone to them, the team who apparently deals with this won’t speak to callers so I get lovely yet helpless cal centre handlers which I’m ashamed to say I got really angry at on Saturday . Supposed to be an update with a date for installation today ....Lo and behold the same old sorry it’s delayed message we will get back to you next week .
I’m getting absolutely no where , I’m a nurse , I’m knackered after working flat out through corona peak I have lost my dad and feel like I have failed my mum who is shielding as she is over 70 and relies on her internet .

Sky don’t seem to give a monkeys piss despite my spending over £90 a month with them for years from my account .

What in gods name do I do . I will be here at Xmas at this rate , I can’t face phoning them yet again to be given the same old shite they give me every time topped off with oh we are so sorry .

Ps apologies for typos and before anyone asks who’s has been in the U.K. since just before lockdown but needed her own house and space and too start finding her way round the area hence we rented her a house in the town which she can wander round when she comes out of shielding ( understandably )

I have dealt with Sky twice over the weekend, and the calls were answered fairly quickly. One was for my elderly Aunt, and despite the fact they moved me from dept. to dept., they did sort things out in the end.

I understand about getting cross though - I did with Waitrose when their system failed, which meant I couldn't do my online amendments in time for the delivery!

Have you tried tweeting them? I find I tend to get a better response from that (not with Sky in particular), although often they change the conversation to DM - which is fine as long as they're doing something!

Sorry you're having to deal with this as such a difficult time for you - particularly with the loss of your Dad.

Have tried Twitter after I lost the plot on Saturday . I got a private message back giving me the call centres number !!
I have begged for someone to take control of this , they call centre staff and lovely and very polite and apologetic ( which makes it even worse I shouted at one poor man )
But they ring the mystical " account recovery team " who will not speak to me directly then say oh you will get an update on X date .... which then comes and I get a message saying sorry your order is delayed we will
Update you on x date .
And it goes on.

Do they know she is shielding and over 70? She should be a priority customer.

I've just moved house and had my TV and broadband installed within a week, I was told that there is a big backlog of customers though and that I was lucky to get it done so quick as someone had cancelled. But your mum should be priority.

Yes they know the situation I have cried I have begged I have told them the situation several times . I have been trying to call them in between seeing patients and explained how difficult this is for me . I get the above apology the team that won't speak to me blames someone who put the order though wrongly in the first place , then they blame open reach . Then I get the wait 5 days .

They have been charged £10 broadband activation fee and for the router they have not yet even sent out yet

Cancel everything you have with them and go with bt or plusnet is my advice. Their customer service is non existent unless you threaten to leave despite the near constant customer surveys, I finally got through to them via web chat in the end and it took hours to cancel.

I've never experienced anything like it. They still overcharged me on the final bill and are holding it as a credit. At some point I'll no doubt need to battle to get that back.

we've finally got decent broadband after years of overpriced snail paced broadband from sky. Never ever again.

Is there a reason you are sticking with Sky broadband? You don't have to have it even if your TV is Sky. BT own Openreach so they will sort it out quicker. I would cancel and go elsewhere.

I wasn’t sure that I could cancel now without a load of hassle as I’m in a contract with them for tv and broadband , also and am not sure I’m correct here that once an order is on a line it’s a load if hag to take it off again ? I suppose I’m just living in hope they do something .... , I have just renewed my contract with them for my broadband and tv too
I’m stuck with paying the useless arses £90 a
Month for the next 18 months which leaves a nasty taste in my mouth .
A work colleague suggested a complaint to a regulator ... but I’m not sure “mum hasn’t got her broadband “Falls into their remit .

Your not in a contract, as you haven’t got any equipment!!
Just call them and say you want to cancel

Is she having sky tv or just broadband?
If it’s just broadband go with Bt
As when anything goes wrong there call centre is in uk

The tv has been installed on the 19th of June though and the deal was to take both for £36 a month , also got free installation of the Sky TV because of taking out both together .
I'm not sure where i stand now if I cancel the internet if the tv reverts to standard price plus liable for £100 install charge . I need to pick through the contact they emailed me tomorrow .
Although they seem to be making it up as they go along as they are supposed to pay £25 for engineer not arriving plus £5 per day when without service.... that's not applicable any more and they are not paying any compensation to me because of Covid

Why don't you go via the TV call centre - tell the Sky TV section you are cancelling the whole contract because the broadband included in the deal has not materialised. IME the TV cancellation folk are pretty switched on. I would second BT for internet - not because they are particularly cheap or great but because they seem to be the only people who come out if there is a fault.