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My SKY experience so far........

And this is a shortened version..........

Having had a bad broadband experience with the V21/BISCIT, Netservices, EzeeDSL fiasco I was allowed to migrate away before my 12 month contract with EzeeDSL was up. I was given a MAC and I duly signed up and supplied this to SKY. I should mention that the start of this process was the16th February. Several days went by and on ringing SKY to find out what was happening I was told that BT rejected the MAC and was requested to get another MAC from EzeeDSL. I was given a 2nd MAC by EzeeDSL which I again supplied to SKY. This one was finally accepted.

Eventually I got a letter to say that my activation date would be Monday 12th March but the letter also said that it could take a further 3 days to activate if it didn’t happen on the 12th.

On Monday the 12th March during the afternoon I noticed that the internet light on my Linksys router went from green to red, so I had no connection to the internet now at all. I thought this was because BT were switching me over to SKY and so I installed the Netgear router SKY sent me. But, having done this I still had no connection. I rang SKY who told me they couldn’t do anything for a further 3 days and just referred me to their letter which said the same thing. Needless to say I wasn’t happy with this and I just knew there was a problem (gut feeling, femail intuition whatever) but I kept being told that they couldn’t contact BT to ask them to investigate, they had to wait the 3 days. I rang each day to complain and try to get them to do something but I was just fobbed off with stories like, ‘there’s a backlog on the line’ and ‘the signal is stuck somewhere’. Anyway, on the Friday, 16th March I spoke to SKY again and told them I still wasn’t connected. They then got BT involved. SKY got back to me and gave me the following reason why I wasn’t activated.

I'm sorry to learn of the difficulties you have been experiencing with our broadband service.
After looking into this for you i see that your line is still in progress can you please contact our provisioning department regarding this issue on 08705 515515 options 1 then 1 then 3.
If you continue to experience technical difficulties, please reply to this email or call us on 08705 515 515. Lines are open 24 hours a day.

Then something strange happened on the Friday (16th March), I suddenly noticed that the internet light on the Netgear router was green and so I tried to connect. Hey presto, it worked!!! The speed was also good. I checked out my IP details via IP-ADDRESS.COM and it told me that I’d switched from mailbox networks to easynet. This all looked good and thought my problems were over. This lasted for about ½ hour and then my internet connection went as suddenly as it worked!!!!!! I rang SKY to find out what the heck was going on only to be told that BT had discovered a problem and it was going to take up to 3 weeks to resolve. Needless to say I was frustrated, angry and upset at this whole sorry business.

I then got a further email from SKY SUPPORT, see below.
I'm sorry to learn of the difficulties you have been experiencing with our broadband service.

I have accessed your account and investigated your case further. Your Broadband order status is still sitting at "Awaiting Provision", this is due to engineers discovering that there was Faulty Tie Pairs at your local exchange. This was reported on the 15th of March and has been added to a request sheet to have the equipment within your exchange replaced. Once this has been completed you will then be able to connect.
Although you are connected to faulty equipment you may experience brief periods of connectivity. However this will be very unstable and intermittent.
If you require any further information then please do not hesitate to contact our Provisioning Department on 08705 515 515 and select option 1 and then option 1

Last night, Wednesday 21st, I received an SMS to say that my SKY broadband was activated. Hurrah, I thought, so I tried to connect, guess what? Wouldn’t work, I could not get a connection to the internet. Here we go again I thought.
I contacted SKY support who told me to reset the router, and if it still didn’t work then to test the master socket bla la bla…… Tried all that, and still no connection. I know there is not a problem with my master socket as it worked fine with my previous provider and I did have that ½ session connected to easynet/SKY where it worked fine. I’ve contacted SKY support with this info but haven’t heard back from them.
In desperation I’ve tried something else, I’ve re-connected my Linksys router back and you’ll never guess……………yup, I’ve connected to the internet. I’ve checked my IP address via IP-ADDRESS.COM and it tells me that I’m connected to Mailbox (my old provider). What is going on!!!!!??????? Does this mean that BT haven’t migrated me properly or what??!! I am at my wits end and boy am I regretting that I chose SKY for my new broadband connection, or do you think that BT have messed up here???
Sorry to go on and on, just felt the need to get all this of my chest. I am so fed up!!!!!!!!
 
You could have used your old provider all along BT will not disconnect you from them if there is a problem with your new connectioin. They only drop the old providers tag once they know you are working alright on your new suppliers network.
 
sounds like a failed LLU migration to me and it will be in the hands of openreach, if you can tell me what exchange your on i can give u more info on what is going on.
 
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Hi, I am on the Crayford Kent exchange.

Thanks for your help.

Hi Kits, yes, I thought I could use my old provider until I had migrated successfully. But on the 12th March (my SKY activation date, my LINKSYS router internet light just went red and I couldn't connect at all to the internet), I believe BT actually cut my internet connection but can't prove it obviously. Then an SMS from SKY last night informed me that BT had resolved the problem regarding my SKY broadband activation but my SKY router would not connect. That's when I re-connected my LINKSYS and found I was back with EzeeDSL. Whatever has happened I think BT might be the cause of the problem. Hopefully I'll be able to get to the bottom of this asap.

Thanks both for your posts. Appreciate your help and advice.
 
I guess anything is possible. I've just spent 45 minutes on the phone to SKY only to be told that this matter is to be passed a their tier 3 tech support. I've been told they will get back to me in 3 to 5 days, god help me!!!!!!

After the experience with Biscit/Netservices/EzeeDSL this is the icing on the cake!!!!!
 
Both the suppliers you are with have the exchange unbundled so its openreach that are doing the work, what i think has happened is your migration went through on the ISP's systems also some openreach systems and through the faults process you was moved onto the right provider, however the one system that controls it all hasnt recognised your move and openreach have had to move you back for legal reasons and the EOI system, now your connection will be stuck in the migrations team in BT openreach till the systems records are all sorted out.
 
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Thank you so much for the information.

I should be thankful at least I have an internet connection back. Whatever BT did on the activation date, 12th March, I haven't had a connection to the internet since then until it's return today.
 
Getting Sky 16mb

I also have had trouble getting Sky Max. It goes like this:

I signed up, provided them with my mac code etc.

After 2 weeks, I heard nothing so called them.
Customer service advisor said, "You should have had a letter? you'll be with us by the 19th/03/07, and your modem will arrive by friday 16th.

Great, or so I thought.

Come the friday, no modem?

Called them.
I was passed to 3 different advisors, until 3rd advisros says, "no you are not down to come over to us. I dont know why you where advised that?, there has been a problem."

"We have your order, but it's stuck", we have taken the order, however we have not started the migration process yet", there is a problem and it could take 2-3 weeks!"

Fearing the worse, and reading other forums, I requested they dont even start the migration and cancel the order as this does not provide me with much faith in them.

The advisor says. "your order has been cancelled. I can only apologise for the confusion and past advice. Please try again."

So just last night I called them. It took ages to get through. Eventualy I spoke to a guy and explained the situation thus far, and requested if the problems they had, have been sorted out and was my exchange ok now, here was my reply.

"You will have your Modem around tuesday or wednesday, and the migration will be complete by the end of the week"

Me: "I did not ask to order again I asked if the problems you had have been overcome first"

Advisor: " I have not ordered it again, you will be with us very soon for your very fast broadband"

The conversation continued this way for a while, as I tried to explain to him, "we have our wires crossed here", you not understanding my request?"

Eventualy I just gave in and said, "so to summarise, your saying you can migrate me within the next 7 days and you are sending the modem monday?"

Advisor: "No, It's stuck, I cant do it"

me: "Do what?"

Advisor: "You need customer service, I cant do it", I'm transfering you now, goodbye". At this point he hung up on me:mad:

I had to call again and go through the same episode, however this time I eventualy spoke to a nice scots guy who seemed to have a bit more of a clue. He put me on hold for a very long time, however I did not mind as I thought I was getting somewhere, but this was his explanation -

"Your original order got stuck in our system, so we cancelled it, but our system thinks you are already with us? so we cant order it again or release the original order. I have tried but I cant find a work around, I have tried everything, I'm realy sorry about this, but I just cant help you"

He then gave me another number and requested I try them.

I said, I hope your system does not try to bill me:eek:

Advisor: "No, the system thinks your with us, but your not! I cant figure a way out of it, Try the other number, they may be able to help. I'm sorry about this".:shrug:

What a fiasco.

Well it seems that Sky 16mb is good 'if you can get it, if you do, it's good if you can get it to work'.

Think I'll wait until Be hits my exchange in September.

Sky has cost me a fortune in calls:mad:
 
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Like I've said before if everything goes to plan you'll have no problems. But unfortunately when things do go wrong they go wrong big style, as we've seen above.

Really sorry to hear about the problems you're both having, just hope everything gets sorted asap.
 
I'm thinking about trying Sky next, I'm not worried about the qualtity of Sky's support, having already experienced the worst AOL's customer services has to offer!

Stuck orders seems to be common problem, apparently one Sky agent found a simple solution :- http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=sky&Number=2946660

Oh forget that, I see the thread has been updated since I first read it!

http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=sky&Number=2948842&page=0&view=&sb=&o=

"ORDER REJECTED for a 7TH TIME" :eek:
 
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Getting Sky

I read the post. Seems you have to get BT to cease the original order or orders. The Sky system marks them as duplicate orders and cancels them. If your original order fails, it seems to just sit on the sky system doing nothing?. Apart from stopping any other orders going through.

I signed on to the BT portal and it shows a cease of IP stream and start of LLU, and shows as completed?. Although obviously it' not completed as they cancelled it and I'm still with my Adsl Max provider.
I called BT who advised me to call sky to sort it out. I'm on hold right now again, while they escalate it again!

:shrug:
 
Getting Sky

Yes, my order does show "PROVIDE LLU LINE SHARE PSTN"

I just got off the phone to them after another 45 mins!

I was told that my order has been escaleted to thier provisioning managers.

They said that the original problem on the line has now been sorted with BT.

She advised me that I will go live on the 3rd May. And to just link up the equipment I have received.

I reminded her that I have not received any equipment?:eek:

She said, "Oh, I see, We have not sent it. In that case we will send your equipment out this time and you will receive it within a few days or at least three days before you go live with us"

All I can do is see what happens next:shrug:
 
Hi All,

If anyone has any trubble with Sky Techincal Support i have found a normal telephone number for them

The following number is for 3rd Line Technical Support, and they really do know what they are on about

0207 0326352
 
Hi Darwin T,

Thanks for the phone number. I've been waiting on a call back from 3rd Line Tech Support (was supposed to get a callback within 3 to 5 days, today is the 5th day). If they don't ring back today then I'll use that number.
 
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Still no call back from Tier 3. And a little while ago my internet access has been cut off and my telephone is not working.
If BT are doing something on my line in connection with SKY Broadband then why the frak don't they have to courtesy to tell me beforehand!!!????

A kind neighbour is currently letting me use their broadband access.
 
BT dont know whos like they are doing all they get are cable referances int he exchange and dont see which ISP it is for or what phone number it is effecting.
 
getting Sky

Just to keep you updated.

I had a call from sky advising me that I would be going live on the 5th april. It did'nt happen, but they said there was a delay in activation at my exchange.

My 8mg line is paid up to the 27th and still working fine, until 6:30ish this evening! Then my phone went dead. I did a BT line check! Came back fine, checked phone fine, back to normal, but BT router started flashing then showed eathernet green, adsl green, internet light - out!

So I switched over to the SKY Netgear router and BINGO!
Signed into the sky portal, no problems, email working, surfing and downloading nice and fast! Disabled UPND and the wireless as not needed(apparantly faster and better just through eathernet).

Yipee:D

All systems go! so far, so good.

Loving it.
:drool:
 
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