Ok, this is a long story to tell but please bear with me..
On 5th April 2007 ordered Skybroadband Max package 16mb, unlimited download at £10 per month as Sky TV customer.
18th April activated on 16mb.
21st May we informed Sky that we were moving home. Was advised they need to cease the service on the old line wait up to 10 days, then call them back and get then to re-activate at the new address. I phoned Sky 9 days later, was advised to call back tomorrow as the old line was still active.
Phoned on the 10th day was told yes the cease has gone through but can’t have 16mb LLU Max product as the exchange is now full. Could now only have the Connect package 8mb, 40gb limit @ £17 per month, a £7 increase for an inferior service. It appears they had sold my product to another customer in the meantime.
I was told to email sky customer services as they would very likely let me have the Connect product at £5 per month in lieu of them being unable to provide the service I originally signed up for. Asked them to re-activate on the connect product at £17 per month in the meantime so we at least had connectivity.
Numerous phone calls were made to Sky in the meantime telling me we can’t get Max product as there is no capacity and I cannot get the Connect product at £5pm.
10th June receive email stating:
“Sorry for the delay in replying to your message.
After investigation, I can confirm that your exchange now has space and you are able to get the full range of broadband services. I would request that you contact us at the number given below in order to place you on the correct package. “
Immediately telephoned Sky broadband customer services who tell me, yes there is now capacity at the exchange but I have to wait for the Connect package to be activated and we will be automatically upgraded to the Max package as part of Sky’s “Bulk Migration Process” I was assured “100%” that I would receive a letter within 10 days of my activation date, 12th June. 14 days later, no letter, no re-grade.
I then telephoned Sky on 5th July explained the situation again, spoke to an obnoxious Sky representative who informed me I cannot get 16mb at all because our line won’t support it. Apparently we are too far from the exchange. Now, we live in Birmingham City Centre on the MIDLAND exchange and we have only moved 50 yards from an apartment block next door and we are only 500 yards from the exchange, I can even see the BT exchange out of the window, it’s that close! I explained that I was on 16mb at the old address, 50 yards away, on the same exchange, same number, but he wasn’t having any of it. Our line won’t support it and that’s that.
Now, are Sky in breach of contract after all we did originally sign up for a 12 month contract for 16mb at £10. How do we stand legally, can we get out of this contract if they won’t give us what we signed up for?
HELP!
On 5th April 2007 ordered Skybroadband Max package 16mb, unlimited download at £10 per month as Sky TV customer.
18th April activated on 16mb.
21st May we informed Sky that we were moving home. Was advised they need to cease the service on the old line wait up to 10 days, then call them back and get then to re-activate at the new address. I phoned Sky 9 days later, was advised to call back tomorrow as the old line was still active.
Phoned on the 10th day was told yes the cease has gone through but can’t have 16mb LLU Max product as the exchange is now full. Could now only have the Connect package 8mb, 40gb limit @ £17 per month, a £7 increase for an inferior service. It appears they had sold my product to another customer in the meantime.
I was told to email sky customer services as they would very likely let me have the Connect product at £5 per month in lieu of them being unable to provide the service I originally signed up for. Asked them to re-activate on the connect product at £17 per month in the meantime so we at least had connectivity.
Numerous phone calls were made to Sky in the meantime telling me we can’t get Max product as there is no capacity and I cannot get the Connect product at £5pm.
10th June receive email stating:
“Sorry for the delay in replying to your message.
After investigation, I can confirm that your exchange now has space and you are able to get the full range of broadband services. I would request that you contact us at the number given below in order to place you on the correct package. “
Immediately telephoned Sky broadband customer services who tell me, yes there is now capacity at the exchange but I have to wait for the Connect package to be activated and we will be automatically upgraded to the Max package as part of Sky’s “Bulk Migration Process” I was assured “100%” that I would receive a letter within 10 days of my activation date, 12th June. 14 days later, no letter, no re-grade.
I then telephoned Sky on 5th July explained the situation again, spoke to an obnoxious Sky representative who informed me I cannot get 16mb at all because our line won’t support it. Apparently we are too far from the exchange. Now, we live in Birmingham City Centre on the MIDLAND exchange and we have only moved 50 yards from an apartment block next door and we are only 500 yards from the exchange, I can even see the BT exchange out of the window, it’s that close! I explained that I was on 16mb at the old address, 50 yards away, on the same exchange, same number, but he wasn’t having any of it. Our line won’t support it and that’s that.
Now, are Sky in breach of contract after all we did originally sign up for a 12 month contract for 16mb at £10. How do we stand legally, can we get out of this contract if they won’t give us what we signed up for?
HELP!























