Am I getting the run around from Sky Broadband?

mitsuko045

I feel like I'm getting the run around from Sky and a lot of conflicting information.

So just over three weeks ago I moved into a new house, it's out in the sticks a bit so we decided on sky for our TV and broadband as they are the best value AND the previous tenants used sky, the set up for TV was super quick and painless but it's getting the broadband that's the headache.

So first off Guy#1 told me that the line had to be tested to see if it would work with their broadband and I'd be contacted the next day with the results.
Two days later no one contacted me.

I rang them back and got onto very helpful Guy#2 who told me the test had come back failed, he could do another test but the problem was that most likely the line wasn't showing on their system because it can take up to a month for lines to reappear on their system after somethings been cancelled. He said he'd run another test and in the meantime talk to one of their engineers and figure out what the situation was.

In the meantime Guy#1 eventually called me back and told me that they won't be able to give us broadband because the line isn't fast enough to carry sky broadband therefore they won't offer it to us. When I pointed out that the previous tenants had sky he was stumped and couldn't answer anymore questions.

Guy#2 called back after a few days and explained to me that when a service gets cancelled or transferred the line goes back to Eircom for them to release it and when it is released it takes time for the line to show on their system so if I tried again in 3weeks I should be able to set it up.

3weeks later and it's time to set up this Internet so I call sky and get Girl#1 who I explain to our previous problems. She straight up tells me that she can't set it up the previous tests came back failed. When I pointed out those tests were done a month ago and that guy#2 said a test done at a later time would give a definitive answer she told me she wouldn't do that because the tests that were done already came back failed!

Then she told me that they were probably just unable to locate the house because it's a non unique address with no house name or number. When I pointed out we DO have a house name she still told me our address was non unique. I offered the phone number for the house and was told it was useless.I was also told that sky cannot activate deadlines, they only take over active lines so if I wanted to sign up with eircom for a year and then switch to them in a year I could.

Like what the hell? Has anyone had this experience with sky? Any idea what I can do? I would like sky broadband, my only other option is Vodafone.

ED E

This is sky's bull**** where they dont do new provides unless you really push them. Theyre cheap because they're stingy.

Call eircom or Vodafone and have them "prequaify" your line. They can do it on the phone and it'll give the current rating for the line as long as the number wasnt re-used(how long ago did the last tenants cancel it?).

If it fails then you need to get somebody else to do a full new connection. Vodafone are good value and wont fight you not to provide like sky. Once the new phone line is in and active they'll be able to get broadband added again.

mitsuko045

The previous tenants moved out a month ago.

I ended up saying to hell with sky and I rang up Vodafone, they said they would be happy to activate the line for me, they got me to use the phone in the house to get the number phone number for the line and I'm awaiting a call back to see if they've managed to reconnect it.

The lady with Vodafone told me that the deactivated line isn't a problem, that activating it is easy but sometimes finding the correct line for the house can be a bit tricky when you don't have a street address like I do.

Thanks for the advice, I had the distinct feeling that no one wanted to put much work into getting me broadband hence the decision to try Vodafone.

ED E

Got you to call 19990 or something yeah? That identifies the line from the exchange, makes sure they have the right one and also means the your pair was never disconnected. Shouldn't have any problem getting broadband provided in a week or so.

VinLieger

mitsuko045 wrote: »

The previous tenants moved out a month ago.

I ended up saying to hell with sky and I rang up Vodafone, they said they would be happy to activate the line for me, they got me to use the phone in the house to get the number phone number for the line and I'm awaiting a call back to see if they've managed to reconnect it.

The lady with Vodafone told me that the deactivated line isn't a problem, that activating it is easy but sometimes finding the correct line for the house can be a bit tricky when you don't have a street address like I do.

Thanks for the advice, I had the distinct feeling that no one wanted to put much work into getting me broadband hence the decision to try Vodafone.

Theres a lot of speculation Sky might actually trying to get out of broadband in Ireland which is why they are giving the run around on the Fibre release dates which pushes peoples to switch to Eircom, Vodafone or Magnet and what you went through simply sounds like they are using any excuse they can not to take on new customers

jay93

Sky done the same with us said they couldn't connect us yet we had eircom here a few times before . So we called up Vodafone and they connected us within 5 days .