Lied to by Sky

PhaseTen

I'm furious about this.
I got an email about Sky Q, their flashy new TV service and I decided to give them a call and was talked into changing my broadband over from eirFibre.

There's a saving of a few quid a month, but the main reason was because you couldn't get Sky Q at present without changing.

I was promised there would be absolutely no disruption and the switchover would be seamless. I was expecting maybe 24 hours at most of disruption as I didn't really believe "seamless" but not days and days of no connectivity!

My eir broadband went down yesterday and it seems the Sky broadband is active. Eir also sent a courier to pick up the modem.

Sky are now showing on "MySky" that the estimated delivery date for the Sky modem is 26 Feb!!!!!!

That's leaving me without any broadband for over a week. I work from home and I'm now having to go to cafes and tether on my mobile!

Can I just cancel this and get my eir fibre, which I was perfectly happy with, back!?

I'm with sky for years for TV and I am honestly thinking I might just rip the whole bloody lot out and cancel everything. I hate being lied to. I wouldn't have signed up for this had I know that it would involve a week + of no broadband!

Seems it's just a case of say anything to get a sale

rogercross

It would take as long to get that mess sorted out with Eir if you've cancelled and thats if you're lucky, they'd also likely charge you for a reconnection too as well as putting you back on a 12 month contract.

Best advice, see if sky can expedite the delivery of their service to you, if not its mobile tethering for a week, if you try interfering with the process now you'll be back here in a few weeks saying you now have sky and eir and eir won't let you cancel again without you paying a penalty fee.

PhaseTen

I just don't know why the sales guy couldn't have been honest and said this will take 10 days and then I simply wouldn't have signed up.

Delay isn't OpenEir, the service was actually active within 24h of ordering it from Sky.

Sky seem to just be incapable of putting a modem in a box and putting it in the post. There's no technical holdup at all.
Eir literally couldn't have been more efficient.

rogercross

PhaseTen wrote: »

I just don't know why the sales guy couldn't have been honest and said this will take 10 days and then I simply wouldn't have signed up.

Delay isn't OpenEir, the service was actually active within 24h of ordering it from Sky.

Sky seem to just be incapable of putting a modem in a box and putting it in the post. There's no technical holdup at all.
Eir literally couldn't have been more efficient.

Ah ok so its literally a lack of modem, personally then I'd ring them up and take someone's head off.

Yeah it's the modem that's the issue. Sky insist that you can't use any modem with their service other than their own, so they can never offer a seamless transition.

aquinn

I switched to Sky last January and it took 5 engineer visits for everything to be finally working. It was ridiculous. You should have 14 days to change your mind? They have a service here somewhere. Every phone call is minimum 20 minutes so make time.

ED E

Sky rep should have issued you a modem and then postdated the order for + 7 days. That way the modem arrives and a day or two later the switch over happens, eir modem goes red, you plug in the sky modem and bobs your uncle.

Don't cancel it. If you do you'll have to go for a new order as if you've never had a line and wait ages.


If it were any other provider the F1000/2000 could be setup to continue working, but Sky refuse to give out the details so its a no go.

PhaseTen

You would think the logical thing to do would be to send the modem out immediately upon taking the order, then put the request through to Eir.

Instead they've put the request through to eir pretty much straight away, then taken their sweet time to send the modem resulting in the whole mess.

When I rang, they pretty much immediately tried to blame Eir too.. which didn't even make sense.

With a decent logistics operation it shouldn't take more than 24h to get a standard modem out to someone here. You just put a pile of modems into a warehouse (probably at an actual courier company) and just send your orders through. It's not rocket science.

BionicRasher

Contact them and get a modem sent by courier.

I signed up 2 weeks ago this Sunday to Sky. Modem arrived on the Tuesday and my broadband will be active on the 19th. Until then Vodafone broadband remaining active
All seamless for my switch so far and couldn't be happier with the service so far.

PhaseTen

ED E wrote: »

If it were any other provider the F1000/2000 could be setup to continue working, but Sky refuse to give out the details so its a no go.

In the meantime Eir actually collected their own modem (unannounced) today.
It's well out of contract, signed up with eFibre first launched.

My F1000 is back with Eir already!

(Scarily efficient!)

PhaseTen

Hnnm.. looking like My Sky could be a *bit* screwed up:

"Your Broadband subscription was activated on Friday 26 February."

Was?!

Then it's showing a green tick beside the Broadband Active

Sky Q Hub delivery:

"Expected delivery ': Friday 26 February
Status: Dispatched on 18 February"

PhaseTen

Woohoo resolved!
Got an automatic notification from An Post oddly enough.
Modem will be here tomorrow.

Seems the problem is with "MySky" giving totally inaccurate dates.

I could put up with a couple of days down, but not what it was predicting

editorsean

Nice to hear that worked out.

I didn't realise Eircom now take their router back when switching to another provider.

At my workplace, we ended up two spare Eircom eFibre routers. When we signed up with Eircom's eFibre service, a week later an engineer came to install it, but was surprised that we didn't get the router. So the engineer gave us one temporarily and asked us to contact Eircom to send their router out. So we called Eircom and they could not find any record that the router was sent, so they sent one out. A few days later, An Post delivered the router. In the afternoon, a courier (can't remember which) arrived with another router. We tried contacting the number the engineer left, but it just rang out. That was sometime last year.

This is not the first time something like this happened. When we moved building, Eircom sent a new router even though we had the lines moved, i.e. same DSL, ISDN numbers, etc. We then received a router out of the blue saying its for ADSL2 even though it was the exact same Netopia router as what we had. Then again, the spare routers did get used as each router only lasted about 3 to 4 years. When the last one failed, I managed to fix it by changing a capacitor. So if the newer eFibre routers start failing after a few years, the spares will probably come in handy.

Nollog

Be sure to get them to reimburse you for the time without internet.

The cooling off period is 2 weeks from hanging up the phone, if you're within that you can cancel yes.

ItHurtsWhenIP

/\/ollog wrote: »

Be sure to get them to reimburse you for the time without internet.

The cooling off period is 2 weeks from hanging up the phone, if you're within that you can cancel yes.

I thought the cooling off period was 2 weeks from delivery of service?

jca

ED E wrote: »

Sky rep should have issued you a modem and then postdated the order for + 7 days. That way the modem arrives and a day or two later the switch over happens, eir modem goes red, you plug in the sky modem and bobs your uncle.

Don't cancel it. If you do you'll have to go for a new order as if you've never had a line and wait ages.


If it were any other provider the F1000/2000 could be setup to continue working, but Sky refuse to give out the details so its a no go.

Sorry to hijack this thread. I'm in transition from Eir to Vodafone atm and I'd like to continue using the F2000 router instead of the VF supplied router when the switchover happens. What settings do I need to change in the F2000, I can only find settings for adsl. If Eir come looking for their router I've a F1000 that I can give them:pac:

ED E

jca wrote: »

Sorry to hijack this thread. I'm in transition from Eir to Vodafone atm and I'd like to continue using the F2000 router instead of the VF supplied router when the switchover happens. What settings do I need to change in the F2000, I can only find settings for adsl. If Eir come looking for their router I've a F1000 that I can give them:pac:

Under the F1000 you can just edit the VDSL wan interface, the same is possible on the 2000 AFAIK but I've had less time playing with one and can't remember how to do it. Have a search, theres a thread here with details somewhere.

jca

ED E wrote: »

Under the F1000 you can just edit the VDSL wan interface, the same is possible on the 2000 AFAIK but I've had less time playing with one and can't remember how to do it. Have a search, theres a thread here with details somewhere.

Here's a good one. I was out this afternoon and got a text from VF saying my order was complete. I went home expecting there to be mayhem as the internet would be gone. When I got home everything was working perfectly. I had no dial tone which is expected as I've gone to an Internet only package. I did a speed test and my lost 20 meg has returned (long story) my pings have dropped to 9 m/s all on the eircom supplied F2000!!! All I can think of is that I attempted to update the modem to the latest firmware using a guide on here but eircom kept changing it back. The dns servers in the router are definitely VF strangely when I do speed tests it doesn't say who my ISP is. My son who was at home said that the external ip changed as he had to register it with his alternate dns provider. Very odd.

ED E

jca wrote: »

Here's a good one. I was out this afternoon and got a text from VF saying my order was complete. I went home expecting there to be mayhem as the internet would be gone. When I got home everything was working perfectly. I had no dial tone which is expected as I've gone to an Internet only package. I did a speed test and my lost 20 meg has returned (long story) my pings have dropped to 9 m/s all on the eircom supplied F2000!!! All I can think of is that I attempted to update the modem to the latest firmware using a guide on here but eircom kept changing it back. The dns servers in the router are definitely VF strangely when I do speed tests it doesn't say who my ISP is. My son who was at home said that the external ip changed as he had to register it with his alternate dns provider. Very odd.

I'm pretty sure thats just Vodafone supporting IPoE.

Modem leases from the port which leases from the local aggregator in the exchange. If you're eir this just gets pulled from the pool assigned to that exchange. But if you're not the traffic is passed of L2TP to the operator handoff point.

So when the changeover happens all that changes is the OpenEir system configures the aggregator to say XXX_007A.1.1.1 (Your port) directs to Vodafone instead of Eir and boom you're online again in minutes.

With Sky, they still use PPPoE credentials for their AAAA so even when Open eir make that change you get a red light as your modem isn't forwarding on the correct credentials.

jca

ED E wrote: »

I'm pretty sure thats just Vodafone supporting IPoE.

Modem leases from the port which leases from the local aggregator in the exchange. If you're eir this just gets pulled from the pool assigned to that exchange. But if you're not the traffic is passed of L2TP to the operator handoff point.

So when the changeover happens all that changes is the OpenEir system configures the aggregator to say XXX_007A.1.1.1 (Your port) directs to Vodafone instead of Eir and boom you're online again in minutes.

With Sky, they still use PPPoE credentials for their AAAA so even when Open eir make that change you get a red light as your modem isn't forwarding on the correct credentials.

Thanks for that ED_E. If eir come looking for their router (which I doubt) I'll give them the old F1000 I have. So IPoE doesn't use the username/password system. It was very handy as I didn't have to go entering new wifi passwords into everything and it's a great router, for an ISP handout.

ED E

Somebody posted about them collecting recently which was weird to hear, they never used to do so.

It was always that with NTL/UPC/VM they retain ownership of the CPE along with the FWALA providers but everyone else provided it for the customer to own. Doesn't make sense to spend €15+ on courier fees and then refurbing costs on a device that costs then so little to begin with normally.

jca

Nightline called for the eir router. Luckily I had the F1000 left out just in case. No prior notification from eir they must think no one works for a living to pay their extortionate prices!!