Sky breaking contract ?

Robisme · 10-01-2008, 10:22

Hi, just been typing a letter out for a relative, who was offered a package with Sky which included free broadband (2 meg), signed up agreed and paid early Dec 07. He got everything sorted in recent weeks only for Sky to ring up saying the free broadband could not now be supplied. ( they never actually connected the BB as he needed to get a BT line installed, which he did get.)
He spoke to some supervisor at Skys call center, who got a bit funny with him and said it was not their fault but BT's fault because there was no BB service available where he lives, he rang BT who said they could connect him tomorrow lol.
Are Sky trying to pull some trick here to get out of the offer of free broadband ?
they said he could have it for Ãƒâ€šÃ‚Â£17 per month at 4 meg.

Not happy when you've signed-up and paid for the offer the salesman gave !!
Not a good situation.

cya

PS, he changed from VM to Sky, I questioned that, he said Sky where offering the same package as VM but much cheaper, that was then lol

Mick Fisher · 10-01-2008, 10:27

Perhaps your relatives exchange not yet enabled for Sky BB?

Stuart · 10-01-2008, 10:34

Quote:

Originally Posted by Robisme

Hi, just been typing a letter out for a relative, who was offered a package with Sky which included free broadband (2 meg), signed up agreed and paid early Dec 07. He got everything sorted in recent weeks only for Sky to ring up saying the free broadband could not now be supplied. ( they never actually connected the BB as he needed to get a BT line installed, which he did get.)
He spoke to some supervisor at Skys call center, who got a bit funny with him and said it was not their fault but BT's fault because there was no BB service available where he lives, he rang BT who said they could connect him tomorrow lol.
Are Sky trying to pull some trick here to get out of the offer of free broadband ?
they said he could have it for Ãƒâ€šÃ‚Â£17 per month at 4 meg.

Not happy when you've signed-up and paid for the offer the salesman gave !!
Not a good situation.

cya

PS, he changed from VM to Sky, I questioned that, he said Sky where offering the same package as VM but much cheaper, that was then lol

What's probably happened is that BT have refused to enable the service. He will have to contact BT to find out why (there could be a number of reasons ranging from faults on the line through to BT's records being wrong). Sky should be able to help him find the correct BT number to call. When I ordered my connection via Be, I had a similar situation (BT refused to unbundle the line so Be could access it, and wouldn't tell Be why).

Paul K · 10-01-2008, 11:11

If no BT line was in place when he originally tried to order then the fault does not sit with BT or Sky as ADSL cannot be set on a line that does not exist, it may be that when he ordered originally there was capacity in the exchange but by the time he had his BT line installed the exchange equipment was full.
Sorry to sound harsh but this is not BT or Sky messing around just a mix up due to no line being installed to property which is down to the customer as it is clearly stated that a live telephone line is needed at the property before you order.

Quote:

Originally Posted by Sky.com

What You Need

To get Sky Broadband, you'll need to make sure your computer meets the minimum specification and that you have a compatible BT Line that has been active for five days or longer.

Robisme · 11-01-2008, 20:53

Hi, he was originally on cable with telewest, who got took over by ? and then by VM.
BT said there was no problem, the reason he had to contact BT was for the phone line reconnecting as the phone, was on the VM system (cable) upto then.
When he signed-up, they said all would be sorted before the end of Dec, (waiting for BT to connect the phone took longest :p.

Paul K · 11-01-2008, 21:46

Until the phone was reconnected there is no way the order was places as the system will not allow it, the line has to be live and active for 5 days THEN the order can be placed.

WHISTLED · 12-01-2008, 12:50

i agree, sounds like sky may have processed the order before the line was active with bt

12-01-2008, 16:42

shouldnt the sales rep have act the acc if he knew there was no telco line installed at the property

Paul K · 12-01-2008, 17:07

The customer may have been advised that the line had to be put in place and then to call back for the BB to be put on, sometimes these things are not explained properly and the customer believes that the order will be put on automatically once the line is there.
Now the line is there it looks like the exchange has run out of capacity on the Sky equipment and the only capacity available is the rebranded BT Connect service. This happens, especially if customers try to order before they actually have a usable telephone line installed as they will be told their is capacity on the exchange when they first ring and then by the time they get their line installed the capacity is gone.

Robisme · 12-01-2008, 19:13

Yup, he has to call a number when connected like you say, thats when the probs started. So I'm told.

Btw, he had instructions from the sales person on what to do and when !!
then they say, we can't give you the package you signed-up for .

His argument is being offered a package which was a good deal compared to what he was on with VM, then later they can't give what they promised on the contract.
(this package was the reason for changing from VM to Sky)

Paul K · 13-01-2008, 08:20

The package offered was for something he could have gotten if he had followed the process properly and had a BT line in place before ordering. He was not in position to take it there for the offer could not be adhered to. Due to the delay in getting the line sorted there was no capacity left at the exchange, it's not Skys fault he tried to order an ADSL service BEFORE he had a telephone line and it's not their fault BT delayed sorting his line out.