camera shake: September 2006

In July, Sky launched their broadband offering. High speed, low price, who could resist...

The following diary describes my experiences trying to migrate to Sky.

I registered my interest with Sky Broadband the day their website went live.

I received e-mail from Sky on 8th August inviting me to sign up.

Requested and received MAC code in 9th August from my previous ISP, Nildram.

I placed my Sky order on 10th August. There were some difficulties but they phoned back after 30mins and all seemed to go through. I opted for Sky Max and a self installation.

On 12th August, Sky (or marketing company) left a voice mail to confirm 'installation' on 19th.

Telephoned Sky on 14th to confirm no engineer visit required. Confirmed.

On 17th August, two letters from Sky. "We've been trying to call you". Both dated 14th August, the day I spoke to Sky. Nobody had tried to call me and nobody mentioned anything when I spoke to them on the 14th.

Called Sky on 17th. Sky informed me of MAC code entry error and that there would be a delay. Not sure why they needed to talk to me before they corrected the error and re-submitted the order...

19th-27th I was on holiday.

On 27th returned home to find broadband disconnected. Sky unavailable on phone due to unforseen circumstances. Nildram 24/7 technical support also unavailable.

On 29th Sky explained that migration should have happened on 24th but that a cease order was on the line so they couldn't take it over. After several minutes, getting nowhere near an explanation, I asked who I should contact if I wished to cancel.

On same day Nildram confirmed that line was cancelled, probably by Sky or BT.

Later on 29th Sky explained that their software couldn't place order until line was free.

On 31st August. Contacted Sky, no order placed because account flagged as "customer wishes to cancel". Corrected the error and Sky promised to re-submit order and contact me later to confirm.

Contacted Nildram, cannot re-activate because line still tagged. They point finger at BT for ceasing instead of migrating the ADSL.

Letter from Sky, "We've been trying to call you". Call Sky to have them explain that this was because of problems on 24th. Also, they deny all responsibility for tag still on line.

Contacted Nildram. Still can't help but do give BT Wholesale telephone number.

Contact BT Wholesale. Eventually, they confirm that the tag on the line is Nildram's (read BT Wholesale) cancellation. BT Gave instructions on how Nildram can over-ride this cancellation with a Manual order to ISN Provision 2, subject TAGS ON LINE TEAM.

Contact Nildram sales who know about manual orders but refuse to do it because BT usually ignore it.

Bottom line, somebody ceased the line (Who, Sky says Nildram, Nildram says BT or Sky?). Until that clears, earliest connection will be via Nildram, one week later. Sky cannot order until cancellation clears on Thursday 7th so a Sky connection will be at least another week later.

Contact Nildram, re-ordered ADSL. Contacted Sky to cancel. Tried to put me through to sales but then put me though to a "super user" but actually hung up. Contacted Sky to cancel. Took details and promised to confirm cancellation of order.

I have since found out that I am not an isolated case. There seem to be quite a few migrations where BT have cancelled the line resulting in customers left without broadband and unable to get broadband for at least two weeks.

Update: On Sunday September 3rd, I got a call on behalf of Sky, doing a survey of broadband quality as I was a Sky broadband customer. You can imagine my response...

Update: Ofcom have a page for submitting complaints about this. Follow the link here.