Cannot order Sky?

[TW]Fox · 13 Apr 2012 at 11:49

Hi guys,

This is becoming frustrating. I am trying to order Sky Fibre. The problem isn't fibre specific though and would apply equally if I was trying to order any of the Sky DSL products.

Sky appear reluctant to allow me to order Fibre because the checker says I cannot get any Sky services. This is true, the checker does say this. But won't offer me ANY broadband services - no Sky LLU and not even Sky Anytime (Which uses the BT IPStream network and surely anyone can get that).

They think 'my line isnt compatible'.

I think the checker conflicts with the fact I am on O2 LLU. My line is with BT. My exchange is enabled for Sky LLU Which whilst I appreciate isnt really related to the fibre product does conflict with the fact they appear unable to even offer a basic ADSL service.

How do I get past this? This is hugely frustrating. I'll also lose the £50 Quidco cashback if I dont order online. Sigh.

They've offered a few suggestions so far, mostly along the lines of 'Why not cancel your phone line and your broadband entirely and sign up from scratch with a new number' which seems like a completely ridiculous solution.

Arghghgh! Any ideas?

KIA · 13 Apr 2012 at 13:59

Ditto although I'm not LLU. Might need to wait for 'em to start accepting orders over the phone.

Foghorn Leghorn · 13 Apr 2012 at 14:14

I switched over from o2 LLU (BB+phone+line rental) two weeks ago to Sky LLU (BB+phone+line rental). All done online and went through seamlessly.

I didn't have any problems with Sky's online checker before hand, sounds like a problem with Sky's system. Sadly you'll probably have to sort it out over the phone, the trick will be finding someone who's prepared to or knows how to sort it out.

Do any of your neighbours use Sky's LLU package?

mp260767 · 13 Apr 2012 at 14:19

if it's playing up like that, as foghorn mentioned, you'll need to get someone on the phone willing to help.

i had a similar problem with virgin, whereby my house number wasn't even listed with their online system, ended up finding someone that could help.

not ideal, but nothing you can do if there system is stuffed, short of waiting and hoping until it sorts it self out.

andy_mk3 · 13 Apr 2012 at 14:34

I'm currently with Sky and their checker wont work with my telephone number, and it took two attempts with my address to make it work.

[TW]Fox · 13 Apr 2012 at 14:43

They tell me the same on the phone. Even Sky Access isn't available.

Not sure how to progress.

mp260767 · 13 Apr 2012 at 14:58

found this in another thread in this forum:

If anyone is having issues with the website or being told it's not available in your area over the phone when the online checker says it is, do the following:

Phone 08442 410 104, say you want Sky Fibre and when you got to the checkout area on the website it gets an error. They'll check if you can have it and book installation over the phone!

thread is this one:
http://forums.overclockers.co.uk/showthread.php?t=18392071&page=2

[TW]Fox · 13 Apr 2012 at 15:12

I have called them. They tell me my line does not support ANY form of broadband.

Yaayuh! · 13 Apr 2012 at 15:16

I went through a stage at my old place where line checks on my landline always flagged up no services available (which is a lie), even with BT, it's a bit screwy sometimes.

FrenchTart · 13 Apr 2012 at 15:30

Your data on the openreach db is wrong. It's very hard to get this sorted but there is a phone number that the the public can use. Sadly I have no idea what it is any more but if you google around for some of the terms in my post (openreach, details wrong, customer facing number, etc) you may be able to track it down.

[TW]Fox · 13 Apr 2012 at 16:02

But its only sky this seems to affect. Everyone else's checkers work. Still possible its an openreach thing?

Foghorn Leghorn · 13 Apr 2012 at 16:15

Sounds like it's Sky's DB that's broked

mp260767 · 13 Apr 2012 at 23:13

[TW]Fox;21677093 said:
But its only sky this seems to affect. Everyone else's checkers work. Still possible its an openreach thing?

have you tried checking another address in your road to see if it gives the same problem ?

PiKe · 13 Apr 2012 at 23:15

There's no way to migrate between LLU providers is there? I thought it needs to be a cease and re-provide?

shine · 14 Apr 2012 at 00:13

PiKe said:
There's no way to migrate between LLU providers is there? I thought it needs to be a cease and re-provide?

Incorrect - I moved from UKOnline LLU to Be LLU a few years ago.

PiKe · 14 Apr 2012 at 00:14

But don't the providers have to willingly accept an LLU MAC?

-Mike- · 15 Apr 2012 at 12:54

Fox - You have to take sky line rental and talk to get the fibre they offer. If you don't have any of the LLU kit in your exchange, despite being able to get fibre on the line...... they aren't interested.

Edit : Sorry mate didn't see that your exchange was sky LLU enabled. You need to take sky talk and line rental from them though.

[TW]Fox · 15 Apr 2012 at 15:04

-Mike- said:
Fox - You have to take sky line rental and talk to get the fibre they offer. If you don't have any of the LLU kit in your exchange, despite being able to get fibre on the line...... they aren't interested.

Edit : Sorry mate didn't see that your exchange was sky LLU enabled. You need to take sky talk and line rental from them though.

I was aware of that and prepared to do that.

Computer Says No.

So I've ordered BT Infinity.

-Mike- · 15 Apr 2012 at 20:30

At least BT are doubling the speed for no extra charge, even if it is a little more expensive than sky.

MissChief · 15 Apr 2012 at 21:40

[TW]Fox;21689225 said:
I was aware of that and prepared to do that.

Computer Says No.

So I've ordered BT Infinity.

Shame as I sent you a message in trust with a possible solution. Good luck with BT.