How fast can this get resolved?

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8 Oct 2010
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Basically, we have cancelled virgin and went with sky. Virgin is getting shut off today, but apparently they have activated sky and its working, however when tested downstairs, it doesn't work.

What they've done is activated it via the line upstairs.

How fast can this be resolved to switch it from the line upstairs to the one downstairs? They didn't even come out to sort it in the first place.

:/
 
bremen1874 said:
Who does the line downstairs belong to? If it's a Virgin line then it's nothing to do with BT (Sky) and you'll never get a connection through it.
Click to expand...

This.

If they're both "BT" lines then I imagine a quick phone call will put the ball in motion but when they'll actually get round to it is anyone's guess.
 
Basically when we moved into the house, my dad was with sky, so he got the TV, Internet and phone all installed downstairs, and since I was in a contract with bt, I got a secondary line installed upstairs for the Internet. We had 2 Internet connections in the house. After 6 months, my contract ended, so the line upstairs was deactivated and I just used my dad's Internet.

My dad then went to virgin fibre for a year, TV and phone and since his contract is up, he's switching back to sky, but instead of taking over the phone/internet line, etc downstairs, they decided to connect it upstairs.

Is this really our fault? Engineer didn't even come to the house. My dad is paying for this service and he can't use it. He doesn't use wireless, there's no way he'll settle for a cable to be run from my room downstairs to his pc. The main phone has always been downstairs, not in my room.

To get this resolved, sky is wanting a £130 charge to move the master socket? Upstairs should never have been one in the first place.
 
So while you were with Virgin you had two disconnected BT lines? When they've re-enabled the line they've picked the wrong one?

I used to have two active phone lines. One for the house and one for the wife's work needs. For various reasons my FTTC connection ended up on the wife's line.

I then needed to cancel the wife's line because it was no longer required.

Plusnet moved the FTTC connection to the main house line by treating it as house move.
 
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Yeah. They picked the bedroom upstairs as the master socket and totally disregarded whatever was downstairs. I honestly don't know how the Virgin fibre works in the house, but there was definitely Sky installed before we had Virgin (downstairs).

The socket upstairs was only used as a secondary line, never was the master socket in the house, so the engineer must have messed up somewhere, but they're still wanting us to pay them £130 for the master socket change because their argument is that it's still working, just not in the place we want it.
 
You seem to saying you had two BT lines. The original downstairs that was with Sky prior to going to virgin (at which point the line was probably disconnected). And the other upstairs that was with BT for six months.

If you had two lines you had two master sockets. If you didn't tell Sky which line to use it was toss a coin time for which line was reactivated.
 
Makes sense. Still quite annoying that the engineer must have seen there was 2 lines coming into the house, but decided to choose himself?
 
I'd assume that the engineer would have been instructed about which line needed activating. I'm not even sure that at the point the engineer would be working it'd obvious that there were two lines to choose from.
 
bremen1874 said:
I'd assume that the engineer would have been instructed about which line needed activating. I'm not even sure that at the point the engineer would be working it'd obvious that there were two lines to choose from.
Click to expand...

the engineer should have been directed by the customer where he would like the new line.

It will be as simple as changing the pair in the capping if your in a new build or the "lead in ", if you have a grey capping on the wall outside there will be 2 pairs inside which need swapping.
 
If an engineer didn't actually come to the house I would imagine all they've done is reactivate one of the existing ceased lines at the exchange. They would have had no way of knowing which line was upstairs/downstairs unless someone told them which line you wanted reactivated.
 
My dad is trying to get it sorted, but it'll take them 2 weeks to swap the lines from upstairs to downstairs, and it won't cost, but ~2 weeks for this isn't good enough.

He's now trying to see if we can keep the line upstairs, and just get a new broadband package downstairs as there's still a line downstairs, just not activated, but Sky can't do that.

So annoying.
 
Managed to get a guy from BT openreach to come out on Saturday and he fixed it fast enough.. All he did was go on ladders to the house, and where the lines come in, I guess he just switched them over, lol.

Amazing how fast Sky got this resolved for us. I believe the guy from Sky will call tomorrow to see if it's been resolved. Seriously, really awesome customer service from Sky, never had someone go above and beyond like this to help.
 
Nice that you managed to get this resolved so quickly.

In this case I'd equally congratulate Openreach for the timely response. Neither Sky or Openreach could really be blamed for the overall situation.
 
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