Mac Key

[dholdi]

doh
I'm on the phone to sky now.

[dholdi]

Still in a q - there must be a mass exodus before the 30th.

[SatDish]

demand they give you the MAC there and then, if they say they can't then just say how come others have got it over the phone, asking for a supervisor or manager normaly works

[dholdi]

Done. They wouldnt give me the mac tho, the manager wouldnt either, ahh well wait and see now.

[SatDish]

hmmm that is odd.

[dholdi]

They said I would have it in the post within 5 days, I've read that others have received them as promised so I'm not too worried. Signed up with 02 as well now.

[SatDish]

This is why people get miffed off with Sky support as there is no continuity with there staff.

[vannus]

am due to go live with o2 today will post up on how things go.

[dholdi]

They said I would have it in the post within 5 days, I've read that others have received them as promised so I'm not too worried. Signed up with 02 as well now.

How silly of me to not be worried.
Received the following letter today 5 days later :-

"Dear Mr Holdi

You recently requested we cancel your Sky Broadband, we are sorry you no longer wish to use Sky as your Broadband provider. "

No I didnt, I asked for a MAC not a cease.
Cont'd :-

"Your Broadband service will be ceased on 14/12/2009 and removed from your telephone line approximately 10 working days later."

Exactly what I dont want to happen and hence my request for a MAC.

Cont'd :-

"Please note that you will not be able to re-order Broadband on your phone line until it is clear, therefore if you intend to move to another supplier on your existing phone line, then you should use a MAC to switch supplier. To request a MAC code to switch Broadband supplier please call Customer Services on 08442 410 515"

No POOH sherlock, did I mention I had asked for a MAC ? Oh yes I did sorry.

Cont'd :-

" A MAC will enable you to move to another Broadband provider with a seamless, uninterupted transfer of your Broadband service.............."

More no pooh.

Cont'd :-

" Additonally if you would like to contact Sky ............
Yours Sincerely"

Well after reading that you can imagine I was rather peeved and so called the number, after the first guy I spoke to, who said "that's strange", I spent half an hour on hold, during which time I was typing this up and cursing to myself "its more than strange its incompetent" I was eventually dealt with by someone who knew what to do. He cancelled the cease and requested a MAC which will be sent via email within 48 hours.

I'm glad I'm leaving now, the BB itself is great, but on the thankfully few times I've had to deal with them on the phone the experience is shocking.

If anyone else is thinking of leaving then make sure you are very specific about what you ask for because apparently MAC and CEASE must sound very similar and are easily confused.

Rant over

[NewsreadeR]

LOL

Now why on earth does that not surprise me. Sky really do need to control this. It's really quite simple to resolve.

No one at Sky on the incoming calls side, who gets a request from the customer to cancel or for a MAC should have the authority to commit to either option via a computer screen.

What they should do, is pass that caller's details to a competent person, who is trained, (even if it was in retentions, it doesn't really matter) to then call that customer, to find out why they want to leave or cancel and possibly try to resolve any issues etc.

That person, after having understood what the caller wants to achieve, then requests via the computer a cease or a MAC - Simples.