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    BTO Engineer No Show, Sky Hapless

    This is a discussion on BTO Engineer No Show, Sky Hapless within the Sky Broadband feedback forums, part of the Sky Broadband help and support category; Hi guys, I never thought this would happen again, but it seems like BTO and Sky are messing me over ...

    1. #1
      FirasKay's Avatar
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      BTO Engineer No Show, Sky Hapless

      Hi guys, I never thought this would happen again, but it seems like BTO and Sky are messing me over again. A couple of years I had an epic fallout with Sky and BTO and suffered for around 3 months (all documented here The cancelled it, even though I told them not too). A lovely forum member gave me an email to contact back then and after my ordeal sky reimbursed me my mobile bills for these months plus gave me a good deal for the next 6 months. Fair play I guess!

      A couple of weeks back I moved into a new place and called Sky earlier to arrange the move. They told me that being that the phone line is inactive at the new property a BT engineer has to come over (That was around 5 weeks ago). Then they said that unfortunately it also means they have to cut off my internet to get the process in place. I hesitantly agreed, and have been without phone + broadband for all that period.

      Today was the day, I had the engineer supposed to come over between 8am-1pm, so I took the day off work and woke up early waiting for the engineer. Hour and after hour no one showed up until it hit 1pm when I called Sky. What followed went pretty much in a loop on the hour every hour:

      1- Call Sky
      2- Agent says they have to call openreach, they say they'll call back
      3- 20 mins passed, no call so I call back, put on hold.
      4- Manage to get through to an agent
      5- They get through to openreach
      6- SAME message from BT everytime, sorry we cant get a hold of the engineer, call back in 60 minuts
      7- Sky pass message onto me and repeat.

      So I did this 5 times (I gave up after 6).

      Total cost:

      1 day's work lost (took holiday) + approx 15 pounds in calling from mobile to Sky + frustration

      At 6 I call, they say oh sorry we were meaning to tell you, BT couldn't do much so we are going to follow up with them tomorrow to re-arrange. I mean SERIOUSLY, now you want me to repeat the insanity on another day?

      I just feel so bad for the state of telecoms in the UK, because every ISP has to go through BT for a phone line, so its not like I cant just say suck it Sky Im out, if I got with ANY other provider im in that boat. We don't have any fibre optics in my area either.

      I feel I need to complain to someone, just not sure who. The email I was given a few year's back is jeremy.darroch at bskyb.com, but I somehow don't feel that this problem is at that level yet. I definitely want to complain, just not sure to who and how, can you guys help?

      Thanks.
      Last edited by Scubbie; 27-11-12 at 05:30 PM. Reason: Broke email address link to help reduce spam


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    3. #2
      Scubbie's Avatar
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      Re: BTO Engineer No Show, Sky Hapless

      It looks like you have been let down primarily by the BTO Engineer. Sky's response isn't helpful and could be better.

      Please send a nice email to their executive team. This should get things moving for you.

      jeremy.darroch at bskyb.com

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    4. The Following User Says Thank You to Scubbie For This Useful Post:

      FirasKay (20-11-12)

    5. #3
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      Re: BTO Engineer No Show, Sky Hapless

      I do agree, I think this is more a BTO thing, but then again I don't get my internet from BT, I get it from Sky, so really it is a Sky problem. But I "understand" that there is only so much they can do and that the system is inherently messed up! Thanks for the advice Scubbie, looks like I'll be using my literary skills to construct yet another lengthy but constructive correspondence to our friend Mr Darroch!

    6. #4
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      Re: BTO Engineer No Show, Sky Hapless

      I would also consider letting Ofcom know too, since it is the contractor, BTO, who failed to turn up.

      As much as we can try to help people, all the ISPs have to use BTO and we hear too many stories on this forum for it to be acceptable.

      Many members are also reporting 6 week+ waiting times because of BTO.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    7. #5
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      Re: BTO Engineer No Show, Sky Hapless

      Same story for me here

      BTO are a joke.

      Ive also lost alot of money today taking the day off work for a BTO no show.

    8. #6
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      BTO Engineer No Show, Sky Hapless

      I remember when BT engineer had to come round here once on another matter and he didn't turn up apparently he "couldn't get through security gate"............ive got a garden path that leads up to front door!


      Sent from my iPhone

    9. #7
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      Re: BTO Engineer No Show, Sky Hapless

      Are BT customers having the same problems with "no shows"?

      Or is just the likes of Sky and other third parties?

    10. #8
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      Re: BTO Engineer No Show, Sky Hapless

      I know of one person that had a no show from OR to install Infinity.

      He got so annoyed that he cancelled Infinity altogether and decided to stay with VM.

    11. #9
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      Re: BTO Engineer No Show, Sky Hapless

      Same thing is happening over at PlusNet!
      The same kind of excuses for no-shows too. I think OR are overwhelmed with the amount of work and are totally understaffed to meet it.

      Seems to me that Sky, PN and others (inc BT) ought to be demanding a meeting with OR senior management to work out the best path forward!
      Geoff, York.
      Can't call me a Luddite now!


    12. #10
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      Re: BTO Engineer No Show, Sky Hapless

      There have been several big recruitment drives by BTO for more engineers. I don't know what their turnover/replacement policy is though. In this past year alone BTO has had to deal with a huge amount of extra work cause by the weather and the demand to have Fibre rolled out.

      There have also been many BTO Engineers recruited to join the TA and will have been sent packing to those areas where the forces have been working in order to set up telecoms between the different units and perhaps for the locals too.

      It would be nice to know if those who fail to arrive get dismissed or whether it is put up with.

      It would also be better if BTO would change their policy and have an alternative appointment made within a few days of the failed appointment. With the delays of 6 weeks+ in recent months, it is quite unacceptable for a leading service provider to let their customers down in this manner.
      itype likes this.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

     

     
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