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    Problems ordering Sky ADSL

    This is a discussion on Problems ordering Sky ADSL within the Sky Broadband help forums, part of the Sky Broadband help and support category; Originally Posted by lifechooser How do those 10 people get chosen? Are they picked at random, or is it a ...

    1. #11
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      Re: Problems ordering Sky ADSL

      Quote Originally Posted by lifechooser View Post
      How do those 10 people get chosen? Are they picked at random, or is it a queuing system? What's your minimum bribe level to put me on the spreadsheet?
      First come first served. From memory, currently being done are escalations from the beginning-middle of April... if you've been escalated it'll be on there (and unfortunately, I have no access to the spreadsheet )


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    3. #12
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      Re: Problems ordering Sky ADSL

      customer service is basically a switchboard, customer relations are mindless idiots that butt in to situations they have no clue about. Pre-active cancel is because nobody at sky has the faintest clue who does the datafixes.
      It doesn't get better than this band lol

    4. #13
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      Re: Problems ordering Sky ADSL

      Thanks to everyone for their replies. Has anyone in a similar situation managed to get it sorted yet?

      I'm still in the same situation with Sky being as rude and useless as ever, and not responding to complaints.

      Thanks,
      Ian

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      Re: Problems ordering Sky ADSL

      Quote Originally Posted by jonny1st View Post
      customer service is basically a switchboard, customer relations are mindless idiots that butt in to situations they have no clue about. Pre-active cancel is because nobody at sky has the faintest clue who does the datafixes.
      The specific department that does these datafixes is called CSE - they will only take 10 pre active cancels a day for removal, in the order that they are put into pre active cancel, so if theres 600 on the spreadsheet, the most recently escalated are looking at 60 working days for removal...

      That is why we are told specifically to say that there is no timescale on getting them removed.

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      Re: Problems ordering Sky ADSL

      Quote Originally Posted by ianmcmillan View Post
      Thanks to everyone for their replies. Has anyone in a similar situation managed to get it sorted yet?

      I'm still in the same situation with Sky being as rude and useless as ever, and not responding to complaints.

      Thanks,
      Ian
      As I said earlier, I've seen quite a few that have been resolved, generally ones which were put into pre active cancel (which is the point at which you give your MAC code on the second order, not the initial order date)

      I'll put my hands up and say that I personally am useless in this situation - once its been escalated, it goes through a procedure outlined above. Nothing I, or anyone else at Sky can do will get it fixed/resolved any sooner...

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      Re: Problems ordering Sky ADSL

      Quote Originally Posted by TSx View Post
      As I said earlier, I've seen quite a few that have been resolved, generally ones which were put into pre active cancel (which is the point at which you give your MAC code on the second order, not the initial order date)

      I'll put my hands up and say that I personally am useless in this situation - once its been escalated, it goes through a procedure outlined above. Nothing I, or anyone else at Sky can do will get it fixed/resolved any sooner...
      Thanks - not your fault indeed, but something majorly up there that Sky are only unable to fix 10 a day!

      I've been waiting roughly 50 working days, so hopefully not much longer!

      Cheers,
      Ian

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      Re: Problems ordering Sky ADSL

      Quote Originally Posted by ianmcmillan View Post
      Thanks - not your fault indeed, but something majorly up there that Sky are only unable to fix 10 a day!

      I've been waiting roughly 50 working days, so hopefully not much longer!

      Cheers,
      Ian
      U have the patience of a saint. I think if sky departments had a bit more transparency with each other the customer may actually get a better deal and not be headed off at the mass with nonsense timeframes and misinformation
      It doesn't get better than this band lol

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      Re: Problems ordering Sky ADSL

      Communications is a problem - Provisioning are told to give no timescales at all now, other departments don't necessarily have this information; although I let people know its a matter of weeks rather than days...

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      Re: Problems ordering Sky ADSL

      All I can wish you is luck, sky seem unable to deal with line provisioning if the process encounters any form of error.

      I was stuck in limbo as well since March and eventually had to cancel. Fortunately my existing broadband is still on even though my current provider have confirmed twice that it's turned off!

      Frostfree

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      Re: Problems ordering Sky ADSL

      Quote Originally Posted by TSx View Post
      Unfortunately, we have nearly a thousand orders sitting in pre active cancel. For reasons no-one I work with can fathom, we are only allowed to escalate 10 a day to the relevant department.
      Because Chordiant System Enquiries don't allocate resources to free up Pending Cancels. They'll only accept it in small numbers because they have other tasks within their remit.

      Sounds ludicrous to me. The only people capable of fixing a problem like this aren't seconded to actually resolve the issue completely. They need to allocate a team just for Pending and Pre-Active Cancels. But then, that would be common sense.

      How about giving Provisioning the ability to free up stuck accounts ? I've been asking for this since September 2006 !!

     

     
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