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    PLEASE HELP - SKY Ordering

    This is a discussion on PLEASE HELP - SKY Ordering within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi all, We recently had a cease and provide as we changed phone number (note we did not move). The ...

    1. #1
      blueyzfr1's Avatar
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      Angry PLEASE HELP - SKY Ordering

      Hi all,

      We recently had a cease and provide as we changed phone number (note we did not move).

      The cease went ahead but the provide hasn't.

      There is currently an alleged "sky technical fault" that they say cannot be cleared for 30 days then we may reorder then we may or may not be able to get the MAX package after another 15 days.

      I need to escalate this as over the last few months (yes it has been ongoing on/off this long) everyone we ring gives a slightly different answer.

      So far we have:
      Rung Technical support LOTS
      Rung Provisions. LOTS
      Rung sales. Three times.
      Spoken to Wayne McCloud Sales Manger who never got back to us.
      Used the online support with no response so far except for confirmation of ticket.
      Escalated to two supervisors who have given two different solutions.
      Spoken to a Susan in provisioning who assured us everything is allright (lied).
      Sent a fax to Customer Services.
      E-mailed James Murdoch.

      I could go on, what a mess eh?

      I do have a name and contact based in Portsmouth and am thinking of driving there, or should I just give up, cancel my TV package also and go with Virgin?

      Does anyone have an escalation contact that works?


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    3. #2
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      Re: PLEASE HELP - SKY Ordering

      dont bother ringing technical, nothing to do with us. its all with provisioning, whether it be tier 3 otherwise but technical support can do NOTHING for you so any ticket you have opened will be closed

    4. #3
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      Re: PLEASE HELP - SKY Ordering

      You should drive down to Portsmouth (or catch the train, its next door!)

      Any idea what this technical fault is? If its getting a 'pending cancel' removed, it is just a case of waiting...

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      Re: PLEASE HELP - SKY Ordering

      Hiya,

      Got through to Customer Services yesterday and they said it was a "Post Active" something or other?

      It is a problem on their systems and it will take 30 days to clear but it has been escalated.

      At least I got an answer

      Would like to know more though...

    6. #5
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      Re: PLEASE HELP - SKY Ordering

      Has an Order actually been placed to BT to process these "Ceases"?

      BT.com | Small & medium business | Your account | Order Tracking
      You might need to register- If you already havent!

      That should give you a list of all the orders BT have been given, e.g, Cease - With a date of when it should be done.

      I dont know Sky or BT's internal Systems, But if changing number is anything like moving a house, It can take a month, In your case it has been longer, I would have expected that the Old Connection would have been disconnected, Your line would have been cleared (~20Days) and then a new order placed on the new number (~14Days)

    7. #6
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      Re: PLEASE HELP - SKY Ordering

      Hiya,

      Cheers, logged in and it says this:

      CEASE LLU LINE SHARE PSTN 1 0.0 0.0

    8. #7
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      Re: PLEASE HELP - SKY Ordering

      Does that have a date?
      e.g/
      Date due 20 Mar 2007
      Status Order completed

    9. #8
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      Re: PLEASE HELP - SKY Ordering

      Yes in the details it says:

      Last update 05 Jun 2007
      Notes Your order has been completed.

    10. #9
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      Re: PLEASE HELP - SKY Ordering

      Looks as if that completed the other day. Are there any other orders on the BT Status Page?

    11. #10
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      Re: PLEASE HELP - SKY Ordering

      Hiya,

      No more orders as the thing that is stopping me ordering again with SKY is an internal SKY technical flag that can take up to 30 days to clear!!

      Just noticed MAX is now not available at my exchange also, grrrrr.....

      Time for a MAC code methinks...

     

     

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