Well folks, some sad reading for everyone, so please bear with me.
As most of you know, I left UKonline to try and join Sky's 16 meg max service, UKOnline kept their word, and cleared my line of their service and tag on Monday, 25 September.
On the next morning, checked and confirmed with BT Wholesale that my line was indeed clear, so at 8-30 am, rang Sky, and Sky person Nick took the order, he rings back at 9-55, to confirm order OK, and I thank him, and left him to sort things out his end.
At 10-30am, Sky girl rings me, saying that BT has rejected the order. I ask why, she says because two orders were submitted by sky to BT, so they (BT) rejected it.
From this moment on, total nightmare, so be warned!
It transpires, or so I'm told, that the guy who took my order was way from his desk, and tried to enter my details from memory, eventualy having to ask someone else to obtain more of my details from my sky tv account, hence the **** up, and two orders being presented to BT wholesale?
I'm now told that a third person has become involved, and a proper order has been passed and accepted by BT, and to go live in the Birkenhead exchange on the 5th of october, wonderfull says I, but sadly no.
I'm informed that sky use two internal computer systems, Penfold and Cordiant, and unless these two systems both confirm the same details, that although the equipment is live at the exchange, 16meg LLU placed by easynet on behalf of SKY, that Sky would now treat this as a ghost order, and not allow any connection to it either internally or externally, meaning that the suppliers of Sky's routers would not now dispatch any equipment to me, so still dead in the water connection wise.
I'm told to ring order status line each day, which I do, to be told a multitude of excuses, lies, and michief, all of which means I'm still without connection, and stuck at an impass, as no one at Sky will request BT to remove the installed equipment at the exchange, and allow me to re-submit my order to Sky sales.
8 managers were supposed to do a cease order on my order and line via the echo system ISP's are supposed to use, nothing happens!
Sky staff love emailing each other, the front line guys are unable to do anything, so have to email managers, who are supposed to talk via email to the provisioning team in the Sky back office, nothing happens.
Two weeks are now past, I speak to a guy called Joe, part of Sky's SRT team, who's job it is to deal with cases like mine, his hands are tied, the system is too complex, and after I ask him about manually overiding the two internal systems, Penfold and Cordiant, am told this can't be done, no one can do this?
I write three recorded delivery letters to Sky's customer services, dated 2nd, 3rd, and 6th october, no replies to any!
Now, by special delivery,costing £4.50p, I send all the details to James Murdoch, Sky's CEO in London, asking for help, and to request his involvement to move past this block facing me via his Livingston staff.
I'm still without service, and now it's Friday, 20th October, I'm now told by Joe that BT have removed the equipment, but, I can't place my order after all?
I'm informed that the dreaded Sky computers are saying the exchange is full, so the only service I can have from Sky is it's connect service, no, no way says I, how can it be full when Joe admits there are 10 cards showing at the birkenhead exchange, including the one I've just come off, so how can it be full?
Enough is enough, I rang BT and placed order for it's total broadband at 4pm, and will go live on the 27th of october, this coming friday.
I'll be getting the full 8 meg as I'm so close to the exchange.
So folks, if you've made it this far, treat what I've stated as a word of warning before you too fall into any problems with Sky!
__________________
Dave
Last edited by zrerz; 21-10-06 at 08:59 PM..
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