Most impressed

[spcdust]

I can add myself as a member of the Happy Sky Broadband club. Apart from a weeks delay on my activation day, which I was aware of, it's all gone smoothly. Got the router two weeks before activation, migrated over and now hitting speeds around the 10MB- 12MB mark. All for a tenner!

The one peice of advice I can offer is if your order is in with Sky, regularly phone Sky to check on its progress, maybe every couple of days.

Just as an aside - If you want to check your speed I'd recommend this no frills test as it seems to give an accurate indication of your download speed (I've found the speed test sites a bit random but that may be because I'm on a Mac and some Java based applications can give erroneous results for us Mac users):

www.btopenworld.com/speedtest

spcdust

Well I have been watching for forum for quite a while now and after all the horror stories I was a touch worried!

I got my code and so rang them up (straight through!) ordered and got told my router would be here in 5 days and I would be activated in 10 days.

Anyway no router in 5 days so i rang them up (straight through again!) got told that I needed to give them my MAC code. I had already so thought here we go.... anyway gave it them again.

Got a call (and a letter) a couple of days later saying your router will be with you on saturday and to say sorry we'll knock a tenner off your bill. I was amazed when it arrived on saturday (I wonder how much that cost them).

Got my activation date though and it all happened when they said.

Other than the minor hicup with the MAC code I was very impressed with the service, especially them keeping me up to date. Yes the router was late, but they phoned me about it and gave me £10 so I can't argue with that! In the end they were only 3 days outside the activation window and I am currently enjoying 16mbit!

So in this instance hats off to sky!

[Wheelie]

Welcome to the site RedRasper

Please register as it will make it easier to follow your posts thanks

Well that is a great bit of news lets hope no more glitches

Good luck

[Cherimoya]

Whilst I can understand some peoples orders going smoothly and others having major problems, what I can't understand is the differential experience people seem to be having with SKY CS. About 10% of people seem to be being kept informed, being proactively rung, sent emails, offered compensation, having their issues resolved - the rest of us are being lied to, fobbed off, given never ending broken promises etc.

Why?

[hugsie]

I am afraid there will always be an aspect of pot luck when dealing with call centres. The front line staff in particular are underpaid with many productivity targets and not enough quality checks. This means that while many staff take their role seriously, there is always some who are doing the job with no interest in giving good service and will do whatever it takes to make there day easier. If that means not calling someone back or lying about a situation rather than admiting they do not know or giving bad news they will. They will refuse to give their name or give a false one. They will cut you off if you put them on the spot.

Another trick I have seen used is wehn their phone auto answers a call, they press mute. They can here you saying hello like an idiot and you can hear nothing! you get fed up and hang up. They have had a little break while a supervisor looking on the system would see them on a call.

[Cherimoya]

I can understand that is possible but it appears more systematic than that. It' s almost like there's a trip point with an order which if it has, say, more than one problem causes it to disappear into a black hole which Sky's systems are incapable of extracting it from.

ie if it goes well, it goes well, if it goes wrong, it goes horribly wrong.

[The Doctor]

hungrymackem good to see you are up and running and happy with your service