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    Aaaarg! Still no activation!!!!

    This is a discussion on Aaaarg! Still no activation!!!! within the Sky Broadband help forums, part of the Sky Broadband help and support category; OK, so in summary: 1. Signed up in August, got my letter around the 18th. 2. Waited patiently, got a ...

    1. #1
      sibodg's Avatar
      sibodg Guest
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      Angry Aaaarg! Still no activation!!!!

      OK, so in summary:

      1. Signed up in August, got my letter around the 18th.
      2. Waited patiently, got a letter saying there was a 'problem' with my connection.
      3. Rang sky, was told it had been put through again and that it was the 7th. Apparently BT had found an 'incompatible product' on the line.
      I wondered if it was my Scottish Hydro-Electric Talk phone package, but was assured it wasn't. Checked if a BT line was a requirement in the Ts and Cs, but no.
      4. Got a letter confirming 7th was the activation day.
      5. 7th Came and went, got a letter confirming there was a problem with the Sky Router, that I should have received before the 7th. Confirmed 10 rebate, plus delivery on the 9th.
      6. Router came on the 9th, but still no Sky BB. Still had Zen though.
      7. Was assured time and time again, that the transition would be smooth, that Id have my old broadband right up to the activation of my Sky.
      8. Time dragged on, first Friday was the new revised activation day. Then by the end of Friday, "By Monday at the earliest".
      9. Monday came and went, still no activation. Still on Zen though.
      10. Found the BT wholesale number in here, and rang it. They confirmed that yes, I had a deactivation (cease) for Zen but no order to provide!
      11. Complained to Sky, but they assured me it was not going to show on Bts system as it wasn't theirs.
      12. Zen still worked at home right up till around 9pm, when it died.
      13. Confirmed with Zen that it was deactivated, no Sky Broadband though!
      14. On the wednesday (13th), I continued to contact Sky - they had no idea why I hadn't been activated yet apologised, would escalate it.
      15. Thursday the 14th, still no Broadband at all, Sky could still not tell me anything, still no callback from the 'management'.
      16. Friday the 15th, rang BT again, found out a Provision for LLU Line share had been raised, but on the 8th. 8th??? Sky claimed that it was not raised by them, but BT must have been slow putting it on the system. That'd make it nearly a month slow! Provision was set to close on the 18th for that call.
      17. All weekend, still no broadband. Sky escalated it again on the Friday as I was most unhappy that I was being messed about. Promised a manager was to e calling me on Saturday at the latest. Nothing happened.
      18. Today (18th) rang Sky to find out again what was going on, they apologised. Spoke to the girl who'd escalated my call the first time, she apologised and assured me she'd done everything appropriately. Said she'd escalate it again. BT told me that the provision for LLU line share was to be closed today (by midnight).
      19. Still no broadband when I returned home. rang Sky again, complained that I was getting nowhere, asked why Sky still have no updates for their customers, why can I ring BT and get answers hen Sky could do just as easily and then have information for their customers first.
      Customer service rep was friendly, said she'd escalate again - though I hold out no hope. Said their senior management should be doing more to help them help us.
      20. STILL NO SKY BROADBAND!!! It's just gone midnight, and I still can't connect to Broadband.

      Tomorrow will mark my first full week without any broadband, and the Thursday my second week since provisioning was scheduled. BT have even passed their own privisioning schedule based on what BT wholesale told me.

      I'm seriously considering dumping the lot, sending the Sky box back and cancelling Sky altogether, as frankly, although Sky aren't necessarily at the root cause here, it's their responsibility to keep the customer informed. So far they seem to be just ignoring my requests for more information, and not chasing up the orders.

      I appreciate they are overwhelmed, but that's their problem, not mine.

      I want to pay them to offer me a service, but they so far are causing me more inconvenience than I feel is reasonable.

      I will be writing to Sky's senior management asking for some sort of explanation, and to explain how offputting this experience is.

      It's like BT are deliberately trying to make it as hard as possible to change to LLU based ISPs just to deter customers based on poor experience.

      Those of us in the same boat, why don't we all complain to Ofcom or something like that?


      Anyway, I'll keep you updated.


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    3. #2
      NewsreadeR's Avatar
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      Sorry to hear all that, if it is any consolation Satdish (sitefounder) got connected today 18th, after having been told 8th, then 15th and then finally he came home from work tonight to his nice shiny new connection.

      The problem with Sky now, has to be communication. They have their own website, they have ours at their disposal and still no updates for their customers.

      Bear with them, as i feel they are going to succeed and be one of the major players in delivering broadband (i aint even with them yet) I signed up over the phone 2 weeks ago and heard nothing since.

      Just a waiting game, and BT need a kick up their backsides as well




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    4. #3
      sibodg's Avatar
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      OCTOBER 5th!!!!!!!!!!!ARRRRRRGGGGGHHH!!!!!!!!!

      I phoned BT today, they now say that it's October 5th for the work to be completed.

      Pushed back by 2 and a half weeks FOR NO REASON!!!

      I am now on the phone to Sky to ask to spek to a manager NOW or I will cancel the whole thing.
      Last edited by Wheelie; 19-09-06 at 12:14 PM. Reason: Please do not quote the preceding post. Please use QUOTE sparingly if you wish to aim a reply at a user then please use @User Name this helps us to keep the forum tidy and posts more compact. Thanks

    5. #4
      sibodg's Avatar
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      AARG! No managers.

      Quote Originally Posted by sibodg View Post
      I phoned BT today, they now say that it's October 5th for the work to be completed.

      Pushed back by 2 and a half weeks FOR NO REASON!!!

      I am now on the phone to Sky to ask to spek to a manager NOW or I will cancel the whole thing.
      OK, looks like I'll have to write in, is there an address to write to, to get to someone senior?

      Had to wait half an hour. No managers available, no one can help, all I get is 'sorry I'm escalating it' again.

      As I said above, I'm going to cancel my Sky subscription and Broadband order if nothing moves on by the weekend.

      I know it's probably not Sky's fault, but they need to be putting the utmost pressure on BT do DO somthing, and communicating clearly with their customers, rather than forcing them to have to keep ringing up (and the 0800 number isn't working again).

      I kmean, a month delay, no broadband for 3 weeks of that, and no information comming out of Sky themselves other than 'it's BTs fault'.

      I just can't get ANYWHERE with Sky, they can't tell me anything, all they have is 'in progress' since the 31st of August, and they can't even put me through to a manager. Escelations seem to disappear into the ether, and no feedback is given.


      Why did I even think it was worth the switch? At least my Zen just worked, and I had information and feedback when I asked for it

    6. #5
      Ex Bt loves Sky BB CS's Avatar
      Ex Bt loves Sky BB CS is offline Banned
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      erm you would be better emailing james.murdoch @ bskyb.com

      edit: have spaced the email out so spambots dont pick up on it

      NewsreadeR
      Last edited by NewsreadeR; 19-09-06 at 03:14 PM.

    7. #6
      Annie UK's Avatar
      Annie UK is offline Sky User Member
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      That's what I said

      Were did my original post go ????????????????
      Last edited by Annie UK; 19-09-06 at 12:20 PM.

    8. #7
      boab2791's Avatar
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      I gpt through on the 0800 to Order Staus after a 20 minute wait of listening to crap background music. Still no help to me though, bt spotted the email address I was looking for in this thread so I'm going to send him a email of complaint about this whole fiasco.

    9. #8
      Wheelie's Avatar
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      @anniebrion

      I removed it this is a broadband forum if you want to talk about Sky+ etc use the correct forum please.
      Ray

      Some Advice.. Its always advisable to inform your old ISP as soon as you have migrated that you have moved.
      ______________________________________

      If you would like to know the straight line distance to your exchange then
      click here
      Would you like an idea of the possible speeds you will get with the Max Package then click here or for the Connect Package then click here

    10. #9
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      I was talking about how to get your problems seen by a department that is high up I only addded the Sky+ bit as an example as well as my BB example.

      The post was totally on topic!!!! If you don't want my comments on this forum just say and I'll leave

    11. #10
      Wheelie's Avatar
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      I don't recall saying your comments are not welcome and putting an email address in a post and saying it will dealt with by a special team and give you VIP status and it had nothing to do with SkyBB but was all about Sky+ problems so as far as I am concerned is nowhere near the topic or even in the right forum.

      Do you see Ex Bt loves Sky BB CS post being removed no and thats because his post was to the point.
      Ray

      Some Advice.. Its always advisable to inform your old ISP as soon as you have migrated that you have moved.
      ______________________________________

      If you would like to know the straight line distance to your exchange then
      click here
      Would you like an idea of the possible speeds you will get with the Max Package then click here or for the Connect Package then click here

     

     
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