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    Polite persistence might get you somewhere....

    This is a discussion on Polite persistence might get you somewhere.... within the Sky Broadband help forums, part of the Sky Broadband help and support category; Background: Ordered mid August, router received a week later and my original activation date was due on the 30th. I ...

    1. #1
      tuffjam's Avatar
      tuffjam is offline Sky User Member
      Exchange: High Wycombe
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      Polite persistence might get you somewhere....


      Ordered mid August, router received a week later and my original activation date was due on the 30th. I received a letter on the 29th asking me to contact sky as there was a problem. New activation date given for the 7th September (black Thursday for Sky apparently....). This came and went until my existing provider was cut off on the 12th. I was then given a 3rd activation date of Sunday 17th Sept which came and went. My line still wasn't activated this morning so on the advice of other posters on this forum I contacted Provisioning this morning.

      I called what I thought was provisioning, held for 20 mins and the woman told me I needed Tech Support. So I called TS on 08705 515 515 option 5 and was pleasantly suprised when the call was answered almost immediately.

      A friendly guy answered and I explained my issues (past 3rd activation date on Sunday and line ceased for a week). I also told him that all the router lights were on which he was a bit surprised at. He needed to put me on hold so that he could speak to provisioning (!) to see what was going on with my line. I was on hold for about 25 minutes but to be fair, he did keep coming back to me to check I was ok to hold. Oh the joys of speakerphones at work

      Eventually he said he's been through to 'Brenda' in provisioning who in turn was going to e-mail BT to find out what was going on. And that was that....Or so he thought. I spent a year working in a call centre dealing with technical queries and complaints and in my experience I found that if someone was polite but firm and persistent but not irritating, it often got results. So that's what I did. I told him that I knew his hands were tied and he had little information he could give me but I felt let down that nobody within Sky appeared to want to take any responsibility to fully resolve my issue. I know that BT have let Sky down massively by not being able to cope with the demand but up to now I've been very patient. However, having been given 3 activation dates that have come to nothing and been without Internet access at home for a week with no resolution in sight, something had to be done.

      All of this was done in the nicest possible way, all the time empathising with his difficult position. He accepted my points and asked if I would mind holding so that he could speak to his Team Leader. Hey, I wasn't about to give up at this point so of course I was happy to hold! When he came back a few minutes later he said that his Team leader was escalating the issue for me. I asked what this involved and he said that they would contact BT for me today and someone would get back to me. Again I told him this wasn't good enough in the circumstances, thanked him for his help and asked if it was possible to speak to his Team Leader. Surprisingly he said yes and a few more minutes on hold later, a lady came on the line. She had been briefed on my situation (always a good start) and once more apologised for my delays. She again started down the route of saying that the delays were with BT, they would escalate the issue but I would have to leave it with them. Again I told her that was fine but I wasn't happy with her being so non-committal. Eventually she agreed to get the Operations Manager (whose name I have) to call me on my mobile tomorrow to update me on how the 'escalation process' is going.

      We'll see but I'm at least happy that someone, after a bit of grinding down, seems to have listened to me and accepted a bit of personal responsibility to follow through and resolve my problem.

      This whole process took me about an hour and a half.

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    3. #2
      Wheelie's Avatar
      Wheelie is offline Sky User Member
      Exchange: Stanmore LWSTAN
      Broadband ISP: Max
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      Thats very good news so lets hope the effort was worth it and they get you sorted out sooner rather than later.

      Keep us posted

      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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