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    Waiting An Age For Sky BB

    This is a discussion on Waiting An Age For Sky BB within the Sky Broadband help forums, part of the Sky Broadband help and support category; The order status person I spoke to yersterday said that the Service Recovery team had just been created on Monday ...

    1. #41
      Murph's Avatar
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      The order status person I spoke to yersterday said that the Service Recovery team had just been created on Monday to deal with the serious cases.

      That being said it seems like these guys are sticking to the company policy in regard to keeping the customer in the dark.


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    3. #42
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      Thats a real bad policy
      Ray

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    4. #43
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      Just thought I'd update.

      The guy deleaing with my account is actually phoning me every day like I requested, but other than that nothing has changed.

    5. #44
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      But calling you to say he knows nothing new is a step up from never calling you

    6. #45
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      You think you've got probelms.

      I registered my interest in Sky Broadband two months ago. I finally managed to get through on the phone tody to see what's happening and was told that unfortunately due to the demand there is a long waiting list so I'd have to wait. They couldn't give me a time scale even though they have confirmed they are in my area. it's a bit disappointing especially as i told other s about this after i'd registered and they online already!

    7. #46
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      Quote Originally Posted by SAMBO99 View Post
      I was over 3 weeks past my activation date and had spoken to CS and the provisioning dept many times only to be told the same thing...ie its BT's delay not ours. During this time BT insisted they never had any order for my line and nothing showed up on the BT order tracker. I suggested sky resubmit my order but was refused saying BT had lied to me!!

      Eventually I wrote to the escalation dept and James Murdoch and guess what!! Next day a sincere letter of apology, credit to my account and an order suddenly appears on the BT tracker website! This was obviously no coincidence, sky have a problem with their ordering system in that some orders are not reaching BT when their computers are saying they have and its an impossible task to convince them otherwise!
      Hi SAMB099 can you please pm the details for James Murdoch and the Escalations department, I could not get this info from SKY, they told there is no formal complaints procedure and all complaints are dealt over the phone!

    8. #47
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      @hugsie
      True, that's a little bit of an improvement I guess

    9. #48
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      Well the service recovery (SR) team guy seems to not like talking to me any more as he hasn't phoned me since Wednesday. Each day I have had to phone them to get a status report.

      But on the positive side according to the BT order tracker the CEASE has now been completed.

      It does make me wonder how this SR team is supposed to be different from the normal order status people. So far they haven't done anything other than parrot back to me whats on there screen and the only useful information I have gotten has been from the BT order tracker.

    10. #49
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      I almost had a heart attack on Tuesday. I was watching the football and the phones started to behave oddly given half rings and stuff. So I went up stairs and low and behold the connection light on the router was green and I was able to access the net. Only took them 61 days

     

     
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