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    sky broadband customer service.

    This is a discussion on sky broadband customer service. within the Sky Broadband help forums, part of the Sky Broadband help and support category; well 5 days have come and gone. no mac codes, no mail no text. This companies staff and management stink. ...

    1. #11
      coreservers's Avatar
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      Re: sky broadband customer service.

      well 5 days have come and gone. no mac codes, no mail no text.
      This companies staff and management stink. It's now a formal complaint to ofcom. But I STILL do not have my mac codes. All I want is a service that makes my paying microsoft live and online flightsimming possible.

      And how conveneint, theres no record on the system of my request. Useless bunch of idiots!
      Lies and misleading advice seem to be the norm at sky these days.
      I have demanded them by 5pm Monday.


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    3. #12
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      Re: sky broadband customer service.

      Asked for mac code and cancelled my connect on 29th, 3rd letter came saying sorry u leaving blah blah if you want mac code phone cs , phoned to complain that id asked for mac code on mon, after 1.5 hours on phone including being cut off and phoning back speaking to 4 diff cs reps was told: 1: i will need to wait another 5 days, 2: no you will get it in post in next 2 days( we dont get post on sundays i remind them) 3: im sorry i dony know what you are asking for, 4: my original request was rejected by our it system as my phone number cant generate a mac code; 5: i have emailed IT and they will get back to you within 2 days, so despite telling each cs rep about ofcom and 5 days im still waiting to hear oh and no they cant tell me over phone or text it or email me it the computer generates it and sends it by post

    4. #13
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      Re: sky broadband customer service.

      Not producing a MAC within the 5 working days, is a breach of Ofcom's code, unfortunately Ofcom are about as powerful as an ashtray and would only act on this if there were loads of complaints.

      As a single complaint it's pointless contacting Ofcom, the more people that do complain, the more chance that Ofcom can actually do something to get all those ISPs that mess people around with MAC's brought back into line, the better.

      Hate to say it but don't do what the majority do, go and report them. The rules have been there for years, they should be able to follow them by now.




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    5. #14
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      Re: sky broadband customer service.

      Quote Originally Posted by coreservers View Post
      well 5 days have come and gone. no mac codes, no mail no text.
      This companies staff and management stink. It's now a formal complaint to ofcom. But I STILL do not have my mac codes. All I want is a service that makes my paying microsoft live and online flightsimming possible.

      And how conveneint, theres no record on the system of my request. Useless bunch of idiots!
      Lies and misleading advice seem to be the norm at sky these days.
      I have demanded them by 5pm Monday.
      I take offence to you saying we all tell lies...you might want to watch what you say...
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    6. #15
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      Re: sky broadband customer service.

      He doesn't say that you "all tell lies" he says that "Lies and misleading advice seem to be the norm at sky these days"

      Although I would take issue that it is the norm, it certainly does happen and if your the one it is happening to maybe you think it is normal, afterall that's your experience dealing with Sky.

    7. #16
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      Re: sky broadband customer service.

      but you can't paint us all with the same brush...

      and him saying 'seems to be the norm' means that, to him, we all lie...and i don't...
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    8. #17
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      Re: sky broadband customer service.

      Quote Originally Posted by IAmNotTheEnemy View Post
      but you can't paint us all with the same brush...

      and him saying 'seems to be the norm' means that, to him, we all lie...and i don't...
      I don't think you all lie either, but I know some have in the past.

      His statement says that it "seems to be the norm" means just that, it seems to be, not that it is the norm.

      I don't think he is wrong to say that, it is his opinion based on his experience recently.

    9. #18
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      Re: sky broadband customer service.

      but because of his experience, people will have preconceptions of calling Sky - expecting us to lie...

      he could've said that those he spoke to lie - but instead implied that the norm is for all Sky agents to lie, and i include myself in that assumption...he thinks i'd rather lie than actually try to help...
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    10. #19
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      Re: sky broadband customer service.

      You are making this too personal, he is not refering to you and with all the help etc you give users here I don't think many would.

      It is his opinion and he is entitled to it, he hasn't spoken to everyone in Sky so he could not and does not say that they all lie but it the feeling he has come away with after speaking to them.

      You and I both know that there are good and bad agents, some who will help and some who will do what it takes to either get a sale or end a call, he seems to have had one of those ones.

    11. #20
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      Re: sky broadband customer service.

      Sorry if you feel offended, but Sky have blatantly ignored ofcom regulations. Also claimed not to have my previous request, those are lies, that is my experience of dealing with sky customer support, it is the norm to me, I dont see many other "users" comnig on here and stating... ooh it's definately not the norm. (and I still have no mac codes.
      Sky Lied to me when I initially had the TV account set up, claiming I could get phone broadband and tv in one package, when I moved here. The was the subject of another formal complaint to ofcom, and resulted in me getting free TV and broadband for 3 months, as the lies on the sales department were upheld, So...
      1:- lies in sales department
      2:- lies in techincal support.... seems like a culture of lies in all departments to me, but that is just my experience (and seemingly others in other posts).

      Are you saying that if you are instructed by management to tell customers something you'd rebel, risking your job?

      I intended nothing personal, just getting angrier and angrier that certain staff either in the call centres here or in india, cant seem to perform a relatively simple task without lying

     

     
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