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    Message from the Sky Broadband Team

    This is a discussion on Message from the Sky Broadband Team within the Sky Broadband help forums, part of the Sky Broadband help and support category; Dear all This is a message from the team at Sky Broadband to all Sky User members. As you’d expect, ...

    1. #1
      Sky Broadband Team's Avatar
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      Message from the Sky Broadband Team

      Dear all

      This is a message from the team at Sky Broadband to all Sky User members.

      As you’d expect, we’ve been paying close attention to the comments made on this and other sites. We’re grateful to everyone who’s joined in with Sky Broadband so far and to all customers who’ve joined in the discussion here.

      Because Sky Broadband is just starting out, feedback from our earliest customers is really valuable to us. Please believe us when we say that we do read your comments and we take them on board to spot and try to fix any problems that arise.

      For example, we’ve been following reports from customers about problems accessing particular websites. As a result, we’ve tested access to over 40,000 sites and have worked with other network operators to make any necessary changes to their bogon filters. We believe this has resolved the issue but we’re keeping an eye on the forums for any new reports.

      We’re also working hard in terms of customer service. For example, after a review of our systems earlier this month, we fixed an issue that had delayed the delivery of routers to some of our first customers. Everyone should now receive their routers in plenty of time for their activation date.

      Here is an update on some of the other key areas that we’re working on:

      Registration

      Anyone who registered for Sky Broadband before 20 September should now have received an invitation to place their order. If you’re not covered by our network at the moment, this would be an invitation to order Sky Broadband Connect. For people who’ve registered more recently or are thinking about doing so, it takes us around a week to send you the invitation email at present.

      While we understand that some people might have preferred to be able to sign up for Sky Broadband straight away, we think the registration process has been the fairest way to respond to initial demand. With such high levels of interest expected, we felt that taking orders from everyone at the same time would increase the risk of disappointment for some.

      Activation

      After your order is placed, it currently takes around 10 to 15 working days on average for your line to be activated. We’re aware that for some customers the wait has been longer and we’re working to clear the backlog as quickly as possible. Reducing the average migration time is one of our biggest priorities and we’re working with BT Openreach to ensure that performance improves in this area. BT has agreed to dedicate more staff to the issue and both companies are committed to making this better.

      Network coverage

      We’re installing equipment in more BT exchanges so that more people can get Sky Broadband Base, Mid and Max. Already, more than one in three homes across the country are covered by the network and we’re planning to reach more than half of all homes by the end of the year. If you’ve got Sky Broadband Connect now, we’ll get in contact with you when your local exchange goes live so you can save money by choosing Base, Mid or Max.

      Sky email

      We’re aware that some customers have reported intermittent problems when logging into Sky email accounts. We’ve made a number of adjustments and believe this is now rectified. Please call Sky if you experience any difficulty.

      Getting through to us on the phone

      We expected a big response to the launch of Sky Broadband and we took on more than 500 extra staff in advance of our announcement. Nevertheless, this has been a very busy time for our call centres and we’re very sorry if it takes longer to get through to us than you’d like. Much of the work that we’re doing to improve the activation process will help to reduce pressure on our call centres and soon we’ll be introducing an online ordering system for Sky Broadband. In addition to offering an alternative way to sign up, this will help to free up more staff to deal with your queries.


      Dropped connections

      In some threads, customers have reported that they’ve intermittently experienced dropped connections. After investigating this, we’ve made some changes to the network configuration which should resolve this issue in most cases. We’re working on a further fix to address any ongoing occurrences.

      Apologies for the very long post, but we wanted to outline some of the things that we’ve done in response to your comments and other things that we’re working on. We’ll keep listening to your feedback and we’ll give further updates.

      Thousands of people are now up and running with Sky Broadband and, just as we watch out for any problems reported here, we love reading the threads where people discuss the great speeds they’re getting or the money they’re now saving. It gives us a buzz to know that and it makes us even more determined to ensure every customer has a great experience.

      Thanks again to all Sky Broadband users and especially to those customers who’ve given their time and expertise to encourage others.

      Best wishes

      The Sky Broadband Team


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    3. #2
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      Welcome aboard to skyuser.co.uk and thank you very much for an explanation.




      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

      Follow us on Twitter @skyuser

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      Welcome to the site Sky Broadband Team

      We appreciate your posting on the forum.
      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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      LOL .Well they havn't tried to access ebay or any Microsoft sites then, still no access here

    6. #5
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      Brilliant - I can now access the websites in question for the first time.
      Thanks

    8. #7
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      Well I am pleased to see you can I am still unable to and thats 3 weeks I have been connected
      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

    9. #8
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      It is genuinely nice to see the Sky broad band team do read these posts. After all, it is an unofficial forum. It is slightly annoying however, that you make out that 'a few people' this and that. There's an awful lot of problems at the moment.

      Incidentally - do any of you staff try to 'mystery shop' your own tech support team? Just to see what real customers have to face? And/or do you actually use the recordings of the calls for training purposes?

      Just wondering......

    10. #9
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      Great to see an official response. I registered and received confirmation of registration back on 18/07, but yet I haven't had my invite. Eventually they admitted my registration was lost so I had to re-register on 26/09. So it means I should get my invite any day if their posting holds true.

      @boycroft - sky are probably right to say a few people as the number of unahppy people on this forum probably forms a very small % of total customers. It's just very annoying if you are 1 of the few. Anybody know roughly how many unhappy customers there are on here compared to the total customers sky has signed up?
      Last edited by reddwarfcrew; 04-10-06 at 04:29 PM. Reason: corrected some wording as it didnt read correctly

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      No idea and I wouldn't like to hazard a guess either.

      Its safe to say though that the most vocal members on here are the ones who are having real problems not minor ones as most seem to be having.
      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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