Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Results 1 to 4 of 4

    Response times for CST?

    This is a discussion on Response times for CST? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Been reading up that the structure of Sky Broadband customer services seem to have changed in that Tier 1 are ...

    1. #1
      ufo's Avatar
      ufo
      ufo is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky+
      Join Date
      Nov 2010
      Posts
      67
      Thanks
      0
      Thanked 1 Time in 1 Post

      Response times for CST?

      Been reading up that the structure of Sky Broadband customer services seem to have changed in that Tier 1 are now first line (as previously), but Tier 2 and Tier 3 are now the CST.

      Previously, it wasn't so bad to get access to a Tier 2 for a little bit of extra help, with a long wait (usually) to talk to a Tier 3.

      But now that all seems to be further away than ever.

      Been quoted that after going through all basic troubleshooting, that if your case is escalated, you must wait up to 72 hrs for a response from CST. Since this, have also been told that it could potentially take longer to begin.

      My question then, what are the actual Sky response times now:

      e.g.

      - Instant for complete lack of connection?
      - 24 Hours for barely any speed?
      - 72 Hours plus for a slowed down connection?


      Anyone know?


    2. Advertisement
    3. #2
      User05's Avatar
      User05 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited
      Router: Sagem F@ST 2504n
      Sky TV: Sky+HD box
      Join Date
      Dec 2008
      Posts
      3,030
      Thanks
      0
      Thanked 171 Times in 164 Posts

      Re: Response times for CST?

      Average response times as of recent: 3-4 days.
      Longest response times: More than a week.

      Aim is 72 hours, but there is no guarantee due to a backlog of tickets.

    4. #3
      ufo's Avatar
      ufo
      ufo is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky+
      Join Date
      Nov 2010
      Posts
      67
      Thanks
      0
      Thanked 1 Time in 1 Post

      Re: Response times for CST?

      Okay thanks for the info, I was going to change my original post to include "SLAs" but you beat me to it by answering.

      Do these times you have mentioned reflect actual SLAs or just general guidance?

    5. #4
      User05's Avatar
      User05 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited
      Router: Sagem F@ST 2504n
      Sky TV: Sky+HD box
      Join Date
      Dec 2008
      Posts
      3,030
      Thanks
      0
      Thanked 171 Times in 164 Posts

      Re: Response times for CST?

      Just general guidance; there is no SLA as such. Advisors, via a system, get 'pushed' cases that have been escalated where they can review the relevant notes that have been left. Really just depends on when the case is picked up.

     

     

    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION