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    Absolutley ****** off!!

    This is a discussion on Absolutley ****** off!! within the Sky Broadband help forums, part of the Sky Broadband help and support category; So i ordered sky talk and broardband unlimited on the 21st Aug. I needed a brand new phone line, so ...

    1. #1
      lethagized's Avatar
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      Absolutley ****** off!!

      So i ordered sky talk and broardband unlimited on the 21st Aug. I needed a brand new phone line, so was given a date of 9th september. That day came and went with no engineer ever coming, and after having a moan to the customer services, an engineer came round the following day to install the line. After installing this line, he said there was a fault between the cabinet and the pole and that a specialist engineer was needed to trace the fault.

      So i got a txt message a few hours later off sky saying, "we're currently working on a fix for you phone, we will contact you as soon as we can" I didn't hear anything, and after struggling to get the customer services to understand what was going on, and being passed from dept to dept and even hung up on twice, i finally had someone explain that "there is nothing we can do, we will just have to wait until BT fix the fault", so i wait some more.

      Roll on a few more days, and we're at Friday the 17th sept and i get another txt message saying "we have insufficient information to progress dealing with your fault, please call sky on 08442 410096, so i phoned them immediately and waited for 20 mins to talk to a tier 2 support guy. I told him the whole story and to my utter dismay, i was told that there is no record of an engineer looking at your fault and so he promised that an engineer would be looking at the fault on monday 19th Sept (today) at 08.30am, and that someone would call me on my mobile between 13.00 and 14.00. I've waited in all day just like the other days when i've been expecting someone. Nobody has visited, nobody has phoned, and my phone line is still dead and the first bill is due in 2 days.

      The service has never worked, no dial tone and no bb, so i'm obviously not paying a penny, i'm just so disgusted in the whole thing to be honest, i'm really ****** off and angry that a company this big could be so incompetent.

      What else can i do except be passed from dept to dept, and spend hours on the phone, just to be told "there is nothing we can do", or "we will book and engineer" etc etc This is twice they've promised an engineer, and it's twice the engineer has failed to turn up.


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    3. #2
      reddwarfcrew's Avatar
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      Re: Absolutley ****** off!!

      It's very frustrating when these things happen. As you'll know from what you've posted that the problem needs to be fixed by BT. Now whether the problems with getting an engineer out lie with Sky or BT is impossible to say.

      I'd (calmly) pen an email to Jeremy.Darroch@bskyb.com so that their Exec Support Team can get involved. They'll not only ensure that the problem is sorted but also ensure that you are billed appropriately and normally recompense you for your troubles. As I say, a calmly written email clearly outlining what you've had to go through

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      lethagized (20-09-11)

    5. #3
      lethagized's Avatar
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      Re: Absolutley ****** off!!

      Thank you very much fella. I have sent him an email and await a response.

    6. #4
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      Re: Absolutley ****** off!!

      Just called sky again and waited another 20 mins to get through. The fella said that a BTO engineer has indeed looked at the fault today and has closed the case because the line hasn't been commissioned or something along those words. The sky cs agent took my mobile number and said he would call back after speaking to BTO (for which i was reluctant to hang up as i felt it was a blind off), but he actually called back 5 mins later and told me that even the BTO engineer was puzzled as to why an engineer wasn't actually called to my house.

      I have another appointment for this wed between 08.00 and 13.00. I shall cross all fingers and toes and prey he does turn up because i don't know how much more of this phoning about i can take.

      I would move to virgin in a heartbeat if they didn't traffic shape, that's the reason i left them in the first place. Was brilliant with blueyonder, but since VM took some control, it all went downhill so i went with o2. I would even stay with o2 if they didn't insist i take out one of their new packages with a FUP on a new line

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      Good luck. From what you've said it does sound as though the issue is with BT (well Openreach technically) not doing their job correctly so hopefully once they get their arses into gear you won't have any issues with sky themselves!


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    8. #6
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      Re: Absolutley ****** off!!

      Quote Originally Posted by lethagized View Post
      Just called sky again and waited another 20 mins to get through. The fella said that a BTO engineer has indeed looked at the fault today and has closed the case because the line hasn't been commissioned or something along those words. The sky cs agent took my mobile number and said he would call back after speaking to BTO (for which i was reluctant to hang up as i felt it was a blind off), but he actually called back 5 mins later and told me that even the BTO engineer was puzzled as to why an engineer wasn't actually called to my house.

      I have another appointment for this wed between 08.00 and 13.00. I shall cross all fingers and toes and prey he does turn up because i don't know how much more of this phoning about i can take.

      I would move to virgin in a heartbeat if they didn't traffic shape, that's the reason i left them in the first place. Was brilliant with blueyonder, but since VM took some control, it all went downhill so i went with o2. I would even stay with o2 if they didn't insist i take out one of their new packages with a FUP on a new line
      I'm still on the old o2 8Mbps unlimited package, and they've not tried to make me upgrade either
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

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      Re: Absolutley ****** off!!

      Quote Originally Posted by IWasNotTheEnemy View Post
      I'm still on the old o2 8Mbps unlimited package, and they've not tried to make me upgrade either
      I was very happy with O2's service. Was by far the most enjoyable experience out the lot, but the reason i didn't go with them is because i wanted to keep the package i was on when moving house and transfer it to a new line. O2 insisted i either pay for my own new line, then get it transferred, or take out one of their home phone deals and start on a new contract with a FUP.

      Sky were offering the same package as the old O2 one with a 10 line installation fee so i went with this instead.

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      Re: Absolutley ****** off!!

      Quote Originally Posted by IWasNotTheEnemy View Post
      I'm still on the old o2 8Mbps unlimited package, and they've not tried to make me upgrade either
      If you ring o2 to ask for a MAC they will offer you a fiver per month discount to stay, but you have to commit for a further 12 months.




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    11. #9
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      Re: Absolutley ****** off!!

      UPDATE: Openreach have been round and fixed the problem.Took him less than half hour. He plugged his oscillator in, went off to the cabinet and returned 15 mins later, plugged his fancy computerised hand held gadget into the socket and got it all working. It's a real shame the Kelly Communications guys don't have the access or training required to perform these tests as it would have saved me hours of phone calls and wasted time.

      Now because my broardband was activated long before i could actually use it,sky have already completed these line tests on the 16th to get the most from the line, so i want them to redo the test and put me on a gamer profile. Current stats are shown in the pic, but i'm hoping to get at least 6mb speed, then once that's all sorted out, i'll dig my trusty little DG834GT router out and get that working.That worked flawlessly on O2 and i'm hoping it will on Sky too. I also found out from the customer service guy that i'm on a non SVBN, Is that good or bad? I've got sky line rental so i should be right?

      How do i know what package i'm on? It says in My Sky ID 'unlimited', but i want to be sure they haven't put me on Access.Is there a definitive way of finding out?
      Attached Thumbnails Attached Thumbnails Absolutley ****** off!!-router-stats.jpg  
      Last edited by lethagized; 21-09-11 at 03:07 PM.

    12. #10
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      Re: Absolutley ****** off!!

      As that stands you're on gdmt and won't be getting any more. Is that from the test socket?

      And you're not on Connect, you're on the LLU service
      -------------------------------------------



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