To anyone considering Sky BB...
This is a discussion on To anyone considering Sky BB... within the Sky Broadband help forums, part of the Sky Broadband help and support category; I can only recommend that you do not move your BB service to Sky... the cusomter service is so bad ...
- 20-10-06, 12:46 PM #1
To anyone considering Sky BB...
I can only recommend that you do not move your BB service to Sky... the cusomter service is so bad I can not describe in words.
The breakdown on moving to Sky BB, from BT
5th September: BT service stops
6th Sepetmber: Sky Service supposed to go live....
11th September: Provisioning team inform they are not sure when the BB service will go live or the work will be completd at the exchange.... prospective date 30th October!!!! I work from home!
11th September: Cancelled order for Sky BB
It is now the 20th October and I have made 20+ calls, spent 27 hours on the phone, written 2 letters and guess what.... the Order for Sky BB is still "Pending Cancel' on my line.... holding my line up for ransom!! I can not order BB from anyone until they remove the order... after losing the will to live I thought OK, I just need BB so I'll ask Sky to complete the order.... but .... 'Sorry Sir, a new order must be raised which we can't do until the existing order is closed.....
In the past few weeks I have spoken to several supervisors.... who are unable to explain why this situation has arose. Sky do not there processes in place and the customer service teams are totally unhelpful
I'm currently on hold trying to get through to the CS team, I've only been on hold 21 minutes so far! The last update I received was from a senior CS person who informed .... 'Sky are not at fault, BT are responsilbe for removing the tag'!!!!! .... I supose I need to inform Sky what their procedures are again.
Avoid like the plague... if you do get issues with an order... this could happen to you!
- 20-10-06, 01:32 PM #2
Really sorry to hear your problems. i went through an almost identical scenario leaving plusnet for sky. In the end two things helped. Lodging an official complaint with ofcom and also the the ISP association.
Within 5 days their letters to plusnet forced a director to get involved with my cease issues and finally resolve the matter with their Tiscali carrier. I honestly believe i would still be getting nowhere with the tech guys if i hadn't done this.
Hope this helps or your matter is getting sorted.
- 20-10-06, 01:33 PM #3
Also the BT Wholesale team can help with LLU issues:
Tel: 0800 169 0934
Monday – Friday 8am – 6pm
Saturday – 8am – 12pm
- 20-10-06, 04:41 PM #4
Probably should have added.....
I raised a complaint with offcom 2 weeks, Sky never responded, I am now writing to the ombudsman ... Otello
I've spoken to BT Wholesale about 30 times the past month to find out if my line is clear... BT wholesale contractualy cannot remove the order of the line.... only Sky can cease the order....
FYI ...I've just received an update from Sky... the request to cease the line have all failed due to a techincal glitch!?!?! need to wait another 30 days for the process to complete
Someone lend me a rope
- 20-10-06, 04:51 PM #5
Im in the same boat as you ive been waiting 3 weeks for a line cease and 9 weeks with no internet due to sky, so i know just how ur feeling, and i rang sky today still no answers.