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    My Formal Complaint

    This is a discussion on My Formal Complaint within the Sky Broadband help forums, part of the Sky Broadband help and support category; Sky Subscribers Services Limited Customer Care Department PO Box 99 Livingston West Lothian EH54 7PR 21 October 2006 Dear Sir/Madam, ...

    1. #1
      Chalky's Avatar
      Chalky is offline Sky User Member
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      Angry My Formal Complaint

      Sky Subscribers Services Limited
      Customer Care Department
      PO Box 99
      West Lothian
      EH54 7PR
      21 October 2006

      Dear Sir/Madam,

      Sky Broadband Formal Complaint

      I am writing to inform you of the recent issues I have experienced with your Customer Services Department (CSD) and Broadband Technical Support (TS) team in resolving a problem I am having trying to obtain your Max package.

      I will set out my situation as a chronology:

      14 September
      Placed order for Max package and informed that an engineer would call to install unit on 16 September, no engineer came.

      16 September
      Called Sky, informed that no such order existed and my account was showing pending cancel.

      18 September
      PROVIDE order for LLU LINE SHARE PSTN on my line for completion 27 September
      CEASE order for BT IPSTREAM MAX placed on my line by Sky for completion by 2 October

      27 September
      Existing Broadband service provided by BT Openworld stops, rang TS informed status was still pending cancel and that this could take 30 days from original date.

      3 October
      Sent email to broadband customer services outlining my problems asking for some response

      4 October
      Called TS informed that another CEASE order was placed by John Stelling of Service Recovery Team and that this would be completed by 15 October.

      5 October
      Received an email response to my email on 3 October saying that they were happy I had changed my mind about cancelling!! Obviously not having read my email as this was not the case.
      Responded stating I had not asked to cancel this and asking when I can expect the matter to be resolved

      13 October
      CSD finally respond to my email of 5 October informing me they cannot stop the cancellation process.
      Responded to Email stating the following “You are not listening (reading my emails) I have been told that this has now been passed to your Service Rectification Team to resolve (Hmm) Over 30 days have passed since the original cancellation request and indeed a further 10 days have passed when another cancellation was logged!!!

      I just want someone to talk sensibly to me and tell me if and when I will get my broadband otherwise I will have to get it elsewhere and possibly cancel ALL my accounts with you.

      PLEASE get someone to call me!!”

      17 October
      Received response from CSD to my email of 13 stating that all has now been resolved as follows “Thank you for your recent enquiry regarding Sky Broadband. Firstly, let me apologise for the difficulties you've had recently and for any inconvenience caused. I have checked your account and it seems that matters have now been fully resolved. I hope that this is the case and you don't experience any further problems.
      Spoke to Provisioning and my account was still Pending Cancel
      Spoke to CSD who said an email was on its way confirming that my line would be cleared by 20 October, they gave me a reference of XXX. This email was never received.

      18 October
      Spoke to John Stelling who said that he is monitoring my situation daily and would ring me when the matter was resolved.

      19 October
      Spoke to BT Wholesale who confirmed to me that Sky had a marker on my line re LLNDXXXX and that Sky should be are able to provide Broadband
      Spoke to TS (ID 6JS10) informed them of this latest information and was told that this would be passed to the IT specialists to fix and expect a call back.
      Emailed customer serviced and informed them of the situation

      20 October
      Spoke to Order Status (ID- 6AH09) who said that no such CEASE order is shown on my account despite having been entered on the system on 4 October
      Received an email from CSD who said that they have asked for an urgent update from TS and would call me back, no such call has happened.

      The above, although long, is a summary of events and does not reflect the fact that I have been on the phone daily trying to get some resolution on this matter.


      1. I am stuck between a rock and a hard place in that I have no broadband, do not know when I might get it and cannot go anywhere else because of your marker.

      2. It is costing me a fortune ringing your premium rate lines and having to wait extraordinary length of time before getting through.

      That is a brief summary of the facts as I see them. The problems I have faced have not been helped by having to deal with a different person every time I call. On occasion an agent has been particularly unenthusiastic, which only added to my frustration. Not having been called back once, despite being promised a call-back every time I have spoken to an agent is, frankly, a disgrace.

      I have found that the internet user forums that have sprung up because of the issues that are afflicting Sky Broadband have been an excellent resource. I just wish your CSD and TS were as helpful.

      I look forward to receiving a response to my concerns. I am also expecting to be compensated for the large amount of time I have spent on the telephone trying to find someone at Sky willing and able to help me.

      Yours faithfully,

      CC: james.murdoch @
      stephen.carter @
      editor @
      watchdog @

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    3. #2
      SatDish's Avatar
      SatDish is offline Site Founder
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      a very detailed complaint there Chalky i would be interested to see the response to it
      "To help would be a great adventure"

    4. #3
      Alan b's Avatar
      Alan b is offline Sky User Member
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      A superb letter but my guess that if Sky did reply it might a bog standard "we are sorry about your difficulties" mail. I hope I am wrong in that Chalky gets a equally detailed reply.



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