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    Can you actually call Tier 3 ?

    This is a discussion on Can you actually call Tier 3 ? within the Sky Broadband help forums, part of the Sky Broadband help and support category; I've seen on various threads references to calling up Tier 3. I've never managed it - always being told by ...

    1. #1
      Mr Angry's Avatar
      Mr Angry is offline Sky User Member
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      Can you actually call Tier 3 ?

      I've seen on various threads references to calling up Tier 3. I've never managed it - always being told by the general help number that I can't speak to them and have to wait till they call me.

      I have an open ticket with them which has been going for over 5 weeks. They called 3 weeks ago to say they were sending someone into the exchange but since then nothing.

      Any help with numbers to call or tips to get someone to put me through gratefully received. Don't even mind if I have to hold for ages just want to actually speak to them.


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    3. #2
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      There is no way that they would put you through! As like they say

      "Sorry, We can only speak to Tier3 via a Note System, The General Public have to be contacted by Tier3 - We cant connect you to them!"

    4. #3
      Keiran2K8's Avatar
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      Also, Im sure they have email addresses, But im not sure who you get a reply from!

    5. #4
      nheather's Avatar
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      This is my informed guess.

      When Tier 3 have spoken to me they have been excellent (leagues ahead of the Sky staff). The lady spoke to me openly told me that she worked for EasyNet, not Sky.

      So I think this is a bit like the relationship between the non-LLU ISPs and BT. BT are providing a lot of the service but as a customer you have no contract with them only your ISP. So you have to feed all your communication through the ISP.

      In this case you have a contract with Sky and they have chosen to sub-contract this with EasyNet. Commercially this decision has nothing to do with the customer. Since the customer has no contract with EasyNet Sky will maintain (successfully) that you have no right to contact them directly.

      Hope you get to speak to Tier 3, they are very good and helpful.

      Cheers,

      Nigel

    6. #5
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      Jackson_50 is offline Sky User Member
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      Re:

      Hello, this is my first post here, but it will not be the last.

      Good guess nHeather, but thats not at all accurate. If someone from Tier3 told you that they 'worked' for easynet and not sky, youve missed the point. 'Worked' in that sentence is the operative word. Sky bought over easynet, they did not sign any contract / deal. So anyone who 'worked' for easynet now works for sky, so they are in fact sky staff themselves.

      As for Tier3 being excellent, its like any of the other Tier's, its luck of the draw which agent you get. I have spoke to several of the Tier2 staff, and found that some of them seem to know alot more about the service than some of the Tier3's. Is the Tier2 staff part of sky? or were they already employed by easynet? Not sure, if the latter is true, it would make sence out of what you have said. The Tier1 staff are nothing short of imcompetent (im sure not all of them) but i have yet to speak to one who has an inkling about what they are saying. Most of them are just reading from the stupid KMS script.

    7. #6
      teek22's Avatar
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      I have got through however it was only once and to do this i waited up untill 1am and then phoned them.

    8. #7
      nheather's Avatar
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      Just because Sky have bought EasyNet doesn't mean to say that they won't continue to operate them as a seperate company. It's probably in their interests to do just that.

      There are plenty of other examples

      B&Q and ScrewFix (amongst others) both owned by Kingfisher.

      But they don't trade or operate as Kingfisher - they operate as two seperate companies.

      EasyNet still exists as a supplier of corporate internet services to companies. If they were to tell their customers that they are now dealing with Sky they would lose a lot of accounts.

      Cheers,

      Nigel

    9. #8
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      No u cant, and you also can't contact tier2 directly either..

      U CAN be transferred through now if u demand and if u don't mind waiting on hold for an hour or two... however tier1 and 2 agents DO have a number to get straight through, they can talk to tier3 but cannot transfer to that number.

      and just to clarify tier1 and 2 are employed by Sky..

    10. #9
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      actually tier 1 agents can not speak to tier 3 they can however speak to tier 2 and then pass a customer through to tier 2 but at this moment in time tier 1 do not have the facility to contact tier 3 so i suggest you get your facts right before spouting a lot of p1sh!

    11. #10
      The Doctor's Avatar
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      woah hostilities people chill lol.

     

     
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