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    need phone number for complaints

    This is a discussion on need phone number for complaints within the Sky Broadband help forums, part of the Sky Broadband help and support category; my son has contacted customer service with no joy regarding his broadband he was connected on the 1/2/07 when orderd ...

    1. #1
      lindakay's Avatar
      lindakay is offline Sky User Member
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      need phone number for complaints

      my son has contacted customer service with no joy regarding his broadband he was connected on the 1/2/07 when orderd he was told that as the exchange is only 320 meters away you will recive approx 16 meg
      once connected he recives 2meg if he is lucky.
      he conntacted cutomer service they say he shouldn't get that he contacted bt they say he can't get broad band . yet i have just been on sam knows best and this is what it says
      Astley Bridge
      Exchange code: LCASB
      Location: Bolton,
      North West
      Postcode: BL18QZ
      Maps: Our map | Multimap | Streetmap
      Serves (approx): 15,251 residential premises
      439 non-residential premises

      Broadband availability overview
      ADSL: Yes
      SDSL: Yes
      LLU services: Yes
      Cable: Yes
      Wireless: No

      ADSL status: Enabled
      ADSL enable date: 30 Sep 2001
      ADSL prereg: 0 (+0 duplicates)
      SDSL status: Not available
      SDSL enable date: -
      ADSL Max status: Enabled (Green)
      ADSL Max enable date: 31 Mar 2006

      Local loop unbundling presence
      Be: Enabled
      Bulldog: Enabled
      CPW / TalkTalk: RFS date set (Date unknown)
      Easynet / Sky: Enabled
      Edge Telecom: Not available
      HomeChoice: Not available
      Lumison: Not available
      Node4: Not available
      Orange: Not available
      Pipex: Not available
      Tiscali: Not available
      WB Internet: Not available
      Zen Internet: Not available
      he has spent about 10 on phone calls and has got no where there must be a complaints department that he can contact i just can't find a number for them
      Last edited by lindakay; 03-02-07 at 02:22 AM.


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    3. #2
      Alan b's Avatar
      Alan b is offline Sky User Member
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      Re: need phone number for complaints

      I take it you are not aware that there is a free phone one:

      0800 051 2595

    4. #3
      penrhyn's Avatar
      penrhyn is offline Sky User Member
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      Re: need phone number for complaints

      It would help if you told us which Sky package he is on, Base, Mid, Max or connect, and could also post his router stats.

    5. #4
      lindakay's Avatar
      lindakay is offline Sky User Member
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      Re: need phone number for complaints

      he is on max and tried the free number they said they couldn't help
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 2133 2035 0 634 3026 00:06:09
      LAN 10M/100M 2247 2382 0 2736 692 00:07:35
      WLAN 11M/54M 86 0 0 39 0 00:07:25


      ADSL Link Downstream Upstream
      Connection Speed 8096 kbps 768 kbps
      Line Attenuation 9.0 db 8.5 db
      Noise Margin 16.2 db 14.0 db

      time_zone=GMT+0
      time_daylight=
      restore_default=0
      wiz_language=English
      wiz_country=
      fix_ipaddr=
      fix_netmask=
      fix_gateway=
      wan_ifname=ppp0
      wan_mode=pppoa
      wan_iptype=Dynamic
      wan_ipaddr=
      wan_netmask=
      wan_gateway=
      wan_mtu=1500
      wan_fix_dns=0
      wan_dns1=
      wan_dns2=
      wan_macaddr=
      wan_encap=1
      wan_vpi=0
      wan_vci=38
      wan_account=
      wan_domain=
      wan_dod=1
      lan_if=br0
      lan_ipaddr=192.168.0.1
      lan_netmask=255.255.255.0
      lan
      Last edited by lindakay; 03-02-07 at 01:16 PM.

    6. #5
      penrhyn's Avatar
      penrhyn is offline Sky User Member
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      Re: need phone number for complaints

      DSL Link Downstream Upstream
      Connection Speed 8096 kbps 768 kbps
      Line Attenuation 9.0 db 8.5 db
      Noise Margin 16.2 db 14.0 db

      With those stats I would have thought he should be going faster, site experts help required!

    7. #6
      SkyTechSupport's Avatar
      SkyTechSupport is offline Sky User Member
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      Re: need phone number for complaints

      Contact Sky Broadband tech support, the Tier 3 department will be able to test how many line errors you get at higher speeds, and a Tier 1 agent can access your "DSL availability check" which shows the info we get from BT about what your line can handle, if the speed you're syncing at is much lower than the DSL availiability check you can go through the normal Tier 1 troubleshooting and be transferred to Tier 3, only chance of actually being able to have the Tier 1 phone through directly to Tier 3 is to phone late at night, say at 9pm / 10pm, then you'll know exactly what speed your line can handle with stability. Hope that helps.
      Is it wrong to work for the devil? Not if you can make a difference... and he pays well.

    8. #7
      lindakay's Avatar
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      Angry Re: need phone number for complaints

      thanks for that he has rang every day and each time they say there has no ticket been raised he has been switched on to sky now for 8 days and the speed is very bad he said has told them he wants to cancle so they put him though to cancerllations that was last sunday the person on the end of the phone said no ticket had been raised and they wasn't aware of the problem
      she would get someone to call him, no one did so he rang them still no joy this is beyond the joke .
      he has never once been given a ticket number or told he was on a tier 1/2 or anything i thought you had a cooling off period ie:10 days or what have you but they say you don't
      can anyone advise please

    9. #8
      spawn_e_git's Avatar
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      Re: need phone number for complaints

      You CAN cancel you Sky broadband up to 8 WORKING days from which ever is the latest.
      1. The Router being delivered
      2. The activation date given on your letter.

      Here the link to the Skybroadband T&C's
      Sky Broadband Subscription Contract

      You are also entitled to any activation fee you paid.

      If they say that you are past the date and can't cancel, tell them that you have been calling to sort the problem out and got no response.
      Don't listen to the "no ticket rubbish" Tell them you have your phone records to prove that you called. Cancel any direct debits so they can't keep taking any money and let them take you to court.

      Here is the actual statement.

      You can cancel Sky Broadband within 8 working days of the later of delivery of your Broadband Box for Self Install, or your Home Installation (as applicable), and your Activation Date. Any cancellation must be in accordance with this notice.
      You can cancel Sky Broadband by:
      calling 08705 515 515;
      writing to Sky Subscribers Services Limited Customer Relations Department, PO Box 99, Livingston, West Lothian EH54 7PR;
      sending a fax to 01506 484701; or
      sending an email to broadbandcustomerservice@bskyb.com.
      You must give your name, address, post code and customer number in order to cancel Sky Broadband.
      You must keep any products that have been delivered to you safe for up to 6 calendar months from the date you cancel. Once they are returned, your responsibility ends.
      We will contact you to arrange return and will either supply reply paid packaging for the product to be posted to us or we will collect it. We will be entitled to charge you our direct costs for its return and/or set the costs of return off against any amount that we owe you.
      This cancellation right does not affect your statutory rights. If you require any advice on your legal rights, you can refer to Consumer Direct.

     

     

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