Problem Moving Over From Virgin

[hoyles10]

Hi all. This is my first post but I need a bit of advice.

We have been virgin customers for many years for our telephone, tv and broadband. We finally got sick and tired of their shocking service we gave them our notice and joined Sky instead.

It seems we now have a problem as we have been misinformed by 3 different members of the Sky customer service team.

When we phoned to join Sky we told them that if we cancel Virgin then our services will finish on the 31st of this month and if we came over to Sky we would need a BT line fitting but would we be without any service. We were told that the change over would go ahead and we wouldn't be without any service at all so we went with that. We even phoned back twice to make sure that there will be no disruption to our service.

The guy came out last Wednesday to install the television stuff (dish, Sky+ box etc) and he was really nice and really helpful. Such a change from the service we received from Virgin.

We have today received a letter with our new telephone number on it and our installation date of the 29th. There was nothing about the broadband service mentioned so I called to check that everything was ok.

We were then told that we would not start receiving our broadband service until about 15 days after the phoneline is fitted. This is now going to leave us without internet connection for 13 days which is NOT what we were told when setting up our account.

The thing is I need an internet connection for my work and unless I have one I can't do my job properly. I have spoken to my company about this and they said they will look at lodging a loss of revenue claim against Sky as we have been mis-sold our package.

The people I went on to speak to were the most unhelpful people I have dealt with when trying to resolve a problem and service like that is the reason we left Virgin in the first place.

Does anyone have any advice regarding getting our broadband connected quicker preferably on the day of the phoneline installation as we were told by 3 different people?

Sorry for the rant and such a long post but I really need to find out where I stand.

[Isitme]

The thing is I need an internet connection for my work and unless I have one I can't do my job properly. I have spoken to my company about this and they said they will look at lodging a loss of revenue claim against Sky as we have been mis-sold our package.

You can forget that for a start, Sky broadband is for domestic use only, business use is specifically banned by the T & Cs. If you employer requires you to have an internet connection they should be providing a proper business connection with access guarantees.

If you are getting a completely new line fitted it always takes a bit longer as it has to be entered in several databases before it becomes available for broadband.

[Smithy99]

Originally Posted by hoyles10

The thing is I need an internet connection for my work and unless I have one I can't do my job properly. I have spoken to my company about this and they said they will look at lodging a loss of revenue claim against Sky as we have been mis-sold our package.

LMAO. I suggest you read the T&C's before you read the riot act

No business use allowed, your company should get the facts before wasting their time with pointless claims.

[hoyles10]

Ahh right I didn't realise that. I shall ask my company to supply me with a pay as you go dongle then.

I understand that having a new line fitted takes longer but the fact still remains that I have been misinformed by 3 different members of the Sky team and after today frankly feel as though I have been lied to just to get some extra business.

We were told that we wouldn't be without any services and now it turns out we will.

I would have gone with another service provider if I knew I was going to be without internet access for roughly 2 weeks and I still want to get something sorted.

I know my sister-in-law, my mother and 2 of my cousins have had various small problems with Sky but nothing major but they have all said that our problems don't suprise them and if we don't manage to get it sorted then they will look at moving away from Sky for their tv, phone and internet service. I know my mum has already been on to TalkTalk today regarding changing from Sky for her phone and broadband.

The thing that annoyed me the most today though is the fact the person I was talking to on the phone couldn't transfer me to the relevant department. I mean is that some sort of joke that a company such as Sky don't have a transfer button and extensions??

[hoyles10]

I'm not lodging the claim therefore I won't be reading the riot act!!!!

[Smithy99]

Originally Posted by hoyles10

I know my mum has already been on to TalkTalk today regarding changing from Sky for her phone and broadband.

Well if she thinks she has problems now....... good luck with Talk Talk.

As for the downtime, if it really was so important then you should have allowed the services to overlap by a few weeks, ie, got Sky in before you cancelled Virgin.

I do however agree it is sometimes hard to find a Sky advisor who will agree with another over the order and timings of things.

You could try firing off an e-mail or trying to get in touvh with customer relations, they have a little more clout, although it won't speed things up, you may see a discount for a month or so.

[hoyles10]

Originally Posted by Smithy99

Well if she thinks she has problems now....... good luck with Talk Talk.

As for the downtime, if it really was so important then you should have allowed the services to overlap by a few weeks, ie, got Sky in before you cancelled Virgin.

We wouldn't have cancelled with Virgin straight away if we weren't lied to by Sky. All I am looking for is to see if there would be a possible way of finding a quicker resolution.

If not are there ways of getting transcripts of the telephone calls so we can look at getting rid of Sky altogether as we were mis-sold by one of it's agents?

[hoyles10]

I do actually want to be with Sky which is why we went with them in the first place. I apologise for my rant but I just feel very let down already.

And since giving Virgin our notice we seem to have mysteriously started loosing internet connection a dozen times a day.

I really do hope my first impressions of Sky are proved wrong though as I know from experience a couple of people can give a company a bad image.

Hopefully you guys on here will be able to help if I do have any real problems once this one is sorted out.

[hoyles10]

Originally Posted by Isitme

You can forget that for a start, Sky broadband is for domestic use only, business use is specifically banned by the T & Cs. If you employer requires you to have an internet connection they should be providing a proper business connection with access guarantees.

If you are getting a completely new line fitted it always takes a bit longer as it has to be entered in several databases before it becomes available for broadband.

Thinking about it how would the business use thing work if someone needed to access the internet on a self-employed basis.

I know the woman next door is some sort of mystery shopper, secret squirrel or something along those lines and needs the internet to access the jobs she get's offered.

Please don't think i'm trying to be argumentative i'm just curious as it's something my wife was considering doing.

[GSMGuy]

I think - And I stand to be corrected, but "Working from home" and "running a business" are classed as 2 different scenarios. I quite often access my server in the office using remote software and will work on files at home before printing them remotely in the office for someone to post to a customer - Quotes and the like. But, for instance our website is hosted by Fasthosts, even though I could possibly do it from home, but that would be "Commercial use"

Think about it, a teacher going online from home to view their schools webpage could be classed as commercial use if there was no differentiating point...

Mike