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    Poor communications / customer services

    This is a discussion on Poor communications / customer services within the Sky unhappiness forums, part of the Sky Broadband feedback category; Hi Been having loads of problems with my connection today, even worse than it was in the last week or ...

    1. #1
      burnhamlad's Avatar
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      Angry Poor communications / customer services

      Hi

      Been having loads of problems with my connection today, even worse than it was in the last week or so.

      I call CS, they start going on about using the yellow cable and not using wireless. After I had already said I'm using an ethernet cable directly to the PC.

      After much messing around and misunderstanding, she finally agreed to escalate to level 3. Unfortunately just as she was raising a ticket, she suddenly discovers something about an outage at my exchange. But she couldn't say what caused it or what the estimated fix time was, except to keep trying every now and then.

      I know there's a poll on at the moment, but why on earth couldn't SKY have a service status portal that I could access from my mobile phone? Or perhaps send me an SMS when there are problems to be aware of? Anything would be good, because right now I have no idea what is going on except that I have an intermittent connection that seems to run on dial-up speed.

      Come on SKY, get your act together!


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    3. #2
      reddwarfcrew's Avatar
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      Re: Poor communications / customer services

      this is the best you;ll get:

      Easynet > Support Portal

    4. #3
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      Re: Poor communications / customer services

      Thanks for that. But it seems whatever information SKY have about the outage, doesn't seem to be reflected on that page.

    5. #4
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      Re: Poor communications / customer services

      in all honesty, the first thing tier 1 are meant to do is check the outage page - a 1 min job which would stop a pointless and lengthy call

    6. #5
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      Re: Poor communications / customer services

      Exactly, you would have thought they'd do that, rather than going through the usual cables and reboot routine.

      As it happens the connection has been terrible today, sometimes it's 'LCP down' for ages until it manages to connect again.

    7. #6
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      Re: Poor communications / customer services

      that exchange has been down most of the day, along with a lot of North London
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    8. #7
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      Re: Poor communications / customer services

      Thanks for the information.

      The exchange is still giving me grief about a week later. Get the usual 'LCP down' and the error 300 codes.

      At about 1500 hrs today, 1st line could not get through to tier 3. I tried again later and was told that I would have to wait 3-5 days until I would get a call back from tier 3.

      I'm just surprised this sort of technical problem could go on for so long

      Does anyone know what exactly is going on with the Burnham exchange (THBN) ?

    9. #8
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      Re: Poor communications / customer services

      not sure but it went down again today.....really going pear shaped there at the mo
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    10. #9
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      Angry Re: Poor communications / customer services

      could someone please help me with one of the never ending problems im having with sky; when signed up for the full sky package i was promised a years free mc afee security which i tried to download but after being redirected to mc afee they told me that as i have vista on a 64 processer that mcafee could only support this on a 32 but sky then told me that when i eventually get on to their site i could download it from there i dont understand this doesa any one know anything about this! please !

    11. #10
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      Re: Poor communications / customer services

      Quote Originally Posted by fuosa View Post
      could someone please help me with one of the never ending problems im having with sky; when signed up for the full sky package i was promised a years free mc afee security which i tried to download but after being redirected to mc afee they told me that as i have vista on a 64 processer that mcafee could only support this on a 32 but sky then told me that when i eventually get on to their site i could download it from there i dont understand this doesa any one know anything about this! please !
      hope that made sense im blond!

     

     
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