Sky PATHETIC! Do Not migrate to them.

Latest update.

5pm called back by chris Operations manager ... he said i apologise this is a sever case of poor service and i can see your customer experience is bad.

I will take the case on and see it through to resolution. , i said yeah yeah heard it before he said, you are talking to me now i am operations manager and i will do it.

We talked compensation and he agreed its due. Anyway .. i thought great another loads of days with nothing done.

5 mins later he calls back , ok we are testing the line i said yeah yeah, he said no this is our techies in somerset they arent customer facing but they wiill call you. I said ok but they will only tell me i have no adsl!! he said i dont know what the cause is.. i said excuse me i was told at 11am you do... he said i dont!!

Ok anyways james from speed and sync?? in somerset called and said hmmmmmmmm im pushing high pitched noise down your line , i said i cant hear it, he said you have no adsl then... I said yep, he said right ive logged it with bt i have a reference and can see what they are doing now. I said yeah yeah, he said no... Im a higher department and ive done it. i said thank you we are getting there, He then said. This is escalated to 2 operations managers and he would hope that it will be activated tomorrow sometime but the way my luck is dont depend on it BUT it is high up and only 4 other cases in sky broadband are at this level of monitoring to resoloution.

So i am happy now, frustrated, angry and depressed but happy its up at this level and they seem to know what it is, the outside end of the exchange isnt connected on the card to my line. despite it saying its all done.

Thanks to Chris Operations Manager, Stuart Customer service manager in dunfermiline and James in Somerset who in one hour have acted on what ive said all along and actually done something about it. Rather than the others who said the same but never did it,
PS James said it hadnt been flagged to BT before tonight... So why did two team leaders and one in provision said it had been on tuesday and wednesday??

To any of you about to go through this, there is support or keyboard operators... and there is support above them and above them again. It seems only the very top can carry out what the rest say they will.

Fingers Crossed i will be on tommorrow and James said its highly likely i will get the Max Speed.

We shall see but ive ordered the sedatives and and alcohol shopuld it go wrong again.


It all stems from sky not following through stuff and lieing and saying they had or would do stuff... Now its gone to Operations level they seem to be saying whats been promised by low level support for 3 days and over 30 hours of calls.

I will report back tommorrow. PS i have a full transcript if the 34 min conversation with the Operations guy where he agrees its severe case, deserves compenastation and is bad customer services. Hes also investigating the guy that cut me off earlier and said i hung up....

Gimme Sky.... PLEASE!!

[hugsie]

Glad to see you are getting somewhere at last, and I sincerely hope that Sky learn form your case and others recoreded on this site.

It seems to me that most customers know Sky are new to this and errors will happen, but to Sky please take the time to keep us, the customer informed and when you do mess up admit it and tell us how you plan to fix it. If you do not have an answer for us admit it and go and find out. Just call us back when you say you will even if it is to say I have no more information yet but I will update you again at.....
If they could just stick to those basic things I think we would see far fewer irate customers on here.

Hows this

We have had no word from sky and you will know if you are active before us!!

Nice,

As far as i am aware they do not work weekends so i will call you back to reconvene at close of business Monday where we can see where we stand...

Nice,

So although ive been escalated, i am in the dark and waiting still and no one at sky has told me what the problem is , only what it could be!!

So i face at least another 3 days like this it looks like and will still be in the same situation at the end of it.

He did say we will talk about compensation, hes agreed sky should have got on the ball when i first called, he agreed the customer service has been bad and he said that its they should have actioned when the tests were done. He will be looking through all the notes and investigating why call center staff did what they did and not what they should have done.

So here i sit STILL with no bb and with Sky still not KNOWING what the problem is, only HOPING that bt can sort it.

Ho Hum! the hours and days continue to go by and nothing changes.

[Ex Bt loves Sky BB CS]

only me

[hugsie]

Glad to see you finally registered

Welcome

At least you know you have someone at Sky working to fix things.

Wait a minute... You've been without broadband for two days and you're basically going crazy about it. Sometimes things get delayed, it's life.

Anyway, I know you have called up BT before but it appears you are calling up the broadband service people, not BT wholesale who handle the transfers. That'd be like me calling up AOL and asking why my line hasn't been transfered to Sky yet.

OMG im on .. connection came up 10 mins ago... and ive connected laptop too via wireless.

So happy.. but


Have run 3 adsl speed tests...

Speed Test Results

Downstream 112.2 Kbps ( = 0.1 Mbps )
Upstream 109.2 Kbps ( = 0.1 Mbps )

and that is the BEST result! ps im right by the exchange, and been told i should get 15mbps so when you connected first was it this slow??

[hugsie]

I am really happy for you!

What are your router stats?

well.. im only getting 100kbps upload and download and the line is dropping all the time. Im not worried as they have obviously just connected me up.

I was just wondering if anyone else got dial up speed at the start?

ill sort the router stuff out later. When ive found the password and stuff for it.