My letter of complaint to Sky...not that it will help any....
Firstly, our Broadband line is still inactive with no resolution date in sight/cannot be provided by Sky.
Secondly, Sky Broadband/Provisioning customer services staff treatment of customers is shocking.
We ordered Sky Speak/Talk/Surf package early in January 2008. A MAC code was provided from our previous ISP (Tiscali/homechoice) on the day of booking the order & included in the original order booking.
We received a letter advising us that the Sky Broadband activation date on our line would be 18 January 2008. On 18 January 2008 the line was disconnected from our previous ISP but the Sky service was not activated.
I called Sky Provisioning on the evening of 18 January 2008 only to be advised that it could still go active anytime on the 18th so I should be patient and call back on Monday or Tuesday of the following week.
I called back on Monday, 21 January 2008 only to be told that a note from BT had been added to the system on Saturday 19 January 2008 that there was a fault on the BT Exchange in our area and that it was waiting to be repaired. No advice was given regarding a possible date of when this would occur.
On 22 January I logged a complaint via your website and requested a response as to when we could expect our line to be active. The person responding to this from email address ‘help@skycustomersupport.com’, Gillian - Sky Broadband Customer Services, totally overlooked the issue with our broadband and proceeded to confirm that the issue with our TV SERVICE was resolved. (An issue which I am not going to go into here as finally after 3 engineer visits we got our TV service put in place).
I replied on 23/01/08 and requested her to check the Broadband service as it was still inactive. I then got a response from Nicola on 23/01/2008 advising me that there was definitely a delay – which we already knew – and that someone would be in contact once it was rectified.
On the 24/01/08 I replied to Nicola requesting what the SLA conditions were between BT & Sky & between Sky & their customers. In the reply I was told that an SLA did exist between BT & Sky, that I was unable to cancel my broadband service as it is a fault with BT exchange and out of Sky’s control and that there was no timescale in which the line would be activated!
I then called BT and had my line tested. They could find no reason why Sky were having a problem getting broadband onto my line.
I sent this through via email and also called Sky Provisioning on 26/01/08 regarding this finding. According to Sky this problem should be repaired within 15 days after logging of the issue and that we should just wait.
I called Sky Provisioning again on 31/01/08 only to be told that the line was still inactive and that the last update from BT was on 19/01/08.
On 02/02/08 I called Sky Provisioning again to check the progress and was told that according to an update by BT on 30 January 2008, the exchange issue had been resolved and that my line should be active shortly.
On Monday 04/02/08 I called again to find out what had happened as it was still not active. I was told that the line was still inactive and no updates were available. Furthermore I was advised that no update on 30/01/08 advising of the exchange issue being corrected, existed When I requested to know what was being done to sort out the issue I was told by an extremely irate customer services/provisioning person that Sky were not willing to contact BT regarding this (although the last BT status was no apparently logged on 19/01/08) as it was for BT to update the Sky system.
I asked the representative why it was that no one had been keeping in touch with me, or updating me in any way. I had been the one having to contact Sky constantly. He advised me that someone had tried to call me on my home/landline during the day of 04//02/08 but that I was not available.
I advised the Sky employee that I worked during the day and should rather be contacted on my mobile phone. As Sky have my email and mobile details when booking the service I cannot understand why I was not updated using either of these options? This person in your Provisioning department was so rude to me. I could not believe it.
On 06/02/08 I sent another email to
help@skycustomersupport.com. Requesting to know at what stage Sky would feel that it is appropriate for a new customer who still has not been provided with a promised service to either cancel or lay a complaint re the lack of service.
I called back to Provisioning today, 07/02/08, to check on the status of the line as guess what – it was still inactive. The customer services person – who was the first friendly person to actually take any of my calls, advised me that the status had not changed and that no updates appeared on the system and that someone would contact me with an update when an update was available. She could not say what was being done or how long this would take to be resolved.
Gillian then again replied to my email from the 6th on 07/02/08 saying that she apologised for the inconvenience caused by the delay, but that the faulty exchange was in fact still faulty and that we were being transferred to another part of the exchange which would take approximately a FURTHER 10 days!!
So far we have been without broadband for 22 DAYS. We are looking at a minimum of another 10 days according to the last communication from Sky, which would mean that at the earliest we would have broadband 32 DAYS after the original activation date and 41 DAYS after placing the original order.
We originally decided to change over to Sky Broadband as the website promises a near ‘seamless’ cutover with a maximum of 2 hours interruption in service on the day the line activation occurs. We were very excited to be changing to Sky TV & Broadband, but we have been left severely disappointed.
The service from Sky Provisioning/Customer Services is absolutely horrible. Your staff in this department can, apparently, only read off in parrot fashion, what is on their screen. They cannot contact someone who maybe more useful or be able to provide more up to date information.
They become extremely irate when asked as to why there is no status update or why (if the last communication from BT was on 19/01/08) no one has followed this up. They have practically no useful information to give and they expect that the customer should accept that we just have to shut-up and wait – no questions asked.
If our line is not activated within a reasonable time from today (07/02/08), we will be cancelling our contract with Sky.
I feel that your level of service (or lack thereof) is unacceptable and that waiting 1-3months for a broadband connection to go active is not a good sign for further dealings with your company.
As I am currently 8 months pregnant and will be going on maternity leave next week, we would like to get our line activated asap so that I can have email contact from home. The rate this issue is going currently means our baby (who had 3.5 months to go when we placed our broadband order) will be out quicker than your company has taken to get our broadband activated.
I want someone who IS able to provide decent information to contact me from your Broadband department and explain what is being done and provide me with an activation date.
If this is not possible please contact me to advise me of this so that I may cancel our debit order with Sky.
I'M SO FEDUP!! They seem to expect you to just be happy waiting!!!
Linear Mode
