Not A Good Start

[Martin T]

Signed up to Sky TV, Broadband and Telephone on Sunday. Helpful chap on the phone, sign up altogether lasted about 10 minutes......sweet.

Router and Activation letter dropped through my letterbox yesterday......addressed to me. Well I think it was me as the first and last name was completely wrong!

Called Sky today. After listening to the menu and deciding that none of the options really fitted the bill I pressed the last number. Answered by I believe someone in the UK who promptly told me that his PC wouldn't load and he would pass me through to a colleague. Next stop the Indian sub continent.

When answered I was told to speak up........cue me shouting down the phone in an open plan office. After explaining the problem (again) he said that's fine he would cancel my order. "No, no, no I don't want to cancel my order" I shouted I just want my name changed.

Cue me being put on hold, then anther menu appeared, random button pressed as again none fitted the bill. Another person answered, I explained the problem (again) and at last, my details changed and an assurance that my Sky TV installation and Broadband had not been cancelled.

Something which should have been relatively simple had taken just over fifteen minutes!

Hopefully this is not the shape of things to come ?

Martin

[NewsreadeR]

I have split all the other off topic posts / rants from this thread to another one here:

Split off from another thread

So the OP can get a chance of having his question answered.

[Netgeezer]

Name changes, for some reason, seem to be very difficult for Sky to achieve. I suggest you let the full service provision happen and then call Sky up after its all live and working for a few days/weeks.

One other point, and this is general for any Call Center. If you get answered by an Indian CS hang up and dial again - unless you know that the company you are calling has no other option. I don't wish to appear rude, but [all of] these off-shore operations are abysmal at best, and are often a lot worse than that.

[Martin T]

Ok, update on my Sky progress.

Further mail including my username/primary e-mail details etc arrived with the wrong name even after my call. I'll give them the benefit of the doubt as the posting of these letters probably crossed with my call. Subsequent letters have arrived with the correct details but I haven't got around to organising my Sky e-mail yet to see if any of the username details have been changed. I will pursue it further if this hasn't been attended to.

Broadband activated on the day stated in letter from Sky. I didn't get my text for two days after the activation date but as my previous Broadband provider wasn't playing ball I thought it safe to asume that my Sky Broadband was up and running. Connecting up the Router etc was straightforward and supplied CD guided me through the process. Have been monitoring the speed and it has generally floated around 5 Meg which was what I had been told that my line could handle.

Sky TV installer attended as arranged. I stay in a mid terrace house and was worried that he would want to just throw the cables over the roof like many of my neighbours have. He was happy though to crawl under the floor boards and run the cable from the dish at the front to the TV in the livingroom at the back. My phone point in the Livingroom is also at the opposite side from the TV but again he was happy to run the phone cable under the floor as opposed to tacking it round the skirting board. Generally a friendly guy and happy to have a chat whilst working away.

So I'm up and running, pleased with my Broadband Speed, Sky + and selection of Channels on offer (that is of course when my daughter and the Mrs let me near the remote control!).

Overall it is fair to say that Sky have redeemed themselves and long may it continue.

Regards

Martin

[richone54]

*richone54 wonders if this should move to Sky happiness*