Nearly Three Months..still waiting

[timt]

I have been a sky customer for nearly 10 years and I think that Sky+ is the bees-knees...In fact I was even thinking of taking out multi-room...so I really don't want to leave Sky..BUT..

When Sky first started offering "free" broadband I signed up and quickly received the router...but I canceled the service before it was activated and returned the router.

My employer now provides me with a phone line and broadband and I have been happy with that but I recently decided to activate Sky broadband again as a backup after some outages..WHAT A NIGHTMARE.

This all started in January 2008...

1. I tried to order Sky Broadband online and the system said that I could not and to call Sky.

2. I called Sky and they said that the router had not been returned...after much discussion they said that I should speak with customer services

3. Customer services said that they would get my account reset so that I could order Broadband..it did not happen

4. I called again..same discussion..but I actually found someone with some imagination who ordered the broadband without the router so that provisioning could be done..and then sent an email to his boss etc etc to sort out the router problem. I paid £60-00 at this point.

5. I receive a letter saying that my order will be processed and that I will get my password soon. I think: "OK, I will use my own router if I have to."

6. The line is provisioned..but no password is forthcoming and no router arrives. I speak with Sky and they say that I cannot have the password (?). The person I am dealing with says that she will escalate this and that I will have a router in 3-5 days.

7. Two weeks later - still no router. I call again..now I am getting annoyed . A Customer Service person says that she will take "personal ownership" of my problem and even takes my mobile phone number so she can keep me updated..nothing happens.

8. Now, two more weeks have passed..I guess I need to pick up the phone again..I am really at my wits end. My wife says I should cancel my Sky subscription but I don't want to. If Sky would just let me use my own router I would be happy..a router is a router, after all...I just don't get it.

I have probably missed out a few calls I made..Oh, and I did try email but Sky people obviously don't read that..

I will make one more call and if I don't get a good response then I will to write to Which? Magazine and complain...we have been a Which? member for years..maybe they will sort this out.

[IWasNotTheEnemy]

CLICK ME

[James67]

^^^ Not much help if you don't actually have a Sky router, though.

I returned a Sky HD box and was expecting a £200 refund, but after several weeks I still hadn't received it. Sky just kept claiming that they hadn't received it.

Fortunately, I had sent it back using Royal Mail Special Delivery, so not only did I know that they had received it, I also had the name and signature of the person who had signed for it. And yet, even then it took several phone calls to convince them to give me my money back.

I believe Sky contract out the supply and delivery of Sky equipment, as well as the handling of returns. If that's right, I think Sky need to have a very serious word with them.

[IWasNotTheEnemy]

oh yeah - d'oh!!

[Netgeezer]

Originally Posted by James67

I believe Sky contract out the supply and delivery of Sky equipment, as well as the handling of returns. If that's right, I think Sky need to have a very serious word with them.

Yes, it is an outsource, and yes, they do need to have a word with them.

@timt - Do you have any proof of posting for the router? That is going to be absolutely vital to your case with Sky. There are escalation points in Sky and you should ask for those seeing as the regular agent cannot deal with your issue.

[timt]

Unfortunately I have no proof of postage...I returned it ~18 months ago at least..Sigh!

[jonny1310]

You could get one of ebay and then call tech support and get them to validate the mac code for you.

[timt]

Spoke with Sky again...they were unable to put me through to the person who promised to take "personal ownership" of my problem, but she had put a note on my file. It was a long conversation..but they told me that their "Cordiant Department" takes care of shipping routers and they claim that they have NO way to deal with them other than by email..which they obviously do not read.

[timt]

I have given this a cautious thumbs up. Via this forum I found the number to call Sky direct (020 7705 3000) and asked for Customer Relations. The person I spoke with understood the problem....and CALLED ME BACK with a resolution within a couple of hours. My router can now be ordered and should now be in its way sometime soon..fingers crossed!!!

[Netgeezer]

Originally Posted by timt

I have given this a cautious thumbs up. Via this forum I found the number to call Sky direct (020 7705 3000) and asked for Customer Relations. The person I spoke with understood the problem....and CALLED ME BACK with a resolution within a couple of hours. My router can now be ordered and should now be in its way sometime soon..fingers crossed!!!

You'll know whether or not by the fact you can order your Sky broadband. If you can't then it didn't take. In which case call the person at Sky back. Within a few days of order you should get a couple of letters, then the router, and then 10 days after order the broadband should go live if there have been no other problems with your order.

Fingers crossed this time, eh?

Lessons to the wise - keep proof of postage, even if you think you're never going to have the service or whatever. I've a little folder in the file that has such things going back almost ten years!!