Trying to get a mac code out of sky...

Listy · 28-06-08, 04:43 AM

Hello 'm looking to have a bit of a moan and hopefully get some advice.
Ive been with skybb since it came out. just over two years ago when i first got my router i plugged it all in only to find that i wasnt being assigned an ip address, So i got on the phone to them only for them to have no idea what the problem was and get promised a call back from tier2 which of course didnt happen.
So i few days of waiting later i call them up only to find the orignal operator i spoke to didnt leave any notes on my file and i had to start from the beggining all over again... Anyway it ended up with them still not having a clue why i wasnt assigned an ip address so i decided to cancel my sky tv and broadband.
Five mins after ending the phone hey presto my broadband starts working

So i get straight back on the phone and explain the situation and ask them to cancel the cancelation.
All good everythings working now i think. a few weeks later my tv and broadband go off so i call them up to find they think still think i had ended my subscription...
So i have tostart a brand new contract with them pain in the ass but everything is working so its ok.

Now two and a bit years later i have money troubles and dont really watch tv at all so ive decided it makes sence to get rid of skytv and just have broadband from a different provider.
I called up sky on 18th june and explained my situation to them and get my tv and broadband canceled. Whiched seemed to go through ok i asked the girl on the phone how long it would take to get me my mac code and she said 5 working days and asked for my mobile number so they could text me as soon as they get the code.
That was rather smooth i think to myself and wait until the following thursday and ive heared nothing from sky no mail other than a godbye letter.
So i get on the phone explain the situation all over again and the guy puts me on hold for 20mins while he checks somthing out... he comes back tot he phone and tells me that my mac code hadnt been requested yet i'm like i requested it over 6 working days ago ofcom rules state that you have 5 working days to provide me with it. He talked his way around that with saying that it wasnt even requested. so sick of being messed around by this company i got a bt rude with him and told him what a joke sky and there customer service is. He then tells me another note just popped up on my file and theres now another problem getting my code because of when over two years ago i canceled my account and this was stopping my mac code being generated... He said someone would call me back and id have my code in another 5 working days.

Now i just dont understand how canceling my account over two years ago could cause me to have problems now. im sick of sky and just want my code ive looked on ofcoms website about complaining and it just says to complain to sky.

So is it just a case of waiting for them to stop sucking or is there anyway i can finaly get my mac code?

p.s sorry for the life story but it seems its important for my case.

Undecided Adrian · 28-06-08, 09:16 AM

Send them a letter to the registered office addressed to the Chairman on the company (the Chairman is legally responsible for the day to day running of the company)

You explain the situation and give them something like 2 weeks to get it resolved.

If then you still get no joy it costs £30 to take somebody to the small claims court via the county courts website usually when a court summons hits a legal departments desk somebody sits up and takes notice as it costs Sky money to go and sit in court all day defending something like this.

This is the route we are taking with our car insurance company, they want to withdraw the product we are on with 8 months left on the policy and if they don't give us any joy we're taking them to court.

Mark · 30-06-08, 08:56 AM

Same happened to me. Got told it had not been requested. I threatened them with OFCOM and 24 hours later I had received my mac.

Listy · 30-06-08, 11:13 AM

I wish it was that easy for me but they didnt seem to care when i said i was going to report them to OFCOM. Nothing in the post today as well.

Listy · 02-07-08, 02:22 PM

Well i just phoned them and now all im getting is being bounced around diferent departments by every advisor i speak to. Either they say sorry wrong department let me transfer you or they give me a different number i must have just spoke to about 12 different people. only one of them botherd to check to see if the mac has been sent out yet and guess what no its not.

Listy · 02-07-08, 02:31 PM

just spoke with ofcom sky now have 5working days to resolve the matter. I simply cant believe how bad that last attempt to contact sky was.

BenedictArnold · 17-08-08, 10:58 AM

So many companies nowadays do everything to stop you cancelling from not phoning you back when they promise to switching you from department to department.And if it's an 0870 no then it's costing you a fortune and they get part of the phone charge so they actually gain the more they mess you around.Often you have to send a letter threatening a court summons before anything is done. Trying to sort it out by phone is almost impossible which is what the companies want.

I had a problem with a BB company who wanted to charge me £180 for a call out charge that BT were charging them. I didn't pay it and they soon were on the phone to me quick enough.I never phoned them and I knew the minute they found they hadn't been paid they would be on the dog and bone straight away.And they were ever so nice when they phoned asking why they hadn't got their money.A few weeks later I got a letter that the charge had been dropped.
None of these customer help departments really want to help,all they want is to get rid of you and deal with their next "problem" caller.The don't see you as a customer they can help they see you as a nuisance.
If they did actually try to help the word would spread and they'd probably end up with a lot more subscribers.

ToniFerrino · 20-08-08, 09:50 PM

ok here is what you do, ring tech support, ask them to look on the portfolio history, where is says cancelled you will sometimes get the mac code in that part of their chordiant screen, if the agent "cares" then they will give it to you, if not ask them to call the provisioning team and get them to see if the line has been cleared or not, if it has, you wont need your mac code for your new BB service, if it isnt clear, get the agent to send you thru to cancelations, who should have the code, if not why not, if not, ask for the manager who loves to take the calls.

good luck