Sky Tech Support Is a Joke - Cancelling ASAP

[godofyouall]

I will be cancelling my Sky broadband subscribtion today along with my phone line and phone package. I have been without an internet connection for 1 month with no help whatsoever from customer solutions. After being fobbed off for weeks with regards to call backs which never materialise and over £50 in calls made to the helpdesk I have now resigned to the fact that Sky do not want my business and will be canx as soon as I get home from work tonight. Do not listen to anyone from Tech support on this forum who say that it helps if you are polite, as even after being sickenly polite to the numerous people I have spoken to I still have received zero support.

Three times I have phoned and been told that the computer systems are down and that I would need to phone back later. If Sky can't even sort out their own computer issues how does that give me any confidence that they are going to be able to resolve my issues?

Initially when I called Sky tech support I was informed by the operator that I should have gone with BT as their equipment was far supperior. Great advice there from Sky I think you will agree. (I just hope that they keep a record for training purposes, as this is advice I think everyone will all benefit from)

Six times I have been promised a call back within 72 hours only to have to chase them every time. Last time I phoned at 7pm and I was told that the best time to call to get through to customer solutions would be at 10.45 pm as this is a less busy period. Only for me to phone at this time to find out the department I needed (BT On Net escalations) closed at 09.00pm. This was the last straw for me and I was going to phone to canx yesterday but when I tried phoning was told that it would be 45 mins before my call would be answered (Jesus!, How many people are cancelling?)

Every time I have tried to phone the customer solutions team I have been waiting in a queue for over 1 and a half hours before I get through which I have been subsequently charged for.

Sky customer support is a joke. I have already warned other family members and friends not to make the same mistake as I did. I should have listened to my previous internet service provider when they warned me of these issues when I asked to canx with them. I am just sad that I did not take their advice at the time as I would have avoided this nonsence. I will be going back to them when I finally get through to Sky's cancellations and as soon as another TV provider arrives in my area I will be cancelling my TV subscribtion also.

Sorry about the rant but frustrating doesn't even come close to describing my experiences with the Sky tech support.

[dms05]

Sky T&C's say you can cancel in 4 ways:

(i) write to SSSL, Customer Care Dept, PO Box 43, Livingston, West Lothian EH54 7DD
(ii) fax to 01506 485783
(iii) email skydigital@bskyb.com
(iv) phone 08708 500 006

You need to give name, address, postcode, Sky customer number.

And I hope some one from Sky reads your rant. Hope you feel better. It doesn't help me saying I've had 100% satisfaction with all my Sky services. You haven't and that isn't good enough.

Hope your move goes well.

[bazz007]

the few times i've phoned them, i have to agree what a joke, i don't blame you for getting Annoyed at them.....When you do cancel like i have in the past a few weeks later you get a phone call off them offering you the world, when all you wanted was what your paying for........shocking cs

Cancelilng is Cancelling, hey at least you had some help today

Admin Note: please do not try and circumvent the swear filter

[tomhill1942]

Have to agree.See my rant at Re: Sky to perform a spot of ADSL line management on some 300,000 lines Post 635

[iangilf]

yep the telephone and email services seem a right joke always in a queue for hours at a time and never respond to emails and yep i dread to think how much ive spent on phone calls this month to them , the ammount of money they make they should have people that can help you and a free phone number they always increase prices but never give much in return so where does all this extra money goto ? the big fat cats i guess , the last time i phoned up to there computers were down but the person i was talking to didnt tell me this till about 10 minutes after into the call after they took all my details and asked what the problems were and chatted a bit then they said oh by the way i wont be able to transfer ur cal to customer resolution team because i cant pull up ur details loool its madness

[godofyouall]

A quick update on my situation. I phoned on 07.07.08 as promised to canx - took 30 mins to get through to the termination department. The lady who I spoke to even tried to get some feedback for me before canx so at least I would know why I hadn't received a response from anyone. Apparently my ticket had been closed with no reason given- when she tried to speak to the BT On Net escallations team nobody seemed to know who they were. She appologised after trying for about 15 mins and not getting anywhere. She even said that she understood my frustrations as she couldn't obtain any help either. In the end she said that if I canx it would take 1 month to process but suggested that I just request a MAC code as that would be sent with 48 hours. It is now the 10.07.08 and I still have received no MAC code. I will most probably have to phone them again to chase - what a complete and utter joke.

[The Insider]

Im using Sky broadband, phone and TV and have so far received an excellent package specially the broadband. Your in a small group I presume and it does sadden me to see members here who are just getting fobbed off with excuses and not getting anywhere.

The Sky agents whom use these forums do so at there own expense, time and dont officially respond has a Sky agent capacity but the chap I talk to on here is a great help and solved my past problems with ease and professionalism.

Call Sky again M8 and stress that you need a MAC code ASAP, the agent should give you it over the phone.

Best of luck.

Regards.

[godofyouall]

Yeah all is fine and well until you have a problem. I had an awesome connection for 2 months before my problems actually started and initially was a very happy customer. However you will soon realise if you start having problems with your broadband that sky tech support is a joke. I am glad you haven't had any issues as I would not wish for anyone to have to go through the same, pathetic, shambles of a process as me.

[IWasNotTheEnemy]

I don't mean this as an excuse because I work for Sky, but been reading your other threads and if you're on DLM there's not a lot that can be done until finished. Stats from past posts definately suggest you've been capped and I would've thought it would've been finished now so a call to CST would have the line back in working order...

Also, a previous post said there were system issue 2 days running. I can confirm that that was the case due to key system upgrades - we just weren't told about it until it happened!!

However, if you've already started the cancellation then best of luck elsewhere - hope their DLM when they roll it out doesn't do the same thing

And my support is far from a joke...shame you couldn't have spoken to me from the start, although I doubt it'd have done anything bar telling you about the DLM...

[godofyouall]

I appreciate your reply however when I called for the third time Sky informed me they were not running DLM on my line. So this is not a DLM related issue as first thought. The problem is with the telephone exchange or cable running to my house. I have conducted all internal tests and even had another router delivered which did not improve the situation and have ruled out any problems with my internal connection.

My problem has been trying to arrange for the BT On Net Escalation team to arrange for a BT engineer to call out to check the exchange connections. I have provided my mobile number 6 times in total & requested call backs but have not received any feedback whatsoever.

Apparently notes on my account show that they have tried contacting me and have sent text messages but I can assure you I have not received any communication. My mobile keeps a record of all missed calls, messages & has a voicemail facility and I have received nothing. Phoning to chase every 72 hours only to be told to wait another 72 hours started to become very frustrating very quickly. A problem that should have taken a week maximum to resolve has taken nearly 1 month, which I think is quite disgusting. Especially as I wouldn't have even got this far if I didn't have the patience to keep on phoning back to chase when I received no call backs whatsoever. When I did phone nobody seemed to have a clue who I needed to speak to - this is after waiting 1 & 1/2 hours in a queue just to get through.

Sky obviously have some serious training & staffing issues in their tech support department as it's funny that you never ever have a problem getting through to their sales department to order in broadband ;-)

As I said in my earlier update even Sky's own personell in their termination department were left frustrated that they could also not receive any help from their own tech team when trying to look into my issues. The lady I spoke with actually agreed with me and said how very pathetic the situation was. Now finding that I actually have to phone again to chase for my MAC code is just the icing on the cake.