Sky Router delivery madness

[ToniFerrino]

Oh well endosa, welcome to the wacky world of sky and Teletech@home, the people you will have mostly talked to when calling sky tech support after around 3pm uk time.

For those of you who do not know, skys broadband Tech support is mostly run by a company called Teletech, they provide help desk solutions to large company's like sky.

The agent for Teletech works from home with a pc and logs into sky's archaic chordiant system with the help of a bootable linux CD and a fone headset.

So when u give sky a call about where your router is the call is routed thru to the person sat at home with a fone, they bring up your details on their pc, the only thing is, this system doesn't work to well, so entering data into it becomes very hard, and most of the time in my experience the agent doesn't bother, only when you get around to an agent that gives a **** will anything ever get near being sorted out.

when the agent says he is going off to make a call or talk to his manager about where the router has gone like this "im just going to find out from parcel force where your router has gone" what this actually means is he will send a super user (part of teletech team that sits at home answering questions via instant messenger) an instant message asking to find out if the parcel is at PF depot, what goes on then is this, the super user goes to the parcel force website, like you could if you actualy had a router and input a tracking number to find out the info, amazing isnt it, hi tech system, why they dont just provide you with the tracking number i will never know.

So in breif what goes on is that nobody really talks to one another, only by text, and know one really knows how to sort out a missing router, u can goto sales, they will argue that its not their prob, you can go back to tech, all they can really do is ask some 1 else to look for it, but only by a txt medium, they could just order you a new one, ask them that, sometimes you might get lucky, you can always go for the "put me thru to your manager", but we all know, managers will never take the call, despite them saying they love to take calls, they never will.

Hope u get sorted
T

[dsldude]

Jesus you sound like you have a BIG chip on your shoulder,
did you get sacked or something

Teletech are one of many outsourcers that Sky use, personally
I would prefer that a UK agent took my call at least you can
understand them better than agents in foreign call centres,
they all do the same Sky designed training courses as-well

They all use the same Sky systems anyway so it doesn't really
matter who gets the call, as it will be handled using the call flow
guide they all use

You have to remember these guys are only at tier1 so they have
a basic understanding of IT and know how to use Sky's call flow
system and thats all they really need, as bigger issues will be passed
to the CST department

There really just there to filter out the thousands of calls
from people who are too thick to conect Microfilters in the
right places, or expect the wireless conection to work before
they have even conected to the router acces point

Sky's tech support is no better or worse than all the major ISP's
in fact compared to the likes of Tiscali and Pipex there great

[Endosa]

...and to sum up :

Yesterday they delivered the package with NO cables/CD/filters/password card. Just the router with power cable... Oh, and the apologetic letter with hopes that now I will finally be enjoing their Broadband services...

[dsldude]

Will you do say you hate wires

Luckly the network is allot better
than the CS, so get browsing as
long as you have your own cables and
filters LOL

[Brian69]

Standing by for the "I live in a new home and my speeds are poor at the extension but o.k at the test socket"

[PaulSky]

Originally Posted by Endosa

...and to sum up :

Yesterday they delivered the package with NO cables/CD/filters/password card. Just the router with power cable... Oh, and the apologetic letter with hopes that now I will finally be enjoing their Broadband services...

Yep this is why your call should have been escalated to CS, Tier 1 can only order a "replacement" router set which only goes out with a power supply, no cables or filters would go out if T1 order it.

[ToniFerrino]

Originally Posted by dsldude

Jesus you sound like you have a BIG chip on your shoulder,
did you get sacked or something

Ha Sacked, No i left due to the way the numpty outfit is run, i think, especially at the moment its would be very difficult to get sacked as they need everyone they can get.
You are right tho about T1 being a barrier for CST ect, i only wish they had told me that at the beggining, the emphasis seems to be on put on being extra polite rather than actually sorting anyones problem out, as long as your polite and say have a nice day they think that the sky customers will go away happy, altho their broadband connection actually hasnt been sorted.
The bit that got me the most was at the end of a call, despite being able to fix the prob or not, u ask "is there anything else i can help you with", only to get the response of "yea, fix my broadband", all so very silly and a waste of everyones time.

You see, endosa still has had zero joy, do ur self a favour, ditch sky, get some tins and a peice of string, see if that helps, prob get a better connection.
l8rs

[Smithy99]

Originally Posted by Endosa

So is that all that attracted your attention - my wife's job? Other things seem completely normal? Ok then.

No, that's not the only thing that attracted my attention but I thought it would be a helpful warning that if you try the "I've lost money because I cannot work from home" tact that you have mentioned here you may likley get told that you cannot have the service anyway.

Guess you know best

As for the backup line, that seems sensible to me, especially as you seem to have a loss of earnings when the internet goes down.

Just for the record, I'm self employed, I need to carry a lot of tools etc for my work. Do I jam them in the family car, no, I have a van as it is built for this purpose, you should maybe do the same with your broadband and get a business package, that way you can get all peeed off when it goes down.