Sky Router delivery madness

Endosa · 20-08-08, 12:59 PM

Just bought a new house and signed with Sky for TV & Broadband. TV installation service - top notch, everything was made absolutely fine with a wink of an eye.
And then....

Was supposed to get the router on 31st of July (!)

Stage 1 (August 1):
While I was at work Parcel Force drops "we missed u" card and supposed to come next day.
Nobody shows up for 3 days in row (my wife was at home waiting for them).
Called Parcel Force: after investigation it appears, that the driver has made his own conclusion, that we sold our house so there was no necessity to come back next day and the router was send back to Sky (they had all our contact phones though).
Stage 2 (August 5) (:
Call to Sky: BB support lady says that her system shows the router is still at Parcel Force depot. I insist that it is not. She puts me on hold 4-5 times, trying to find smb, who will help "...to open this window" on her monitor. Finally she says that yes, it has been returned, but they will need to start some "necessary procedure" in order to send it again and it will take 5 working days.
Stage 3 (Week after):
Call to Sky: BB support sees my request in system a week ago but then rewards me with info, that nothing has been done since that time, but they will "try to make an exception (!!!)" for me and arrange redelivery in 2-3 days.
Stage 4 (3 days later):
Call to Sky: After multiple chasing attempts it appears that their system shows the parcel was delivered next day, but smb named "Sealan" signed for it. Then goes the best part:

Sky lady Kim:
- This must be someone of your neighbours...
Me:
- Don't u know that if it is left with neighbours (which can't be, because it is a "signed for" parcel) they drop us the card with their house number? We don't have one.
Kim:
- But I think it is not too difficult to check them and ask about it.
- ????? Sorry, are u all right? You tell me to go and hunt for the parcel when u don't even have the house number???? And by the way are u sure that it is the parcel for house 81?
- Yes, it is your parcel. Sorry sir, all I can advise to you is to call Parcel Force tomorrow and if the can't help - call us back.
- ........

Stage 5 (next day):
Call to PF:
People were actually very understanding and helpful and found out the following: it was not my parcel and Mr. Sealan happily received his router, living in house number 47, because he is another, happier, Sky customer.

Call to Sky (unfortunately my dear Kim is off sick

):
- $%&&"***? (+ infinite excl. marks)
- Sorry sir, I see in our system (OOOH MY, not again!), that actually the second time despatch has not been done yet... I have no idea - why...
- Can u just feeeeeeeeel, how it doesn't surprise me?.... So the "exception" that Sky was going to make for me is to deliver routers to anyone except me...(!)
- I will put it under special control and u will definetely have it in 2-3 working days...
- SURE I WILL !!!

Well today we have 20th of August and I am still waiting for my router. Put away time that I've spent and all other "no-connection" inconveniences.
Maybe it is a rear thing, but the start of my relationship with Sky couldn't be worse...

Smithy99 · 20-08-08, 01:14 PM

Sky's T&C's don't allow you to use the service for business purposes so I wouldn't mention that you have lost money as she has been unable to "work from home"

If it really that important to her business you would be better off getting another line and service in for her, that way you would also have a backup.

IAmNotTheEnemy · 20-08-08, 01:14 PM

hope you're aware lack of earnings will get you nowhere other than terminated as business use is prohibited in the T&C's of service with Sky BB...

other than that, bit of a shambles...

PaulSky · 20-08-08, 01:27 PM

Agents check by post code for delivery and your neighbours router would have probably been the only one showing, at that point only parcel force would have been able to confirm if it was the correct delivery or not. Its a restriction of the parcel force portal that is avalable for tracking unfortunately and not a mistake by the agent.
The mistake by the agent may have been failing to raise the router replacement first time round but to be honest non-delivery of first routers is supposed to be dealt with by another department and not by BB tech support so it looks like an escalation failed again.

Endosa · 20-08-08, 01:52 PM

Quote:

Originally Posted by Smithy99

Sky's T&C's don't allow you to use the service for business purposes so I wouldn't mention that you have lost money as she has been unable to "work from home"

If it really that important to her business you would be better off getting another line and service in for her, that way you would also have a backup.

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

silverfox · 20-08-08, 02:08 PM

I like the way that the sky people showed complete disinterest in your problems and offered no help. As you pointed out, all they were interested was the business aspect.

PaulSky · 20-08-08, 02:12 PM

Did I mention business use? No, I just explained the issue behind the tracking system that Parcel force allow us access to that doesn't show the full consignment information and I also pointed to a failing to escalate properly which would have meant the issue being raised to the department that deal with first time delivery issues.

shaunybhoy · 20-08-08, 02:16 PM

Quote:

Originally Posted by Endosa

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

what do you expect us to do right @ this moment in time log into work check the status of this missing router for you ?

m8 call sky my colleage is only giving their own opinion