not sure if it's the right forum but.....

coreservers · 05-09-08, 05:02 PM

Admin note: moved to "Sky Unhappiness" from "Sky Broadband help".

I just moved house two weeks ago. I was with BT but had so much trouble with the service (11 complaints in 8 months) I managed to wriggle out without a disconnection charge.
I phoned sky to get a tv broadband and phone package on 06/08. I discussed the various packages, and chose one. I gave my postcode and she stated I could get between 8 and 16mb. fine.

Once BT released the new phone number, I phoned back to say Can I find out more about broadband, was told the same thing. but they couldn't do anything until my sky+ was activated as it still had a correspondace address on the front page. Yesterday my sky+ was activated, so I called today. to suddenly be told.... "the broadband isn't available at your exchange" if you want it you can onyl have connect at 2mb and it'll be an extra £17 per month. Needless to say I was furious. thanks mr murdoch, your a rip off merchant!

I'll be getting myself out of this sky+contract now, as I cannot stand being lied to.

Isitme · 05-09-08, 05:27 PM

I don't blame you in the least. I think it is shocking the way some Sky reps give out information which is nothing short of a downright lie. It is very easy too check whether a potential user can get the full service or not. The only get out I can see is that if your phone line is not connected to the exchange usually used by your post code, this could make a difference. On hindsight, it would have been better to wait until your phone line was active before agreeing to any contracts. Unfortunately hindsight is of little use, we would all be millionaires if it was.

Carl2T · 07-09-08, 12:28 AM

it is possible that you live fairly close to the exchange but there is not enough room in the exhange to place you on higher packages.. thus you will be placed on a package running through bt equipment.. this package is up to 8 for a POSSIBLE 17.. I would be on the blower requesting a discount or something as you were promised this that and the other.

Over a period of time when the exchange is updated so that there is enough room you are transferred to a similar package of up to 8.

coreservers · 08-09-08, 11:12 AM

It kind of says it all though, when you get a manager, who wont let you finish what you are saying, then tries to claim, that sky ha ve no official packages (see surf talk or whatever it is called, isn't a package apparently). and that no packages were discussed with me on the 6th August. The call centre person, actually called me back, at 7pm in the evening to finalise it, and took £30 off my debit card!. A parcel of lies and deceit. I have mailed OFT and my local trading standards. The UK really is a backwater for broadband access. having lived in rural Holland and got 20mb without any trouble at all, I fail to see why this supposed world leader cant do it

ToniFerrino · 08-09-08, 12:51 PM

Oh mate, i cringed when i read this, an all to familair story im afriad, if its any concelation, your not the 1st person this has happened to, and u defo wont be the last
As i stated here
the sales team will tell you anything to get you signed up, and now teletech have agents in the sky inbound sales dept. its only going to get worse.
Sure you could have checked the speed of your line yourself, but i think thats a bit of a cop out, you dont expect to be givin misleading info, or dont right lies, its not good, try and cancel on those grounds.
best of luck

Carl2T · 08-09-08, 04:10 PM

inbound sales? where were you based?

NewsreadeR · 08-09-08, 04:16 PM

Quote:

Sure you could have checked the speed of your line yourself, but i think thats a bit of a cop out, you dont expect to be givin misleading info, or dont right lies, its not good, try and cancel on those grounds.

One thing I have noticed, is that Sky would appear to be using out of date databases to judge speed. Infact not just Sky, Sam Knows does as well.

When I say out of date, I mean historical data, and not purposely out of date.

A good test of this to see for yourself, is try this link:

Enter your Telephone number and your postcode.

In my example,

SkyUser Broadband ADSL Line Speed Checker (upto 8mb)
Line Speed Checker (ADSL)
We have determined your line is capable of upto 3mb or 3500Kbps.
Full Details:

* 1 & 2mb available
* 500Kbps/256Kbps available
* ADSL MAX (upto 8mb) is available.

On Sky I get 6.6mb approx, and as you can see, the data is well out of date.

Our test uses the historical data from Sam Knows, and isn't wrong, its just not up to date. Sky would be using a similar database, as this indirectly comes from BT.

Therefore, the agent or the salesperson, is using the tools available, and to put it bluntly these tools may be flawed, or at the very least, no where near accurate.

ToniFerrino · 08-09-08, 04:49 PM

Quote:

Originally Posted by Carl2T

inbound sales? where were you based?

Alot of Teletech agents are based @home, some are in call centres in ireland and elsewhere in the uk so i believe.
Whilst i was working for teletech from home, they gave the @home staff a chance to move over to inbound sales, im not sure on how many people took this oppertunity, but their job recruitment site was offering positions working from home for sky inbound sales