Are sky just slow in replying or just plain ignorant?

[WRH2005]

So far we've been activated for two whole days. I've sent two emails to sky, like I would have with B.T before them and unlike B.T they don't bother replying to them.

Now I'm not an unfair fella I know people have work to do and can't always get around to do everything but they really need to answer their emails. I'm unhappy with my gaming pings and asked them to reduce maxdelays.

If it weren't for this sloth in replying back in person I'd probably be happy. My connection speed is acceptable and my upload is also, the line is also quite stable. But I'm a gamer and can't play as well with twice the ping I was getting before.

I dunno maybe I'm just being mean but whenever I got in touch with B.T they always replied within a few hours. Maybe I should just ring SKY instead? But then what is the point of having email. As far as I am concerned T.V and telephone were obsolete the moment we got broadband because my PC can do all that and more and often better too. It's far more convenient to send email than it is to make phone calls, I only have a phone to keep in touch with my gran and thats it.

Whatever the case is the morale of the story is reply promptly to your emails IE within the day at least, not have to send an email a day and not get a reply to any of them. Come on SKY frame yourselves!

[Smithy99]

You need to fill in the KANA form on the website to get you max delays reduced, this can take up to 3 days.

Sending an e-mail will not get through to the correct people and may take a lot longer.

[Undecided Adrian]

didn't somebody say that the emails were backed up in their thousands and they needed a 3rd party company to come and clear the backlog?

Most probably all the connect customers complaining.

[WRH2005]

Originally Posted by Smithy99

You need to fill in the KANA form on the website to get you max delays reduced, this can take up to 3 days.

I see, you mean this thing.

I did do that. I thought that was email? O_o

Oh well silly me. I thought using this form was more or less the same as regular email. Might be prudent to wait then, but still three days is a bit slow. Can't be helped I suppose. Well thanks for telling me it can take that long.

[Isitme]

Phone them if you want quicker action, it can take 3 days even to get an acknowledgement from a KANA form.

[indefatigable]

if you used the form, which headings did you use?

If you used anything other than the broadband technical headings, then you'll have to wait ages for a reply.

If you used the bbtech headings then you'll have to wait about 3 days for a reply, because of everyone that didnt use the bbtech headings (long queues in customer service inboxes, so tech emails get easily lost)

don't worry, you'll get a reply soon

[WRH2005]

Originally Posted by indefatigable

if you used the form, which headings did you use?

I used complaints for the first one I think then general for the second. So I got it wrong both times!

I may have done better using the tech headings you think? I may try that. My dad is currently playing codUO and his ping is 70 ish but the connection is smooth so he's handling the higher pings. It is 20ms lower than it was yesterday. Perhaps it may settle as the 10 day trail progresses. It does seem to be a lot higher in the evenings and late afternoon.

[indefatigable]

yeah, using the complaints headings and general enquiry heading put the emails in the customer service queues. Those queues are roughly 2 weeks behind. Better off making another request, put it under the cant browse heading. It'll still be a couple of days though, but you should get it done quicker.

[WRH2005]

Ah they've got back to me. Pings appear to be in the 50s again, as long as it's smooth I can live with that.

An extra meg of speed too into the bargain. Now at 10m download.