Poor Customer Service

[jbailey]

I'm in the process of moving my internet over to o2 and just cant believe how ill informed the Sky Customer Service Team seem to be.

Rang them up to obtain my MAC Code and they kept going on about how i was going to breach my contract if i left before my 12 months is up. How can they not know about the new terms and conditions of their broadband which allows us to change provider free of charge before August 1st? Its unbelievable.

In the end i was teaching them and telling them to read their own website. Also they say they cant see my MAC Code but they will put a request in and will send it so i recieve it in the next 10 days or so, isnt this also a breach of rules? Surely they can bring it up straight away and tell me over the phone?

I guess its who you speak to when you ring them up but I just found it incredible how incompetent they seemed to be.

[neilmcl]

Originally Posted by jbailey

Also they say they cant see my MAC Code but they will put a request in and will send it so i recieve it in the next 10 days or so, isnt this also a breach of rules? Surely they can bring it up straight away and tell me over the phone?

They can but they don't have to. Ofcom state that they must issue the MAC in writing or email within 5 days of its request - "the next 10 days or so" simply isn't good enough.

This is the code of practice - Migrations Authorisation Code (MAC) Broadband Migrations Process | Ofcom , you'll be well within your rights to complain to Ofcom but whether they'll do anything about it is another matter.

[snowwhite]

I am having problems with the wrongly named customer service; no answer to emails, no return calls; faulty sky+ box, just not interested. I have only had sky for 6 months and its been all hassle, so I am cancelling - told I have to wait until my twelve months is up ... can't break contract early; strange when they have already done that by not providing a fully functioning service... if anyone is thinking of joining sky - dont.