Customer Service horrendous.

[martynh99]

Where do I start. Rang in to the dedicated home move number on 29th Sept as I am moving house. They said that it would take 4 days to move the talk/broadband.
4th Oct still not heard anything so rang in to check - 2 hours later i'd been round 7 departments and had been told things ranging from

• your service is active at the new house already, despite me still receiving calls at the old house

• the order has been sent for processing

• because you are on the new network it will take about 10 days before it's picked up as there is no dedicated support team yet

• the order does not exist

I got put through to disconnections who assured me the order had gone through and full notes had been updated on the account and I should hear back on Monday as to what is happening.
I just called in again for an update, was put on hold for 25 minutes then they hung up on me

[andyjsk]

i have had to call customer services twice today with referance to my broadband,the morning call was due to a letter from sky saying that the service was being disconnected due to one of our machines being used for spam mail i.e highjacked,reformatted all 3 machines and rang the number given in five minutes we were back on then at 6pm the connection was lost again another call and during the call the green light came back on,each time i was treated politley during the calls and have no problems with the standard of service at all ,this was the fourth time in two weeks we had to call the cs asst raised a ticket to escalte the problem upwards and a call back in 3 days,and yes it happens well it did last time

[Koala5]

Yep agreed there customer service is pants! I had an engineer out 4 weeks ago to sort out an intermitent no signal problem with my dish, he left me with a none operational satellite system and no analogue TV either due to him cutting through the incorrect cable on the wall outside! "Long Story" They did eventually sort it all out but it took a week and countless phone calls to numerous different departments and over 2 hours on the phone. It really was like wadding through treacle!!

[martynh99]

After banging my head against the wall that is skys customer support i've finally been told the reason why my home move of talk/broadband isn't happening.

I moved onto Skys wonderful shiny network and they don't have the procedures or support infrastructure to perform house moves on the new network.

I'm told that it's being discussed by senior management as a serious problem but no timescale of when this will be resolved.

Post moved from separate thread, please do not start a different thread for the same subject.

[sky-hater]

sky = great product with no customer service

[rarnold]

Sky's customer services has improved significantly over the years. With technology such as e-mail and Sky.com you can contact Customer Services at the click of a few buttons and majority of the time get a resolution within 72 hours.

Use the below link and ensure that you select the relevant drop down which relates to your complaint. Also ensure that you have included a contact number so that one of the advisors are able to contact you and get a suitable resolve in place;

https://mysky.sky.com/portal/site/sk...00090b140a____

[NewsreadeR]

In my experience, if you have an issue with Sky TV the support / customer service is outstanding.

For Broadband unfortunately it is absolutely shocking. In a way that is one of the reasons why I would never change to Sky Talk, I just have zero confidence in case I ever have any issues.

Sky should make their support the same all the way through their different products, then there would be hardly any issues or unhappiness.

[martynh99]

Originally Posted by rarnold

Use the below link and ensure that you select the relevant drop down which relates to your complaint. Also ensure that you have included a contact number so that one of the advisors are able to contact you and get a suitable resolve in place;

https://mysky.sky.com/portal/site/sk...00090b140a____

Yeah, did contact them via that link before my post here, all they did was send me a standard email saying call the home move team who are 'there to take the stress out of moving home'.
I replied to the email explaining how i'd been talking to them and got nowhere after hours on the phone to the home move team among other depts - the reply that came back was exactly the same , call home moves who will take the stress out of moving
I wrote to james murdoch who passed it onto someone else to deal with - they emailed me 3 days after I had cancelled the service to say that due to the problems I was having getting a new phone line installed they will credit me £125 . The same day I had a call from the SDDM team who manage the new network, they told me it would be 14 days to cancel current service and then a further 90 days before I would get broadband again from them

[Andy17]

I carn't say I have really had any problems with sky even ever since we first signed up to sky tv many years ago and the broadband service has got alot better than at the start, the good old days.