Sky ripped us off !!

[User05]

To be fair, I know quite a few in customer solutions who are complete morons. For example:

Speed & Disconnects - Been ok for 13 months!

Coincidental, but I got the OP on the phone and looked at the line history... the dude who sent out a new router had changed the downstream figures, seen it wasn't syncing in at what it should be and decided to send a new router. All that was needed was a line code change.

(I'm not saying I'm brilliant, because I'm certainly less knowledgeable than quite a few, but at least I'll do everything I can to help customers)

[misfit96]

haha thats brilliant!! i saw somebody on here posting about an ongoing issue who got through to me, he used his first inital and surname on the forum and the issue wasn't a common one. i didnt mention it as i thought it may be some breach of something(as always with sky)

[stevvi]

To the OP and anyone else, get everything Sky say to you confirmed by email from them. If you have query then get back to them asap This really is basic stuff...

As for Sky support, I've always found it excellent. Sure, jumping through the tier 1 hoops is tedious when you know they will solve nothing, but once you get above them everything becomes sane and very, very helpful.

[misfit96]

Originally Posted by stevvi

Sure, jumping through the tier 1 hoops is tedious when you know they will solve nothing, but once you get above them everything becomes sane and very, very helpful.

shouldn't be.. 5 word gets you past tier one: "im in my test socket"

[User05]

The thing is, if the tier 1 taking the call is good enough, most of them can fix the issue anyway. Checking the physical set-up (what is plugged into each telephone socket) is something tier 1 do and also CST do. If I get a ticket with everything looking good physical set-up wise, I'll double check it anyway. Most people on this forum are people who have problems which tier 1 cannot rectify, but other then that, I'm sure tier 1 fix A LOT of problems otherwise.

[misfit96]

Originally Posted by User05

The thing is, if the tier 1 taking the call is good enough, most of them can fix the issue anyway. Checking the physical set-up (what is plugged into each telephone socket) is something tier 1 do and also CST do. If I get a ticket with everything looking good physical set-up wise, I'll double check it anyway. Most people on this forum are people who have problems which tier 1 cannot rectify, but other then that, I'm sure tier 1 fix A LOT of problems otherwise.

it was a while ago but i was told by a TL in CST that 75%(think that was it) of CST tickets shouldnt have been opened and the issue could have been resolved in tier 1. most of the people on this forum have problems tier 1 cannot resolve because anybody who reads through a few threads on this forum understand the importance of checking for internal wiring problems. the average sky customer doesnt and the problem with alot of CST tickets needlessly being opened is that alot of tier 1 dont actually understand the impact of physical setup and therefore cant explain the importance to the customer who obviously is going to want to rush through to CST who generally know what they are talking about and can explain how it works.

its down to sky's training really, as long as tier 1 can say "the router needs to go into the test socket" they dont need to know why..

[colinhepburn]

Originally Posted by misfit96

it was a while ago but i was told by a TL in CST that 75%(think that was it) of CST tickets shouldnt have been opened and the issue could have been resolved in tier 1. most of the people on this forum have problems tier 1 cannot resolve because anybody who reads through a few threads on this forum understand the importance of checking for internal wiring problems. the average sky customer doesnt and the problem with alot of CST tickets needlessly being opened is that alot of tier 1 dont actually understand the impact of physical setup and therefore cant explain the importance to the customer who obviously is going to want to rush through to CST who generally know what they are talking about and can explain how it works.

its down to sky's training really, as long as tier 1 can say "the router needs to go into the test socket" they dont need to know why..

HO well I am glad I am away from sky connect pile of crap that was I got out of contract earl y due to most but I will say not all the support team did not have a clue
I remember a couple of time I worked out the problems myself and when you told them they would not listen or if they didn’t know they would say sky doesn’t support that as a get out but my many issue was speed or lack of it stopped
So pleased to be ride of sky connect crap went back to BT now no problems now and good speed to jumps for joy

[User05]

Sometimes you get stupid customers through, too. Prime example today:

Myself: What lights are on on the router?
Customer: Router?
Myself: The black 'broadband box'.
Customer: All the normal lights
Myself: The first, third & fourth light, right?
Customer: No, no. The first is on, the second is off, the third is on and the fourth is also on.
Myself: ... Oh, my mistake.

Wow.

[misfit96]

lmao classic!! i can just picture how the rest of that call went...

User05: the lights are green though yeh?
Customer: no.. the first light's green, the third light's green, the fourth light's green!
User05: oh right, i see
Customer: do i need a new router?
User05:

[michaelh]

Originally Posted by IWasNotTheEnemy

OK, old post - but to say we're dire is a bit rich...I was an excellent employee, knowledgable and always helped as much as possible, even going out of process to help some people...

I'm sure you were - but you're no longer there