Sky Broadband Team admit Sales Dept are Liars

[gerrygerry]

Copyof the email I've sent to them, still no reply:-

After receiving an email from you saying Sky Broadband was now available in my area for £5 per month I jumped at the chance to join after waiting nearly a year for it.

So on the 17th Jan 2007 I placed an order and was informed I'd need the MAC code to switch providers (was with Orange), which I supplied to you, then was told by Sky Sales Team the switch over would be painless. You would send out a router to me and a letter would follow telling me when the line would go active and I would just need to plug the router in and start using Sky Broadband.

On the 19th Jan 2007 received a letter stating my username and password for Sky broadband and was informed in the letter a further letter would be sent to confirm my activation date.

On the 29th Jan 2007 I called Sky Customer Services to find out what was happening with my order as I had received no activation letter, no router and my broadband connecting from my previous broadband supplier (Orange) had gone dead, was informed the router was due for delivery today (29th Jan 2007) and my line was now active.

On 30th Jan 2007 called to find out what happen to the router as it had not been delivered, was told it was with Parceline and had been for sometime and to take it up with them as it wasn't Sky's problem.
Called Parceline, they had no record of any parcel from Sky to be delivered to my address. Called Sky Customer Services again and was informed the router had just been order and would be with me in 3-5 days. When I stated I was informed yesterday my delivery date was 29th Jan 2007 was told someone lied to you and the order for the router has just been placed.

Angry that I was disconnected without warning from yourselves, I use my broadband connection for work and need access to emails and various websites, I called the Sky broadband team on 08705 515 515 and was informed the router would only ever be sent out once the line went active from BT and a letter was sent on the 29th to tell me my line was active.
What is the point of sending a letter telling me when my line is active, I know its active, you've cut me off?
Was informed by the nice person from the Sky Broadband Team that sales will say anything to the customer to get a sale, well they certainly did with me and also Customer Services, I've been lied to from the start regarding this so called service you provide.

I am totally disgusted by the way your sales and customer services department have handled this. Why lie to me, the one thing I hate more than anything is being lied to by a company.
Tell me the true, I can take it, if I'm going to lose a few days connection, tell me and I can plan for it. Don't lie, disconnect me without notice, then lie again when I call to find out what's happening.

I have Sky+, Sky Multi-room and now when ever I get it Sky Broadband & Sky Talk, but they way I feel right now I feel like cancelling everything.

Sky are misleading and falsely selling products, telling me one thing to get a sale and informing me another once you don't deliver. Even your own staff have informed me this is how you operate.

I will be sending a copy of this to the Trading Standards & Ofcom to see if they can look into this matter.
--

So without broadband at home now and don't know what emails I've missed??

[yodasarmpit]

So your router was delayed, and you were wrongly told it had been sent.
Suck it up and accept a mistake was made, that ulcer might not become too big a problem if you do

[gerrygerry]

Originally Posted by yodasarmpit

So your router was delayed, and you were wrongly told it had been sent.
Suck it up and accept a mistake was made, that ulcer might not become too big a problem if you do

A mistake wasn't made that's the point. Sky lie through their teeth for you to take the deal, then don't give a Feck afterwards.
I must get about 30-50 emails a day, so I don't know what ones have been bounced because they never informed me they would be switching me over.

Plus I still haven't got the router, so I'll maybe stop complaining once I've received it and up and running, but reading some of the stories here I maybe in for a bit of bother.

[Hughjarse]

Originally Posted by yodasarmpit

So your router was delayed, and you were wrongly told it had been sent.
Suck it up and accept a mistake was made, that ulcer might not become too big a problem if you do

I hope you dont work for Relate!
Give the guy a break, hes had a frustrating time and a bit of sypmathy never goes a miss. I got my router long before I was activated. Im afraid its a case of work realted pay - the more they sell the more they earn - and I guess they realise that although youre thoroughly pi**ed off, you will eventually be connected and they will be paid.

I agree with you we shouldnt "suck it up." Poor service is not acceptable when you are ultimately paying their wages.

[yodasarmpit]

Originally Posted by Hughjarse

I hope you dont work for Relate!
Give the guy a break, hes had a frustrating time and a bit of sypmathy never goes a miss. I got my router long before I was activated. Im afraid its a case of work realted pay - the more they sell the more they earn - and I guess they realise that although youre thoroughly pi**ed off, you will eventually be connected and they will be paid.

I agree with you we shouldnt "suck it up." Poor service is not acceptable when you are ultimately paying their wages.

I just think a lot of people blow things way out of proportion.
Yes the service hasn't been perfect, but it was most likely a genuine mistake or poor training, these things happen.
Hopefully the router does arrive soon otherwise it may be time to look out another ISP.

[momorris]

All well and good with the letter except the "i need my broadband for work". Sky is a home service and not for business use. Its in the terms and conditions.