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    Sky Broadband users speak out about support woes

    This is a discussion on Sky Broadband users speak out about support woes within the Website news forums, part of the SkyUser Announcements category; Free, but failing By Bill Ray → More by this author Published Tuesday 14th November 2006 09:46 GMT Get The ...

    1. #1
      NewsreadeR's Avatar
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      Sky Broadband users speak out about support woes

      Free, but failing
      By Bill Ray → More by this author
      Published Tuesday 14th November 2006 09:46 GMT

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      Sky has been having a hard time fulfilling orders and providing technical support for its free ASDL-broadband service.

      Internet discussion groups are alive with complaints from customers awaiting connection and exchanging horror stories of hours spent talking to technical support in a variety of countries.

      The problems are not general to all customers, and many users are very happy with the service, but those affected are certainly suffering with connections reportedly taking months and unhelpful support only causing greater frustration.

      Customers wishing to change provider are also reporting problems getting hold of the codes necessary to take their connection elsewhere.

      The fact that Sky's service is free seems to cut little ice with most customers. One suggestion was that users should threaten to cancel their other Sky subscriptions, hitting the company where it hurts: but while vocal in their complaints, respondents pointed out that this would be an empty threat as they couldn't possibly live without their other Sky services.

      The service has certainly been sucessful since launching in July, and reports from inside Sky say customers have been switching to Sky TV just to get the free broadband, which is a thought to warm the cockles of many a quad player in today's market.

      Customers may just have to accept that the quality of service is a reflection of the amount paid for that service, and if you go for the lowest price you may not get the best customer service.

      As one forum poster put it: "Just remember you are getting FREE basic broadband or very cheap 16meg access so I am prepared for a few problems to begin with if I am saving money in the long run."

      http://www.theregister.co.uk/2006/11..._tech_support/
      Last edited by NewsreadeR; 14-11-06 at 03:10 PM.


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      shame they didn't link to the happiness forum - personally speaking, I think the service is great and have had no issues from, Sky themselves (just my dodgy wireless connection!)

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      While there is no doubt that are a lot of happy customers (myself included now) there are also a lot of people that feel let down by Sky. The main problems as far as I can tell is the fact that the people at Sky give the impression sometimes that they do not know what they are doing and the lack of information coming from them on certain issue speaks volumes.

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      Quote Originally Posted by pipsmooth View Post
      shame they didn't link to the happiness forum - personally speaking, I think the service is great and have had no issues from, Sky themselves (just my dodgy wireless connection!)

      Yep, I gotta agree, however the report imho was fairly balanced

      The problems are not general to all customers, and many users are very happy with the service,


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      Oh.... and still no response from Sky!


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      Given that they don't communicate to well with their customers I think you might be waiting quite a while to hear from them.

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      The good old Beeb have a story up now:

      http://news.bbc.co.uk/1/hi/uk/6145738.stm

      Better late than never I suppose although Sky don't get a mention

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      What surprised me about that report is that Tiscali came 3rd, and good old Plusnet got 76% against 92% 5 months ago.


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      I was one who contacted theregister (11.10.06 & 07.11.06), story was then posted on theregister 14.11.06.

      I found it 15.11.06 and posted on here to let people know, only to have it removed and an infraction given to me by "Wheelie" !!!! as their were already 2 threads in other forums on this site. I never expected anyone else to post it as i've never seen anyone mention theregister.

      I DID check the forum I was posting in (Sky Unhappiness) to be sure nobody else had posted the story but didn't think to search other forums as this to me was the forum that seemed most appropriate into dissatisfaction with Sky.

      So there you have it, before you post ANYTHING, search the whole site 1st or you will get an infraction !!!!

      -------------------------------------------------------------------------
      What side of the fence are YOU on ??

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      @ skycowboys you have a pm


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