A result from sky......

andyd55

I have recently just got connected to Sky broadband max, after many months waiting on it. I am appalled by the level of customer services I have received during this period from Sky and find it totally unacceptable!!

Firstly let me state when I ordered my broadband back in February that I had an offer that I will receive three months free broadband max, I even have a letter stating that this is what I would receive from Sky dated the 5th February, I will come back to this issue.

The problems started when my postcode was flagged up by myself as in correct in your correspondence with me, when I phoned up to get this changed over that was fine on your system, but when my broadband order was going through your advisor told me it was coming up as error with BT’s database. Sky advisor then told me that I had to contact BT myself and ask to have my postcode corrected on their wholesale and openreach databases. Now as I am not a BT customer and it is you who supply my telephone line I questioned this and was told that I could still request them to change these details. Any way I contacted BT and was told that as I am not a customer with them that they can’t help me and it would have to be Sky that would contact them and have my details amended.

So back on the phone to Sky, explained everything again and this time sky advisor told me that the previous advisor was incorrect and that he would email BT and have it done immediately and that my broadband would be ordered in the next day or so and I should get a phone call confirming this, I left it a week, no phone call. So again I ring up Sky to query what is happening with my broadband, I again explain my whole situation with the incorrect postcode, the advisor tries to put the broadband through this was unsuccessful and again I was told to contact BT, I told sky advisor that I had tried to contact BT but wasn’t allowed as I don’t have a contract with them, but was assured that you can do it, so I agreed once again to contact BT, same outcome, so back on phone to sky, this time advisor says he is not sure what to do and will put me through to another department, on hold for a min then line goes dead, not impressed. So again I ring up explain the situation and wait for it not sure what to do transferring to another department and once again line goes dead!! Does this sound like good customer services!! So I try again finally get through to a very helpful advisor who says sorry for all inconvenience and assures me he won’t disconnect me, he says he will contact BT and get it all sorted for me!!! Finally success I think! So sky advisor says he will ring me on Monday to confirm all has been sorted Monday comes and goes no call, however Tuesday I do receive a call saying its sorted and that broadband has been ordered!

Finally I thought, however when I checked online the wrong package was selected and I was being connected to the Broadband base. So I ring up Sky again, to be told that I have to wait until I am connected to change the package over. So on the day of activation I ring up to get it changed over and ensure my offer of three for free is in place, to be told that my offer no longer applies, and that they can’t put it in place, now this is why I am writing to you, I have a letter from yourselves stating this is what I am to receive there is no time limit on it and personally I think it is your fault for dragging out getting my broadband connected and I don’t see why I should lose out on my offer of three free months, in fact I personally think that is the least you can give me after all the hassle of getting this sorted and the amount of phone calls and in correct advise given to me by your advisors!





Sorry for lengthy post that is email I sent to sky was so fustrated with service and got email back yesterday..........




Thank you for your email addressed to Mr Darroch, regarding the offers that were available when you initially tried to order Sky Broadband, which has been passed for my attention.

I’m very sorry for the problems that you’ve encountered since trying to get Sky Broadband. This is not the level of service that we aim to provide and I’m sorry that it has been your experience lately. I can assure you that I will be passing on feedback from your experiences to ensure that this does not recur.

I’ve tried to call you this morning to discuss this issue further, however you were not available.

Unfortunately, the offer for 3 months free Sky Broadband Max is no longer available to me to apply to your account. I have therefore applied a credit of £30.00 onto your account to equate to the amount you would have saved had this offer been available.

We needed to liaise with BT in order to have the postcode changed. I’m very sorry that you were advised on numerous occasions to contact BT yourself. As a gesture of goodwill for the problems you’ve encountered, I’ve applied a further £30.00 onto your account. I hope that this meets with your approval.

I hope that I’ve been able to address the issues that you’ve raised. If I can be of any further assistance, please do not hesitate to contact me.



So pleased with result!! So other people having problems with sky persist! Just thought Id post it up.