pulling my hair out with sky/talk/broadband

deano72_2

my mum moved into my old house (bought it 1st june) i moved out on 1st june,,notified them of the situation a week before..they didnt move the contract details & still left me & my mum conected to our old houses, so when her new owners moved in they couldnt get connected to there new provider either..so after 3 days & usaully being put on hold for atleast 30mins to hr got thro & they said they would sort it,,this happend twice now,iv never come across such a bunch of amautures,,10 days on iam now sorted but my mum is still conected to her old adress..so after another 3 or 4 phonecalls & being put on hold for 30mins to hr each time (on my mobile aswell ££££)& also phoning them on the sky talk tel no at the bottom of account details finally spoke to someone & said i need to speak to anonther section....:mad: if i knew it wouldnt go against her credit rating i would tell my mum just cancel DD. so in the meantime the new owners in mums old pad still cant get there provider up & running & are having a bawl using my mums acount to make phone calls... well sky ..what a bunch of dikheads

norbet

Don't quote me on this - but don't all broadband moves take at least 14 days? Sounds like a weeks notice in advance of the move may not have been sufficient.
I was with BT at my old address - notifed them 4 weeks before the move date - our line was still connected at our old address 3 weeks after the move - so I suspect Sky may be at the mercy of BT wholesale in arranging the transfer of lines etc.
Your TV service should be relatively simple, but phone and broadband require BT/Openreach to do some stuff too.

GrammarGirl

As soon as they answer the phone, say you would like to make a complaint and ask to be passed to their complaints department. After numerous lengthy waits on hold (from mobile as I'm still waiting for them to come install my phone line!) and after being messed around continuously by Sky, I said this and they fell over themselves to help me. Gave me loads of free stuff and are now 'monitoring' my order to ensure it goes smoothly. They keep ringing me (novel, I know!) to make sure everything is ok!

ebsay2000

i used this number thursday morning.......

01506 831609

when it asks for your phone number..........press zero 10 times and you will get through quicker!

make sure you have your customer reference number handy

thepeachyone

Broadband can take up to 14 days. With a new sky installation and sky broadband it took us almost 2 months and during this time we had intermittent phone service due to the fact that Sky and BT couldnt seem to agree who was in the wrong. It also cost a fortune in phone calls.

I am really worried as we are moving soon so Im expecting to go through it again.

deano72_2

GrammarGirl wrote: »

As soon as they answer the phone, say you would like to make a complaint and ask to be passed to their complaints department. After numerous lengthy waits on hold (from mobile as I'm still waiting for them to come install my phone line!) and after being messed around continuously by Sky, I said this and they fell over themselves to help me. Gave me loads of free stuff and are now 'monitoring' my order to ensure it goes smoothly. They keep ringing me (novel, I know!) to make sure everything is ok!

i did ask to speak to there complaints department,but said they only deal with complaints in writting!!!

deano72_2

the thing is every time i enventually get through to the rite perso which normally takes 30-45mins i just end up going over old ground again again,,spoke to them thurs,they said they have no records of anything so allways starting of scratch...they said they would sort it friday,so i said pls pls pls phone me back fri even if it hasnt been done,,well guess what,they never phoned back (for the 3rd time now)& still have not been connected.
they did say the lanline can be connected with in 24hrs but it takes 14days to get BB..
iv told my mum to speak to her bank to see if she can put a temp hold her DD

GrammarGirl

Their customer service is the worst I've ever experienced. At one point, I'd been on hold 30 mins and finally got through to complain that I didn't have my viewing card (although I'd had the box installed 3 days ago, and had ordered Sky 2 weeks previously) and the guy refused to deal with me without the viewing card number. Argh! Also, when I rang up to order my broadband, I asked what packages they did and was advised to 'look online'... queue great big sigh from me. They really are rubbish.

If you want to complain, email mysky@bskyb.com or viewerr@bskyb.com. These are the addresses I used and they got back to me (by phone) the next day.

Good luck!

McKneff

Strange, that, i have had Sky for years and have never had a moments problem with the Customer Services.
Also have always got through on the phone after just a few minutes ringing

sunil1234

youre the luckiest sky customer alive!:beer:

misshighlander

Had no problems with them either when I've called them. I've even phoned them this morning and got straight through to them to take take the sports channels off. (Don't watch any off them now)