skytalk and broadband over a month to install after sky hd

melmar_2

Hi,is their anybody who has had this problem with sky,we signed up for the whole package sky hd,skytalk and broadband and got a really amazing deal from them,they came on Xmas eve fitted HD so good so far,we try and make as much as we can from the internet so we need broadband, got in touch with Sky to find out how quick skytalk would be up and running cannot activate until the 19th at earliest and takes another 10 days after that, is this true,i cancelled my 3 broadband to coincide with sky taking over on the 24th not over a month later now up the creek having a bill from them allready for HD due on 7th(tomorrow) and having to pay for pay as you go broadband,oh out of work at moment (groundworker) so from saving a few quid by putting everything in 1 package we are in you know what.
pleaded and begged but to know avail,just want advice on if this is the norm or not.

GoldenAppleCorps

Melmar, I am in an almost identical position. Have been on to Sky 'Customer Services' - one dept or another - for some 3hrs in total. I get a different excuse / reason almost every time and promises of when the problem will be fixed or that someone will call me back have never been kept. Try calling 0207 705 3000 - Their HQ number, Also, whilst I'm sure he doesn't read them, the email address of Jeremy Darroch the CEO is jeremy.darroch@bskyb.com

spike7451

It's BT Openreach,not Sky, who are messing you around.They do the work on Sky's behalf & dictate when & how work get's done.

underlay_guru

Hi there,

I had an extremely similar problem last year...

When I initially enquired about getting Sky installed, I was passed onto a contractor in my local area, who arranged the prices and installation of TV, phone and broadband: GREAT! The TV was installed on the agreed date, with the promise of the phone and BB inevitably: GREAT!

WRONG! Five weeks of waiting, and we had no phone or BB, so I rang the contractor to find out what was happening. It turned out that they were just the TV installer, and were not allowed to sell or install anything but the TV.......In other words, the contractor had falsely promised phone and BB so they could slyly get their foot in the door with the TV install...Sky themselves had absolutely no record at all of me even enquiring about phone or BB......BT openreach could not be blamed because the contractor or Sky had not acknowledged my order.....


...So nearly 6 weeks later I had to reapply for phone and BB direct with Sky, and because I had officially bought these services at a different time to the TV, I did not get the 'new customer' offer price that I was originally promised by the contractor, (which I now knew was just sales BS in order to get a TV installation fee out of me). I contacted sky to complain about this, but it simply fell on the deaf ears of their call centre drones. I also contacted the contractor to complain about their conduct, but they denied all knowledge.


By the way, the contractor was a 'Sky approved' Yorkshire based installer, so cheers for intentionally misleading me guys x

Inactive

spike7451 wrote: »

It's BT Openreach,not Sky, who are messing you around.They do the work on Sky's behalf & dictate when & how work get's done.

Only partly true, I moved away from BT ( not to Sky ) mine was completed within 10 days.

melmar_2

Update, well they have stuck to their word on skytalk it was activated today (only for us to find out our phones not working properly,lol),but not a word about the broadband have been emailing them all the time only to be told to be patient plus they cant get the package/deal right when they return emails, luckily i have original deal printed off so now just panicking over broadband connection will use the numbers etc posted above thank you to all for advice and i hope we all get sorted, oh and we had to pay twice in one month but i think that was in T&Cs but missed it anyway good luck and will let you know if i can come up with anything new.

NonGeographicalMan

GoldenAppleCorps wrote: »

Also, whilst I'm sure he doesn't read them, the email address of Jeremy Darroch the CEO is [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

I imagine he only gets a summary report each week or month of the people who have escalated high level complaints to him. However all emails sent to this address get referred to the high level escalated complaints section and are normally resolved to the customer's satisfaction i.e. the opposite of what happens if you try to telephone Sky one the phone.

My advice is to email jeremy.darrroch@bskyb.com with cc to andrew.griffith@bskyb.com (the only other executive director of the company) and CRSupport@bskyb.com (the direct email address for the high level customer complaints department).

melmar_2

Thanks NonGeographicalMan,
as yet no news on broadband so will email these plus i will keep for future reference
thanks again

cons

isn't this common practice?

i just signed up to full sky package

tv,phone and bb

and they gave me a booklet outlining timescale

sky first ( which i am getting installed on Monday )
then i am getting phone line activate, then sky talk added, then broadband added

total time est 6 weeks

melmar_2

im not sure as we didnt recieve a booklet but can somebody tell me if this is common practice received an email from them(after i emailed them asking if they could give me a date as i am using payg) saying phone activated on 20th when was actually 19th can i phone a 0844 number to confirm my order for broadband.
Ive returned with why should i confirm a order they have already told me they would sort out asap and why should i phone a premium number to confirm it and should i email jeremy,b***** to get this sorted out.
Getting beyond a joke now.

melmar_2

update; well finally got broadband on the 12th of Feb after so many false starts its untrue,but the best is yet to come just checked my sky account and i cant believe they are asking for £84 from my account we have already paid 1 bill at the agreed price and now they are trying to more than double it.They are in my assumption absolute a*****
and need to be fetched into line, like paypal, they think they are above customer rights etc.anyway anybody thimking of signing up DONT