Sky Broadband! (merged)

MoneySpendingExpert

Not wanting to be slanderous, just thought I would share the facts of the recent course of events whilst trying to transfer to Sky Broadband. It may be a bit long-winded but it may help others to respond to excuses given by Sky. I am sure that Sky would say that I am an isolated incident but would be intersted in hearing from others who have transferred.

Have been with Pipex Broadband for previous 2 years with very few issues (would recommend them) but was looking to reduce monthly outgoings. Did an analysis on Broadband/phone providers and for me, Sky Broadband/Talk came out as a saving of £15month.

Spoke to Sky, stated that it was essential that I needed broadband for work and was told that changeover would be seamless with potential loss of BB for 2 hours.I could live with that so signed up for Max package.

Recieved equipment in post fairly quickly, got a date for transfer of BB (Tues,19/09) so waited until the following day (Wed 20/09) to make sure, before swapping router (although mine was identical). Loaded software but didn't work,called helpdesk and was told that they would send another disk in a few days.

Friday still hadn't recieved anything, so called again and after speaking to several depts for over 3 hours (at a premium rate) they eventually told me that my line was fine so it must be the router and Sky would send another in a few days. Explained (very calmly) that this was not good enough (because of work) and requested that as I had signed up for the MAx package I wanted a service engineer to come out over the weekend.Was told that they couldn't arrange Engineers at such short notice and anyway it was possible that the engineer wouldn't be able to fix it because they had only limited training.

Not wanting to be tied into a service this undependable for 12 months and more importanly get my BB reinstated for work, I told them that I wanted to cancel the contract. They did that, then told me that it would take 7-10 days to clear my BB line before another ISP could pick the line up again. This was at 10pm on Friday 22/09. Slept on it and decided that the time to get Sky BB up and running could be less than the 7-10 days quoted so called them at 10am on Sat 23/09 to see if the the contract could be reinstated but was told that it was too late. Amazing, they can't get a line up and running in 70hours but they can cancel a contract and not be able to reverse it 12hours.

How now clocked up circa 500 unnecessary miles travelling to work due to not being connected but at least it was worth travelling today so that I could get on line and post this.

Plasticman

My transfer was a nightmare too. Without going through the boring details, it resulted in 3 weeks with no internet access and an additional £6 on my phone bill for calls to their 0870 number. I'm now finally connected and everything is fine but the transfer over has been appalling.

Welsh_girl_5

Totally opposite for me - but then we went with the top package and got them to install. Rang two weeks ago - gave me the date they would come - yesterday - rang at 7.30am to say would be here between 12 - 3 turned up around 1pm - 40 mins later all sorted - and yes for me it is a lot quicker (previously on 2meg) - having read all the other stories I was worried I'd done the wrong thing - but personally couldn't fault it......

loulou41

Did you mean, you pay £10 a month for the top package? I am considering to go with Sky and get the top package to get the installation for free. I am not sure about the security with wireless, will they sort it out for me? Thanks

penrhyn

I've now been 2 weeks without any broadband, my Wanadoo connection went dead on the 15th September, Sky claimed to have activated their connection on the 19th, but to date I still have no broadband.
Just got my old dial up connection going.
Anyone know how to encourage Sky to sort me out, I've a letter drafted to J Murdoch which I plan to send off on Monday!

gav123_3

heres a free phone number for sky bb that might be of help... im posting this without really reading ur threads as goin out in a minute...anyway hope it helps ur out

0800 051 2595

eamonn321

Been with Sky since 15th Sept. In my opinion it is a piece of cr*p. Very rarely connects, it cuts off, or can been really really slow. Wished I'd stayed with BT. Have spent hours on the phone to them - have been given a "ticket number" with a promised call back which never happened.

dean2230

I have stuck with BT no probs with the hub etc great phone with it I suspected Sky Broadband would be like sky tv all talk take and very poor customer service.

penrhyn

As posted before, I got an activation date of the 11th September, but still have no broadband.

I've made lots of phone calls to Sky BB.
They escalated the problem and closed down the ticket without calling me.
They now have raised a new ticket to their tier 3, but I dont hold out much hope.
I have written to the customer Marketing Director but have had no reply.

So I have now sent of a complaint to BBC watchdog, and would ask others with Sky broadband problems to do the same, maybe Nicky Campbell will take up the case.

http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/contact_index.shtml

baysieboy

Am Supposed To Be Up And Running With Sky In Just Over 24 Hours And Praying Hard. Have Found A Site: Skyuser.co.uk Which Is Very Helpful In All Aspects. It Is Not A Sky Site. Worth Looking At If Only To Learn That There Are Users Out There Who Are Very Pleased. Just Hope I Become One Of The Happy Bunnies And Not A Dissenter. Wish Me Luck. Will Post My Findings In Due Course.