Sky Broadband! (merged)

gravitytolls

Mmm, praps I'll skip these then, especially as they charge £40 activation fee. I'd be pretty naffed off if I had no internet, and had to pay for the privelage.

TDBlue

I have now got to the point that I have had enough of Sky Broadband because they cannot connect my ADSL line.
I have been waiting since August for a broadband connection. I was given an activation of September, but somebody from their customer services team decided to cancel my account with out telling me. I have since been waiting to get the account working, even though I have paid them money for a service they are unable to provide.
I have my router, cd every thing I need except for a line.
The problem is they have so many people working for them, you can never speak to the same person twice. All they do is log your issue and you never hear from them. When you chase them they tell you to wait 30 days. After 30 days to chase again and nothing has been done.
Their customer service / technical support is woeful.
They don't know what they are doing and seem to be employing people who have no experiance in IT. To speak to some one who has any knowledge is impossible. All they are able to do is log your call and tell you to wait. Question is, how log should you wait?
The only reason for joining SKY was because of the broadband, they now have me tied into a 12 month contract with out providing a full service.

Stumpy

Sorry to hear about all your problems - if I were you, I'd complain. Loud and long and clear. If you feel you are speaking to someone woefully incompetant, just put the phone down and ring again. When someone tells you something is going to happen, get them to specify exactly how long it will take, and don't accept anything other than "days" (by that, I mean a few days, not more than a week!). Regardless of what they say, ring up well before the time is up and keep pestering them. Keep a note of when you ring and what is said. Complain constantly - get refunds/credits to your account for (a) time spent on the phone, (b) the cost of the phone calls, (c) time you're unable to connect. Lay it on thick. If the people you speak to seem to know vaguely what they're talking about, but claim they can't speed things along, ask to speak to Tier 2, or 3 - the people who answer the phones are just the basic "did you plug it in" brigade, you need someone who can actually kick some butt.

Have a look over at the forums at www.skyuser.co.uk - there are a few helpful people on there, including the odd one who are actual Sky engineers lurking in an "unofficial" capacity.

I hope this helps, and I hope you get online soon.

From what I've seen, the Sky Broadband service may be improving soon - there are rumours on the Skyuser Forum that they have signed a deal with Google to have a Sky logo'd Googlemail - much better e-mail and a decent spam filter. If you can, I suspect it may be worth holding on for just a little longer.

Raspberry_Swirl

they rung me twice over the weekend to try and tempt me to join them as i'm already a sky customer.

i told them where to go!!! as tempting as free BB is, i tihnk i'll wait a bit longer