Sky activation abysmal service

eastie_2

Hi ,
I changed from BT broadband to Sky Unlimited Broadband for the price .
I got given an activation date of 12th July , set up the router on the 12th and nothing.
Rang Sky and they said there was a problem with BT Openworld activating my line at the local exchange (which I found out later that wasn't the case )
I was then given an activation date of the 18th then the 20th then the 24th.
By now I was getting annoyed and found out that Sky had sent faulty equiptment (tie pairs).
I rang Sky for the 6th time and asked to speak to a manager and was told they were in a meeting and was told that they would call me during my lunchbreak between 1 and 2pm, they never called .
rang them and was told they were calling between 5 and 6pm needless to say they never called then either.
The next day they sent me a questionaire asking me to rate the people I spoke to on their call centre (bloody cheek).
What was the biggest problem was my son runs a website for logo design and lost 3 clients and over £1000 in orders.
I finally got online on the 26th , 2 weeks after the original activation date and the Sky call centre women said" dont worry we wont charge you for those 2 weeks".
That was it , I told them what I thought of abysmal service and was going to complain in writing to head office about the loss off money and their couldnt care less attitude.
She then said "will it be OK if we gave you 2 weeks free Sky Sports for what happened "and I said thats hardly going to compensate my sons loss of earnings and hung up.
As this was a Sky equiptment problem can I claim any compensation for not activating my broadband on time??
BELIEVE IN BETTER your having a laugh

espresso

eastie wrote: »

Hi ,
I changed from BT broadband to Sky Unlimited Broadband for the price .
I got given an activation date of 12th July , set up the router on the 12th and nothing.
Rang Sky and they said there was a problem with BT Openworld activating my line at the local exchange (which I found out later that wasn't the case )
I was then given an activation date of the 18th then the 20th then the 24th.
By now I was getting annoyed and found out that Sky had sent faulty equiptment (tie pairs).
I rang Sky for the 6th time and asked to speak to a manager and was told they were in a meeting and was told that they would call me during my lunchbreak between 1 and 2pm, they never called .
rang them and was told they were calling between 5 and 6pm needless to say they never called then either.
The next day they sent me a questionaire asking me to rate the people I spoke to on their call centre (bloody cheek).
What was the biggest problem was my son runs a website for logo design and lost 3 clients and over £1000 in orders.
I finally got online on the 26th , 2 weeks after the original activation date and the Sky call centre women said" dont worry we wont charge you for those 2 weeks".
That was it , I told them what I thought of abysmal service and was going to complain in writing to head office about the loss off money and their couldnt care less attitude.
She then said "will it be OK if we gave you 2 weeks free Sky Sports for what happened "and I said thats hardly going to compensate my sons loss of earnings and hung up.
As this was a Sky equiptment problem can I claim any compensation for not activating my broadband on time??
BELIEVE IN BETTER your having a laugh

You are wrong about this and obviously do not understand what a tie pair is - Sky do not supply this, BT do!

When ADSL is provisioned on your line or when you change from one provider to another, a tie pair cable needs to be connected between your line and the ISP's ADSL equipment - this is done by a BT engineer.

Are you going to slag off Sky every time you see a post mentioning Sky? e.g. here

The vent board is that way>>>>>>>>>>>>>>>>

chanz4

As its not a business package, your sons loss of earnings don't come into it. If that bad he could of managed temporary with a pay as you go dongle.

spike7451

espresso wrote: »

You are wrong about this and obviously do not understand what a tie pair is - Sky do not supply this, BT do!

When ADSL is provisioned on your line or when you change from one provider to another, a tie pair cable needs to be connected between your line and the ISP's ADSL equipment - this is done by a BT engineer.

Are you going to slag off Sky every time you see a post mentioning Sky? e.g. here

The vent board is that way>>>>>>>>>>>>>>>>

Yup,a tie pair connects the exchange side (E Side) to the customer side (D Side),sometimes a D side provided may be faulty & a new one needs to be provided.When this happens,a engineer cannot just pick a D side,it has to be re-assigned.
If the E side is faulty,then this is more complicated as in this case,the line needs to be re-provisioned to a new port or even line card.
These issues are something that Sky has NO control over whatsoever.It's entirely a BT issue & not something that something that can be diagnosed until the line is active & tests are ran.
Also,your son is using a RESIDENTIAL broadband service for business use,which is against the T&C's of most suppliers of residential broadband,therefore unless he/you have a business SLA in place,you have no comeback against Sky I'm afraid.

eastie_2

Sky had sent faulty cabling to fix to the tie pairs(sorry typo) , this was admitted by Sky .
Yes BT fit them but couldnt until they were sent by Sky which took 10 days.
As for using a dongle we were told we were going to be activated every few days .
Dont have a problem with Sky as been with them 20 years
Dont know what Expresso's problem is as just stating the facts

spike7451

eastie wrote: »

Sky had sent faulty cabling to fix to the tie pairs(sorry typo) , this was admitted by Sky .
Yes BT fit them but couldnt until they were sent by Sky which took 10 days.
As for using a dongle we were told we were going to be activated every few days .
Dont have a problem with Sky as been with them 20 years
Dont know what Expresso's problem is as just stating the facts

Then the person at Sky does not know what a Tie Pair is as Sky DON'T SEND CABLING TO FIX OR FIT TIE PAIRS!! The line provisioning & assignment of the E/D sides are done by BT but the this is an electronic process.
A Tie Pair is a bit of wire that physically connects the E & D side in the exchange.A fault on the E/D side cannot be found UNTIL the service is activated.
I've probably jumpered more E/D sides than you've had hot dinners! I also worked in Sky Broadband's department dealing with Tie Pair faults,provisioning & lines on a daily basis.

spike7451

This is an E/Dside cross connect block for residential.Business use red & white wiring.

penrhyn

The OP is using the connection for business, and this breaches Sky's T&C's.
Do Sky normally take action in these cases?

PS Thanks for Tie Pair Shift 101, Spike.

espresso

eastie wrote: »

Dont know what Expresso's problem is as just stating the facts

If you are going to have a rant, make sure that you are in possession of the real facts first.

prowla

The customer's contract is with Sky, so it doesn't matter whether they sub-contract to BT or not.

Sky broadband is not a business service. They don't particularly mind whether you use it for that, but it is residential and prices accordingly. I've had an issue in the past and called for support and said I couldn't do my work and the assistand said not to tell them that.

I've generally found Sky to be pretty decent for support, but generally hamstrung by the fact that they are dealing with BT. I've had an issue and had a helpful, competent engineer call me back with an update and evident frustration in his voice because he was having to deal with a BT call centre.

In my case, I decided to get Virgin BB as well as Sky, on the basis that it would be unlikely for both to go down at the same time.

iniltous

Don't see quite why the OP is getting flamed, Sky have admitted their error, what's not clear here if the OP was being migrated to Sky MPF, in which case All OR do is connect the line to Skys 'port' Via a test matrix and presuming the connection was error free , the jumping in the exchange (done by OR) Sky are responsible for whatever they chose to deliver over that 'port', usually pstn and broadband, if there is no service due to faulty ties, the service provider needs to either re allocate new ties, a lift and shift, or repair the existing service, if the problem is from the Sky side of the handover distribution frame then the problem is indeed Sky's.
Even if the service was SMPF, if the problem was with Sky's equipment, but didn't affect the telephony then again it's Sky who need to deal, with a lift n shift or fix the allocated equipment,
The only 'grey' area, is if the end user is migrating, so currently has service, as opposed to brand new service where they currently have no service, then should the Openreach engineer move the end user from their existing providers working service onto their new providers non working service, or leave them connected to their old provider, even though the contractual date for changeover has been reached, and advise the new provider of the problem, let then resolve the problem, then get a new date for the changeover once the new provider has provided a working circuit, either by fixing the original faulty port, or by allocating a new port, then swap the end user over.