Complaining to SKY

soberstudent

Hi,

I'm looking to complain to sky about their lack of help.

Looking for some way to complain to them rather than going via customer services?

Not having much luck in finding a way to do so though.

Broadband and Phone line due to go live 3rd January, but never happened, nothing to tell me it wasn't happening. I emailed asking for an explanation, and all i got in reply was some pre typed message

Thank you for your email regarding installation of Sky services.

I have checked your account and see that the request for installation of services was placed on 15/12/2012 and the services was to be activated on 03/01/2013.

I do see that the activation of services has been delayed due to the third party provisioning. The relevant team will contact you at the earliest regarding the activation date. Your patience is much appreciated in this matter.

I hope this information has helped with your enquiry. If you require any further assistance, you can reply to my email.

yeah that really helped with my issue and told me what I already knew.Nearly 3 weeks with no broadband or phone line now. Really not happy,
Any help would be welcomed.
Thank you.

Ich_2

I do see that the activation of services has been delayed due to the third party provisioning

Which is probably a problem with BT or another supplier, whilst a problem to you just what do you expect Sky can do about it?
Not notifying you though I agree is un-acceptable

soberstudent

Well I don't like being lied to for starters, someone will phone, this hasn't happened. We have written to you, this hasn't happened either. Engineer guy will come on the 3rd, but no this never happened either!

macman

Which in plain English, means that BT OR are inundated with weather related repair work and will be along as soon as they can. Not much point in complaining to Sky, their hands are tied.
You were frankly lucky to get an original install date barely 2 weeks after placing the order, given the holiday break. 3-4 weeks is a perfectly normal lead time for BT OR.

Basil1234

soberstudent wrote: »

Well I don't like being lied to for starters, someone will phone, this hasn't happened. We have written to you, this hasn't happened either. Engineer guy will come on the 3rd, but no this never happened either!

I do see that the activation of services has been delayed due to the third party provisioning. The relevant team will contact you at the earliest regarding the activation date. Your patience is much appreciated in this matter.

---

from what i have read above here its basically sky are completely reliant on openreach for you install and until openreach tell them when that will be sky cannot let you know so really is out of skys hands atm.
also from skys response to you in email all it says is skys relevant team will contact you but i don't see one mention of telephone or writing that seems to have been an assumption on your part unless you haven't put all the info up? i believe once they know they will let you know, your other option is to phone them up from a phone somewhere payphone/friends phone/mobile phone and get to the bottom of it.
you could always bin them but if you go any supplier that uses openreach you will only have the same problem all over again but i would suggest telephoning them up they can then phone openreach while you wait on the line for the information that you need and make a decision from there.
best of luck sorting it.

Gordon_Hose

It's annoying that no-one is held accountable for the delay.

It's all well and good most of you sitting at home on your laptop's connected to your nice broadband, but when you haven't had it for 3 weeks, have set a date for installation and no-one calls you to say it's cancelled... I'd want to complain too.

Basically, we all just have to put up with terrible service.

Bradfield

Gordon_Hose wrote: »

It's annoying that no-one is held accountable for the delay.

It's all well and good most of you sitting at home on your laptop's connected to your nice broadband, but when you haven't had it for 3 weeks, have set a date for installation and no-one calls you to say it's cancelled... I'd want to complain too.

Basically, we all just have to put up with terrible service.

I have had problems with a couple of utility companies and have come to the conclusion that they cut staff to the bone and hence the bad service. Surprised to hear this about Sky though. I thought they came high up in the customer services ratings. Dont they also have free calls to the customer service advisors? With Orange I had to pay to call customer services even though I was supposed to be on free evening and weekend calls with BT.

Gordon_Hose

Although it wasn't Sky's fault, it should have been Sky that called the customer to inform them it was cancelled. It's the silence then the inevitable no-show that is frustrating. Someone must have known that appointments were being cancelled.

Calls to CS at Sky are all free, yes.

isplumm

Gordon_Hose wrote: »

Calls to CS at Sky are all free, yes.

You sure of that - I thought it was only free for SKY customers?

Mark

Gordon_Hose

isplumm wrote: »

You sure of that - I thought it was only free for SKY customers?

Mark

F**k me...! Yes, Sky customers. I was replying to Bradfield asking if Sky customers get free calls to CS.