Sky dont care

earthstorm

This may be a long rant.

We had a Sky TV contract and our home phone was with Talk Talk and our Broadband with o2 and we were happy.

But then o2 sold their Broadband to Sky, so rather than wait until sky finally took over our BB and having to pay the same rate for BB as we were paying o2, we looked at the sky site to add BB to our TV package.

we found that we could get BB at 1/2 the price we were paying o2 and if we added Skytalk it worked cheaper that we were paying talktalk/o2 and sky as separate bills, so we added BB and ST to our TV package and all went smoothly on changeover day we noticed no phone service but had BB, so thought its just changing over the next day still no phone but getting BB, contacted sky, line test showed line fault so they had to pass this to BT openreach, 2 days later this was fixed , they say an openreach engineer had disconnected a cable in the junction box. Sky credited our account with £50, so fine all working then last friday 2 aug. the BB kept disconnecting, so contacted sky, after all the troubleshooting and still the issue so i get no problem we will need to do a line test. after the test they call back, we could find no fault ion your line, so we will look into this. Still BB kept dropping and now a crackling on the landline. contacted sky again go through troubleshooting, still same issue , so again another line test, this time we have found a fault on line, so need to contact Openreach, please hangon, comes back Openreach cannot get out until tomorrow, but wont need access to your property. finetiomorrow come and went still issue, so contact sky, hangon we wee contact openreach, sorry they did not get out but they have assured me and engineer will be out later today or tomorrow at the latest, well tomorrow arrived and still same issue, so i decided to email the top man Jeremy Darroch. I then get a call from a Sandra from their Executive Support Team, who assured me that openreach have stated they will have engineer assigned today, well this Sandra have been phoning me every morning and afternoon before she leaves to with process reports which she was getting annoyed as openreach were just telling her an engineer would be assigned tomorow but never does. Today she calls and says she has escalated this to the higher ups at openreach, but she will not be back into work until friday and no one else could help in this case, but she suggested for internet i go out and purchase a mobile broadband dongle so i can get consistent internet and they would credit the cost of the dongle onto my sky account. No mention of the internet costs in using the dongle.

But i am sure this is a clear case of breach of contract on skys part

brewerdave

Fundementally the problem is with BT Openreach who have a monopoly on work on customer lines and the exchanges -they are the ones who demonstrably don't care!
If you look at other ISP threads/ forums you will find that they are all treated the same by BTO -Generally very poorly -inaccurate or no feedback,broken promises, occasionally outright lies!!!
You have done well to get someone from the Sky Exec Complaints team involved -if she can't get it sorted than nobody can!
I'm afraid that you can't claim breach of contract, your service was operating,there is now a fault -buried in the terms and conditions somewhere, will be a statement that you have to give them reasonable time to remedy faults before you can be released from the contract.

earthstorm

brewerdave wrote: »

Fundementally the problem is with BT Openreach who have a monopoly on work on customer lines and the exchanges -they are the ones who demonstrably don't care!
If you look at other ISP threads/ forums you will find that they are all treated the same by BTO -Generally very poorly -inaccurate or no feedback,broken promises, occasionally outright lies!!!
You have done well to get someone from the Sky Exec Complaints team involved -if she can't get it sorted than nobody can!
I'm afraid that you can't claim breach of contract, your service was operating,there is now a fault -buried in the terms and conditions somewhere, will be a statement that you have to give them reasonable time to remedy faults before you can be released from the contract.

2 so called lines faults in 3 month with Sky when their was no issues with previous TalkTalk. Trading Standards see it different. The have told me to inform Sky they have 24 hours to sort it or we can deem the contract as breached as our contract is with Sky and not BT Openreach

JJ_Egan

Be interesting for you to post a follow up on this .

jje

earthstorm

JJ_Egan wrote: »

Be interesting for you to post a follow up on this .

jje

I will. BB being stable for the last hr, which is the longest its been all week, but still bad crackle on landline, so maybe they are working on it

JJ_Egan

BT OR just failed to turn up for me .
In the process of raising a £50 no show invoice as that's the amount i would be charged to rebook if i was not at home .

jje

earthstorm

JJ_Egan wrote: »

BT OR just failed to turn up for me .
In the process of raising a £50 no show invoice as that's the amount i would be charged to rebook if i was not at home .

jje

well they will ignore the invoice, but you cant ignore theirs.

Its the same if they give you a deadline then you must adhere to it, but if you give them a deadline they will just ignore it

sirmosh

Openreach !!!!!!ed up my switch to Sky. I called and they did a line test. Openreach came out the next morning and spent ages looking around and tracing the line back only to call me and say that one of the guys at the exchange hadn't switched it over properly and it was all sorted now.

earthstorm

sirmosh wrote: »

Openreach !!!!!!ed up my switch to Sky. I called and they did a line test. Openreach came out the next morning and spent ages looking around and tracing the line back only to call me and say that one of the guys at the exchange hadn't switched it over properly and it was all sorted now.

that was what i was told at the start of my skytalk/BB although it was that they has disconnected a cable at the juction box.

just tell Sky you wont pay your next bill as you have not had service, so you will be looking elsewhere and as you are a new customer they wont want you to go so they will most likely compensate you

Heinz

I'm a long term Sky customer (since analogue days) and have always been happy with the TV - but, boy, am I glad I never went for Sky Talk (when it was available as a CPS package on BT landlines), Sky line rental or Sky broadband (even though they have unbundled my exchange now).

earthstorm

Heinz wrote: »

I'm a long term Sky customer (since analogue days) and have always been happy with the TV - but, boy, am I glad I never went for Sky Talk (when it was available as a CPS package on BT landlines), Sky line rental or Sky broadband (even though they have unbundled my exchange now).

If o2 had not sold out their broadband to Sky then we would have stayed where we were