problems with Sky/BT on home move. Anyone Else?

burkitt1986

hello all weve had an absolute mare with Sky/BT on our home move. ill paste the letter i just wrote to them detailing our problems. as its too long to do again! does anyone have any other email address i could send it too or even an old fashined address for a letter?

also wondering if anyone else has had this problem as it surely cant be just our bad luck! or can it? haha

all the best everyone

to ExecCustEnq, jeremy.darroch, andrew.griffith, mark.anderson, CRsupport

To whom it may concern,
we have been sky customers for nearly 4 years and six weeks ago we moved into our new home, and as we were happy previously with the sky services we were using and paying for, we decided to use your home move package as according to various adverts we have seen it was advertised as a nice smooth process with the customers interests at the top of the list of priorities. this however was as far from the truth as can be imagined and i will detail in the story below how shocking the service was that we received.

we called up to arrange the move and was informed that we would have to wait 2 weeks for an appointment for our install of both our TV package (on 8th Aug) and our new phone line (9th Aug) which wasn't ideal but we thought given that we would have a lot of things to plan and swap with various other companies for our gas & electric Etc we wouldn't notice that much. on the 8th august the engineer came round to install our TV services which appeared to go smoothly up until recently when a few channels stopped working due to a fault with (presumably) one of the components fitted, we have a call booked in for Sunday morning to hopefully sort this out. this however is a drop in the ocean compared to the problems we have had with the phone line & broadband.

on the 9th of august my dad stayed in and was present for the visit of a BT Openreach engineer who came round and installed the phone socket on the wall but detected a fault somewhere outside the property under the street, this presented a problem as they couldn't get an engineer out on the day as they were all busy. i had no notification from Sky or BT about how long or even if an engineer was arranged to come and complete the work, so i made a LOT of calls to both Sky and BT neither of which could answer my questions sufficiently as it appeared nobody could pick up a phone and call the correct people involved! this is why my phone bill for last month was a massive £64.87 compared to my usual £29 plan! i finally found out that an engineer was due to come on either the 15th or 16th of august. on the day my fiance Sara was present for the visit, the engineer came and sorted the line so that our services would now be working so we waited for a day as advised by the Sky call center and still nothing worked. i gave it until i finished work the next day to see if it had sprung into life by any chance and it hadn't, i then out of curiosity took the face plate off the wall socket and tried it through the test socket and hey presto it all worked fine (even though it was through a micro filter which we shouldn't need due to the face plate being one which incorporates both the normal phone socket and the adsl socket for the internet). with this in mind i called Sky again who arranged for a BT engineer to come and Fit a new face plate so that we would be neat and tidy and all sorted with no more grief, how wrong could i be?
the engineer came out and fitted a new face plate while my fiance was at home and tested the socket and line were all fine which they were, but only for a couple of hours as at tea time we were cut off from the internet without any notice what so ever but the phone still worked so i rang up sky and was promised a call back which didn't materialize so i rang again and was informed that because we had missed an engineers visit BT had cancelled our order and had cut us off, on the 9th i received a text from sky saying i had missed the visit even though the engineer had been in the house and completed all he could without the engineer to do the work in the road! so i rang on the day and was told basically to ignore the message so i did. i was made aware on the phone to the call center at Sky that this was the reason for us being cut off. this call all concluded with me having to wait another 2 WEEKS! as sky had to raise another order and this is apparently how long it takes (even though everything was installed and ready to go) resigned to the fact we had to wait another 2 weeks we waited and today rolled around, Sara stayed in again and the BT engineer came round to do the work and connect us, which he did and we are now connected. according to the engineer today sky had given the order for us to be disconnected! obviously we were confused as we had been told by Sky that BT had cut us off! so one side is lying and with how we've been treated by Sky during this process id put money on it being them!

as you can imagine this process has been stressful and expensive when you think of my phone bill and i fully believe that we are entitled to some kind of compensation for all the grief we have had to put up with, not to mention Sara taking days off and me not being able to receive my job sheets for work as a service engineer every day.

i look forward to your response and as you can see from the address field at the top of this email i have copied in some high people in the company so that they can see how these things are being dealt with. hopefully they will have some kind of input after reading this.

thanks for your time
Robert Burkitt

burkitt1986

if anyone is interested i got a call the next morning from sky paying £35 of my phone bill and sending me a cheque for £60. so definitely worth emailing the people i did.

braywood

After receiving a letter from BT stating I had nearly reached my 40 Mb data limit (having never been anywhere near my limit before), I called to find out what was causing the increase - they could not possibly tell me that...data protection, you know.......sooooo
I decided to switch to Sky (after about 8 years of BT) and their unlimited package.
Due to a schedule conflict, I had to change the original date for the move. BT decided to cut off my broadband on the original date, even though the order had been cancelled.
I tried to get BT to reinstate my broadband package (40mb limit, no contract, at the same payment), exactly as it was before they cut it off - sorry, we can't connect you without a new package - and contract for 18 months!!, even though it was our fault!
So don't be surprised if BT cuts off your broadband by mistake, then expect you to sign up for a new contract!!! I have been without broadband now for a month (Sky has been pretty slow to connect me) and it is not fun!!
Mark B.

burkitt1986

im not sure if anything would suprise me now! still no idea who was telling the truth but hopefully its all sorted now

chickywiggle

sky home move is atrocious, applied for ours a week ago (giving the required 2 weeks notice). phone yesterday for an update to be told they had tried to ring us on one occiasion (one - they called me 6 times a day for 2 weeks when they wanted to sell me something) and we are disputing this (no record of missed call on mobile or voicemail). Stated yesterday it will now be ANOTHER 2 weeks before an engienee can come out to put the dish up.

My advice - don't bother with the online form it is a waste of time.