sky complaints.

kerriclarke

As promised in my complaint, I am posting my complaint for others to see, as I have had no reply from a faceless company with no respect for their customers.

We contacted sky on Friday 21/3/14 to say we had no Internet. They attempted to fix it but couldn't. They said they would contact us within 72 hours as they would have to pass the problem on to anther team. We had no reply so had to call them back, we had to start the whole process again. We were told they would pass on to the relevant team and call us back the following night because they couldn't fix it either and would have to pass it on as it hadn't been. In addition they also said that they had a back log of issues so thats why they hadnt called us. Guess what no call and no Internet. We had to call again and were told we would need a engineer who Would call on Saturday. We asked what compensation they would offer as we had done all of the calling, we were told they would call us on Monday 31.3.14 to discuss further as we would have Internet by then, they said they would definitely call between 12 and 1. The engineer called on Saturday afternoon and spent 2 hours trying to resolve the issue. He also told us he hadn't been sent to do anything related to the Internet but to test the phone line. This had already been tested by sky, luckily he was willing to look at the issue but could not find anything wrong and again would have to pass it back. We again had to call sky Saturday night and luckily we had a helpful member of staff that after a couple of hours was able to rectify the situation at his end. He was aware of all the trouble we had had and encouraged us to makes formal complaint when we spoke to the person due to call us back on the Monday. We're received no call from the manager and again had to contact them. We were told that although the call was in the notes that someone needed to call this had not been logged. We asked what they would be willing to offer in terms of compensation, we were told that our bill would be amended so we wouldn't be charged for the Internet for the time we went without ( a service we couldn't access, but what about the on demand tv we couldn't access or the time spent in calls/inconvenience)we were told we would get nothing more but they would sort out internally. So we asked for feedback from this,we were told we wouldn't get feedback and should just trust that this would be dealt with in the meantime our children have been unable to complete homework deadlines and we spent every night except one last week on the phone for more than a hour. For an issue that was remedied over the phone!!

We explained that we left sky a year ago due to this very issue which kept happening and only returned when we were assured it wouldn't happen again and they had new equipment now. However, it has happened and when we said we would leave again we were simply told that they were sorry to hear that but we're still not prepared to do anything further.

This has been a very testing time with no adequate response from anyone except who we spoke to on Saturday. I will copy and paste this complaint to as many websites as possible if I do not receive an adequate response within 24 hours.

I have already sent this complaint to the ombudsmen for response.

Quentin

kerriclarke wrote: »

......... I will copy and paste this complaint to as many websites as possible.......

If you are going to spam the internet with this at least take the time to reformat it into a readable form .

With paragraphs.

Then someone might take the time to read it.

macman

I wish I'd had that excuse when I was a kid: 'Sorry miss, I couldn't do my homework because the broadband was down'.
OP: since there is no SLA on a residential line, any compensation is limited to a credit for the downtime, which you've already been offered. It appears that the issue was not Sky, but possibly your line, so Sky can do nothing in such circumstances other than log the fault with BT OR, who do the actual repairs. Line faults frequently take 3 working days or more to remedy, depending on the backlog.
PS: the regulator will not touch your complaint until you have been through the formal procedure with the supplier (8 weeks), so don't bother contacting them. That procedure doesn't start until you make a formal written complaint.

[Deleted User]

A complete non-issue.

cbrpaul

im sorry OP , I cant read that in its current grammar state

duchy

So you allowed your kids to do no homework.......Did you not think to get them to do it at a friend's house or even at the library ? (Maybe they are doing paragraphs this week !)