Problems with Sky

Shroomazon

Hi,

I just wanted to see where I stand more than anything as I've been trying to complain to Sky, but hitting a really solid wall with them.

I have paid £25 up front to them to start a fibre/phone package which let me select a date for the service to be activated. I selected this for 1st Sep [yesterday]. The line hasn't been activated, and the phone line has only been activated today. My complain is that this was agreed for the 1st September, and now they've moved the date after already taking money from me. In a phone call earlier today, they admitted that the date agreed was for the 1st, however they were unable to meet this request and it's only an estimated date, however at no point was it even suggested that the date is an 'estimate'. As far as I'm concerned, they've breached the contract. They've gone on to say they have 2 different types of engineers, one does the phone and one does the internet and that the internet engineer isn't available until the 5th September. I've asked what repercussions this has, as they have effectively mis-sold me a service and what becomes of this engineer, who was booked in for yesterday when they have no excuse as to why it wasn't done? The phone call came to a very abrupt end after I told them that I'll withhold the money from the first bill as they haven't provided the service that I am going to be paying for. They said that the service will be cancelled and have a file noted on my credit file, which was then followed by calling them fascists and a few choice swear words, I then rang back to apologise for this but they really got my blood boiling at this point.

I don't really know where to go from this, I really want to complain because this is severely affecting my income as I sell pieces of music for ads etc. however I am unable to send files at the moment because of this. I have deadlines to meet that are now being missed because of their inability to complete set ups on time. What do I do next??

Inner_Zone

Shroomazon wrote: »

Hi,

I just wanted to see where I stand more than anything as I've been trying to complain to Sky, but hitting a really solid wall with them.

I have paid £25 up front to them to start a fibre/phone package which let me select a date for the service to be activated. I selected this for 1st Sep [yesterday]. The line hasn't been activated, and the phone line has only been activated today. My complain is that this was agreed for the 1st September, and now they've moved the date after already taking money from me. In a phone call earlier today, they admitted that the date agreed was for the 1st, however they were unable to meet this request and it's only an estimated date, however at no point was it even suggested that the date is an 'estimate'. As far as I'm concerned, they've breached the contract. They've gone on to say they have 2 different types of engineers, one does the phone and one does the internet and that the internet engineer isn't available until the 5th September. I've asked what repercussions this has, as they have effectively mis-sold me a service and what becomes of this engineer, who was booked in for yesterday when they have no excuse as to why it wasn't done? The phone call came to a very abrupt end after I told them that I'll withhold the money from the first bill as they haven't provided the service that I am going to be paying for. They said that the service will be cancelled and have a file noted on my credit file, which was then followed by calling them fascists and a few choice swear words, I then rang back to apologise for this but they really got my blood boiling at this point.

I don't really know where to go from this, I really want to complain because this is severely affecting my income as I sell pieces of music for ads etc. however I am unable to send files at the moment because of this. I have deadlines to meet that are now being missed because of their inability to complete set ups on time. What do I do next??

Did not realise Sky supplied business broadband services only business subscription TV services.

Shroomazon

Sorry, it is a residential one. I only really upload large files a few times a week which the 38mbps option caters for adequately - should they actually activate it.

PDC

Sky are indeed suppliers of Broadband, they recently bought out the o2 Broadband business as well.

I was an o2 home customer, great broadband service, and now find myself a sky one. I took several hours of effort on my part to manage this change, the sky billing was a disaster and for one part of the company not knowing what the other is doing I would say they are the only company I've dealt with wore than BT.

Good luck OP. I had an issue wherein I lost service and then had to spend a lot of time on live chat (couldn't understand my issues fully and just kept apologising) and telephone calls to SKY, which they charge at premium rate, or local rate if you can find an unlisted number, I did get a small refund from them in the end after around two hours of calls but this barely covered the cost of the phone calls let alone the time involved.

I would say you might want to check their Terms and Conditions though as when we were looking for suppliers for Broadband when we moved offices SKY Broadband was for home use only and did not permit commercial use and so we couldn't/didn't use them - this may well have changed as this was over a year ago.

penrhyn

Sky are dependent on BT Openreach to install your service. This is the same for all ISPs, unless you are in a Virgin cable area.
Doesn't help but may explain the problem.

macman

All the line work is done by BT OR, not Sky, and OR are notorious for missed appointments without notice. Sky have no control over this, and quite how this makes the unfortunate tier one call centre drone a 'fascist' is beyond me.
This is not a breach of contract, it's a temporary delay-4 days. If you were to drop Sky and start again, with another ISP, OR would still be the sub-contractor, so nothing will be any different, and you'll be at the back of the same queue.
You will not lose any money because your billing will be adjusted to take into account the new go live date.
PS: running a business on a residential service is technically a breach of the T&C's.

cajef

Shroomazon wrote: »

I really want to complain because this is severely affecting my income as I sell pieces of music for ads etc. however I am unable to send files at the moment because of this. I have deadlines to meet that are now being missed because of their inability to complete set ups on time. What do I do next??

If your income is dependent on your broadband then you should have a business service, you have no comeback if using a residential package for business.