Need some advice... Sky issue

GoonerC

So I got home from work today and found my phone line and broadband had been cut off... My partner who was home said a bt engineer was up the phone pole outside our house about and hour before we lost our phone etc... I am with sky and have been for 9 years... Never had an issue. I messaged them on Facebook, having no phone line, to be told it would cost me £65 fee for an engineer or i can recontract and get it for free... I ask what deals I can have if I recontract as I'm happy and assume its just a mix up by the bt engineer... They tell me they will get back to me from the value team to discuss... 2 hours later no message so I ring them on my mobile and am on hold for 15 mins... Finally I get through and I'm told I have to recontract for it to be free... Yes ok so what deals can I get.. I'm already on deals till December for money off... So how am I out of contract if I had to recontract to get those deals... Fine whatever I'm sick of it now and want my WiFi back my bill won't change anyway... I ask when engineer will be out... Wednesday! Yes 5 days with no service, 6 days if you count from 12noon today to 3pm ish on Wednesday for my appointment time... And they offer me £5.65 off my bill for loss of service....

Is this acceptable.... I saw a thing from offcom about £10 a day for anything after 2 working days but not sure if this in affect.

I have to say I have never felt so undervalued as a customer

glennstar

Is this acceptable...

Obviously not... and there are a few ways to look at this, once the anger has subsided, and the way I like to look at it is to try and see it from the [Sky Broadband] CEO's perspective - which plainly would not endorse the above account.

Contact Sky and ask them for their escalation process as there is little point talking about Ofcom, compensation, etc if you haven't made reasonable attempts to resolve this amicably via their processes. I recently had an issue with TalkTalk (groan) and the adults dealing with emails sent to ceoexec@talktalkplc.com, which I was informed of incidentally by someone who happened to answer the phone because it had been ringing for ages, has been outstanding (yes, looks of astonishment all round). Maybe such a mechanism exists in Sky too.

From a practical perspective, it might be worth trying to track the fault via one of BT's appalling troubleshooting webpages. If you are using their (well, Open Reach's at any rate) underlying infrastructure (which Sky does) then this might shed some light on the problem. Most of their web pages a now restricted to people who have a BT login but a bit of clicking about and a bit of a Google is time as well spent as 20 minutes on the phone to Sky and likely to yield more results at a lower blood pressure.

There is obviously little sense in signing new contracts, etc just to hear that the fault is with BT (and this errant engineer) and there isn't much Sky can do about it - and rest assured a Sky engineer, even at £65, will not be fixing anything on BT/OR's network.

Finally, and I appreciate this isn't necessarily welcome news, I tend to get my broadband from BT... that way you are talking to the horse's mouth.

mgfvvc

glennstar wrote: »

Finally, and I appreciate this isn't necessarily welcome news, I tend to get my broadband from BT... that way you are talking to the horse's mouth.

I was with BT for a long time and I found that BT Retail said "that's not us, it's Openreach" as much as anyone else.

AndyPK

Don't understand why you need to recontract.


Usually if you have caused the damage you are liable for the £65.
But if its their fault, should just be a case of ringing them up and getting them out