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AIBU?

to think that Sky are shit?

120 replies

NormaStanleyFletcher · 03/11/2012 11:49

So we mined into our new (raf) house this week. They came and installed the box fine but we still have NO PHONE AND NO INTERNET.

Ds(13) is starting to twitch, he can't Skype the friends he has left behind, or play online with them.

I am expecting the police any time, as the au pairs friends must have declared her missing after this long an absence from Facebook.

They think the problem is at the exchange, and can't tell when it will be fixed.

Worst of all, the mobile signal here is shit, so I can't always get on MN

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NormaStanleyFletcher · 12/11/2012 18:36

Draft of complaint (comments welcomed):-

I would like to register a complaint about the service that we have received from Sky since moving into our latest place of abode at the address above.

What has happened so far:-
Although the television installation was timely and successful, we are still not in receipt of phone or broadband services, which were due to be working from Thursday 1st November.
? When we called on the Thursday we were told to wait until midnight.
? When we called on Friday, we were told that it was being referred to an engineer, and should be working in the next day or so
? When we called on Saturday we were told that the SLA was 72 hours, and Saturday is sometimes a working day, and sometimes it isn?t, so there was no possibility of escalating the problem until Tuesday.
? On Tuesday, the engineer traced the problem back to the exchange, but the system he needed to fix the problem was not available. We are told that the next engineer is going out on the Thursday (we are over 72 hours now)
? At various points in the above, we are told that someone will ring us back. I think they might have once.
? On the Thursday (8th) the engineers go out and don?t have time to fix the problem
? On Friday the engineers go out and think that doing a card reset may fix the problem
? On the Saturday we still have no internet, but the case has been closed, as the card has been reset. We demand that this is escalated.
? On Monday (today) we are told that the problem may be with a twisted pair, and an engineer will be out on Wednesday.

We still have no internet and no broadband.
A mobile dongle is not an option as the mobile signal is so bad we often have to go outside just to make a phone call.

What are Sky doing to solve this problem?

Sky do not seem to have an escalation route that actually works. They do not seem to care that we have no internet or phone services, and, in fact, only seemed to take this seriously when I mentioned that we would be cancelling the television package as well if the issue is not sorted out.

The 72 hours SLA seems to restart every time a solution is ATTEMPTED, rather than the problem solved. This is not how SLAs usually work in my experience. In my business, an SLA is to resolution. If I have 10 possible fixes for a problem, I do not get to try them one at a time, restarting the clock each time, giving me 720 hours to work on a problem. If this really is how your contract is written with BT Openreach, can I suggest that you track down the legal person who signed this off and have a stiff word about their stupidity.
I asked that Sky make sure we are not paying for a service that we are not receiving, but apparently that is not how it works. We pay you UNTIL you fix the problem, and you then refund us for the time we did not have the service. So I could be paying for phone and broadband for 9 months, and only get a refund when it is fixed.

We have also been told that the cooling off period for TV does not apply to telephone and broadband, and so we can?t actually cancel the service that we do not have, but are paying for.

Why the internet is so important to us at the moment

Please bear with me while I now tell you why this is such an inconvenience to us.
? We have just moved our children to a new home in a new county. My 13 year old son cannot interact with his old friends via skype or online games.
? My au pair is doing an online MA, she cannot access her course materials or tutorial sessions.
? My husband is in the armed forces and about to be deployed abroad ? you can guess where. The cannot contact us via phone or internet if we do not have working phone or internet services
? In the run up to his deployment, I had hoped to spend some extra time with him, but as we do not have internet access I cannot work at home, but am forced to commute into London
? We need to sort out some legal matters (power of attorney etc) before he is deployed, and this is severely hampered by the lack of internet resources.

I am so frustrated by this current situation that I even started a thread on ?The country's most popular meeting point for parents?, Mumsnet. Several other posters on that site agreed with my assessment of Sky. I was able to advise my bank manager this week to ensure that if he does change to Sky, as he is considering, that he makes sure he gets the phone working before the TV is installed.

What can you do for me?

We have incurred extra cost (mobile calls to your call centre are not cheap, the 13 year old has gone over his data limit for the month on his mobile).
We have suffered a lot of stress. We are faced with the situation that we HAVE TO cancel all Sky services this week, as my husband will be abroad for 3 months and won?t be able to cancel while away, and you will not take cancellation from me, or add my name to the account, or change the name on the account.
I would like to know what can be done to speed up the process of getting this sorted out, and how you plan to compensate us for the expense and stress you are currently putting us through.

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