Thread: Sky Broadband - Put Me off For Life

Hi everyone, have been in the Banks forum and decided I'd run up the latest on another complaint - with Sky.

I'd been with Virgin.net for years, broadband was good and only ever went down once, for about an hour. Support was excellent.

We HAVE TO have sky at home - it's a new estate but no terrestrial tv signal is here, neither are any other cable co's. I've always mentioned the fact that I think the charges are ridiculous whenever I've had a problem with the Sky signal, but the only other choice was to have nothing!

Sky advertised their new b/band package, I signed up and waited until it was ready. I ordered at the back end (I think) of Nov '06 and wish I hadn't.

Without notice, Sky took the service rather quickly from Virgin.net. early December - discovered only after speaking to virgin then ringing sky, being promised my wireless modem shortly.

After a week of phonecalls, more waiting, I wrote to them and here are details (this will be good for me to record before my dog eats my papwork or something!):

6/12 - a 'sarcastic' letter sent to sky
15/12 - modem finally received after many more calls
22/12 - connected, again more calls

Jan - March more calls, keeps going down

They claimed the letter had been received and actioned - but decided not to acknowledge it.

The service goes down every week, every single time I ring I have to go over the story because "there's no trace of your order/your account" it's only when I spend an hour on the phone demanding a manager and a connection that I'm told "it doesn't matter if we can't trace your order, I'll sort it out" blah blah.

The last calls were 30/3 and 31/3 where I was first told to check microfilters (I do that anyways as a matter of course) then the next day told it was an exchange fault.

So far, in Jan, we were credited £16 - what they 'estimated' my calls were.

Thankfully I'm moving house and will NEVER have the service again, but what about the hundreds of calls, my valuable time, my work (I don't use the b/band to run a business, but I use it so I can send/receive emails etc) and what about the Ebay items that were on auction at the time they 'swiped' my connection from Virgin.net?

How the heck do I put this in a letter that doesn't sound as patronising as the last! ?

I wonder if someone else could guide me here, have you been in a similar situation?

Now, I'm off to add up telephone calls. Pretentious isn't it? I feel ridiculous for doing it but it's the only way I'll have some sort of log of the whole thing.

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Anyone ?

Hello, I wonder if anybody has any word about this or can guide me?

Hi

I must have ranted on so much that I lost direction! Sorry.

I'm just wondering how i actually complain properly and if anyone else has had similar -

I'm moving house soon and would'nt mind the speed of the b/band again but am concerned about the problms I've had, if anyone else has good news then perhaps you can let me know?

thanks all

Well I decided to get sky talk.....£5 / month all calls free...............Ha

in five months i got charged for this service (1) £3.80 (2)£65 (3) £48 (4) £38 (5) £10

not realising what was going on I wonderd why the dd's were failing it was only when they cut me off that I FULLY checked what was going on.

today I got a letter from wescot chasing £193, this by the way is after a complaint and an SAR to find out what had happened.

what a bunch of *******

Dave

What a messy company they are! I am not in work this week but will be sending off a letter too, informing them that their service is appalling and I am going to demand money back for calls made and an apology for being so flamin' useless!! I think acknowledging letters really is just plain rude and shows how they really were too disorganised to roll out broadband when they did.


I recommend to everyone that once you have failed to get a suitable outcome, you complain to the OFT.

Please let me know how you get on.

To add to the obvious c**p this company is giving me, I moved house and was told the tv and broadband would be transferred over without problem - no, I didn't believe that either!

Two weeks on and three LONG converstions later, I find that the original order didn't come across (the sky tv is being received, no b/band) - this is basically because they couldn't ever find the original order in the first place, hence complaint after complaint from December.

I spoke to a team leader for a half hour who told me the only way to get b/band is to re-order and pay then speak to cust. services who "might" refund me - then what would I be paying for, I already have the equipment! "this could take up to a month to get connected" as it's a new order. 6 weeks without it, righto.

On 9th I emailed giving them 7 days to sort it out or I'd resubmit a second complaint to the OFT. Useless sh***!

To make things worse, I actually did ring them to reorder it, but instead of getting through to sales etc I had to 'register' my interest using an automated service. Pah! Doubt I'll ever hear from them again.

Virgin Media here I come, virgin.net's broadband was fantastic when I had it so I'm going back...

hiya, I had similar problems with talk talk, I complained to ofcom about them and it was passed to their high level complaints team. Problems with your internet service | Ofcom to complain. They waved their £70 cessation fees, wont go into it all but I actually got them on the phone admitting it was a penalty charge for cancelling. Also had bill of £157 quashed as I was calling thie 0870 number. They do sit up and take notice when ofcom contacts them with the complaint.

PS I went to sky and so far I have had no problems, also do a lot of online gaming and it's a lot lot better than my previous isp.

Excellent thanks guys, I know their b/band is good but if I can't get them to sort it out in the first place then I'm stuck really aren't I !?

Bankfodder I've pm'd you for a contact name, many thanks.

Sorry Broadbandfodder - I've been in the bank forum too long!

Ha! What a bloomin' nightmare hey?
Thing is, what with Virgin hoovering up the rest of the competition, they're the only option - but there are so many great companies out there just being forgotten about because everyone wants so called bundles.

Are bundles really better value when you look at the sheer amount of time we spend sorting out a bloomin' connection with the bigger fish.

I had some luck yesterday, though its not going to get me connected any sooner but I actually spoke to someone and believe that it's going to be sorted.

Mind, even though I've got the equipment already I'm having to wait for new equipment (!) so here we go again!

I always praise when needed - Sky b/band is terrific when it works and you can get the service !

Try the Sale of Goods Act, Maximus...

maximuS - yep, I had that problem