Help with Sky Broadband...

[rainy]

I hope Im posting in the right place for this but just wanted to know if any one is having any problems with Sky Broadband.
I phone up Mid September and was told that my router etc would be with me soon and then I would get an activation date for broadband and should be on within about 10 days !!! So much for that !!!!!
It took another phone call for them (and me) to realise that my equipment had never been ordered. They ordered it again (by this time it was mid October) and hey presto it arrived within 4 days. My activation date was next ..... so all was going to plan - obviously the initial ba**S up was just an oversight !!!!
My activation date was 9 November so I tried the broadband then - no internet light. My friend who is a computer whizz came round a few days later to try and still no luck. So we phone Sky Broadband. They said the problem was with BT and they would raise a solve.... this they did and BT came back to me on 24 November to tell me there actually was no problem with this line. Sky then raised another solve and have said now that there is a problem with their equipment at the exchange but this has not been sorted out still after two months. I have e mailed a letter of complaint (12 December) and received no reply, I have chased this up twice and received no acknowledgment, I have phone three to four times a week only to be told that this is still ongoing and it is affecting lots of people in my area - that helps !!!! In desparation I even wrote a mail to watchdog!!!!!!!!
So here i am still with no broadband - money has been reimbursed to us for the two months ( i cant believe it was taken in the first place) and when all over I will be getting the price of the phone calls back.
All I want is the service that they have said they can offer. Has anyone got any advice as to what else I can do, Im really getting no where on the phone, or by letter and am slowly going mad !!!!!

Thanks
m

[buzby]

Write stating that you give them 28 days to provide the service as advertised, failure to install a service that meets the promises of the advertising (8Mb?) YOu will be cancelling the contract and you require a refund of all monies paid.

[jerrynewell]

I can identify with you. Have had similar problems, mine started 7.9.06 when service did not transfer. Took until 1.11.06 to get Broadband and within that time lost telephone line for three weeks. They keep blaming BT for the length of time and delay. Service is not good - keeps throwing me off, needs constantly rebooting. Have sent complaint letters and emails and finally I have registered my complaint with OTELO. Will let you know the outcome.
I have a freephone number for SKY that you can use - save you some pennies 0800 0512 595

[rainy]

Thanks for your replies, I think Im just going to give up with this and ask for my money back that has been spent so far. Ridiculous customer service and even more ridiculous that it seems an engineer hasn't even been out to check out the problem yet. I think I will go with another provider - any ideas anyone ????

Thanks

[buzby]

NTL if you're in a cabled area. The service is extremely robuist - but this has more to do with the technology they use, rather than the fact they're NTL!

[rainy]

I thought about NTL but I have heard thier Customer Service is absolutley shocking and after all the hoohah with SKy I really would like to go to a company whose Customer Service is at least half way decent. Perhaps I will have a look at them as I believe we are in an ok area to receive this.

Thanks for your replies .....

mx

[buzby]

They will try to sell you all their other services (TV & Phone) but you're not obliged to take them - BB can be taken on its own. I agree their CS can be dreadful at times, however having recently dealt with Sky and BT, none of them merit a gold star. However, once my NTL link was installed, it was always there and problem free - apart from the inevitible nightime segmentation evey other month or so. Providing I keep my own superhighway on a 24 x 7 basis, (at 10Mb) I'm a happy bunny.

[annabellafonte]

Hi, I know exactly how you feel. When I moved to my new place, I had ordered Sky broadband back in October. The guy who I spoke to didnt tell me about any problem with my BT line so he went ahead and ordered me the router etc and took payment from me. Then i received a letter from sky telling me that there is a problem with my sky broadband order and that I need 2 call them. So, I did that. They said that there was broadband already on my line and that it will take 6working days to clear. So at this point I start to get frustrated. After the 6days had passed, I called Sky, and they said my line was fine. So, they then had to take more payment from me, and refund me my other money, but they didnt do that until a month later. This has been going on for absolutely ages, I am actually using dial up at the moment ( i didnt expect to use dial up for 3months + i tell you). Anyway, I have called sky numerous times, and I feel that I am talking to Robots honestly. Anyway, my sky broadband line activation date was on the 11 january, so i havent been able to connect once to sky broadband. So again, been calling up sky but they told me that its going on my file and that was it (charming)!!! i asked them what are they gonna do about it and they said its going on my file! I have emailed them a letter of complaint but nothing back yet. I have threatened to leave them and go to a different provider!!!