Phone/bband farce ends in Sky slamms phone line(finally admitted) **RESOLVED**

[loopinlouie]

Still no braodband and incoming calls, tesco on the case and ringing me back. On my mobile I add Had to fiddle about with mobile, as new one not working now and had to knick sons back, hes not happy with me at all. So bleeding ring sky like you promissed, Ive even had to swap the sims to keep number. Sons spitting fire that xbox live still isnt on.

Edited August 17, 2010 by loopinlouie

[loopinlouie]

Barbara from sky just rang and apologised for what had happened. I was given a couple of options to resolve this promptly for me. One being 12 months free tv and the other refund of 300.00 out of pocket expenses and half price telly.

 

I said due to distress I felt I had been under what would please me and no doubt son still mourning the loss for a little longer of the xbox live was the free 12 months telly and refund of the 300.00 and no doubt all being well we would carry on as sky customers for tv after that.

 

Told will confirm by email and the telly will be turned on asap and cheque in post.

 

They have said sorry and as a result will do an investigation into how it happened and if the least that comes out of it is knowing they will look into issues thoroughly before assuming what the problem is leaving the customer to chase and risk of distress, then I have done something.

 

I am to get confirmation email but as I type this relieved and now just praying my alarm is back to normal soon.

 

The 300.00 will return my money back to the bills and well the tv will please my daughter. xx LL

[loopinlouie]

ooooOOOHHHH Phone ringing now so alarm working, were getting somewhere. yipppppeeeeeeee xx

 

Just broadband to go as that wont come on yet, but they are probably on that as well.

[locutus]

We're getting somewhere now Looks like Barbara has taken care of you, the only remaining issue is the broadband. Good luck with that, Just to put your son off for a few mins tell him about this game

[loopinlouie]

[ForestChav]

Lol.

 

Is there no work or anything he could be doing

[loopinlouie]

Yep, nice new mower not seen the outside of its box yet and the triffids are growing. Seems to have special ears that switch off when I ask him to do any work Only xbox tuned I fear !

 

He upset daughter this morning ate his brecky and told her to take the bowl down, going to have to sort him She's looking forward to telly coming back on.

 

At least Ive learnt not to get upset about his gaming like last time, got fed up and said would dump it out the window, he said no you wont, well ended up in me buying a new one the following day for feeling so guilty. HIs long face dragged accross the floor as would you believe games machines dont bounce

 

Never felt so guilty in all me life

[loopinlouie]

Received no email yet, so keeping fingers crossed xx

 

Daughter was pointing out tv not on yet, but that has eased off due to internet up and running again

 

Son happily playing on his xbox, arrrghhhhhhh and me well the wifi is flying again. (Hey those dongles are okay like in emergency or out and about, but you cant beat home broadband)

 

Just hope to get the email soon or maybe they have popped it in post xxxx So returning to normal xx

[loopinlouie]

What is it with these people?

 

Okay no email or telly going on, so as barbara said you have out number if any problems I decided to ring. The pa told reception to put me through to barbara at the livingston office, whose reception said no one had heard of her, who put me through back to original reception, who put me in error through to media who said hold on for a mo, and then heard the phone being put down and dead !!!!!!!!

 

Take it back, laughing now due to my short memory couldnt remember surname and reception trying to help said it was cats or catz, well it wasnt anyhow found 0800 number so patiently went through sky talk who put me through to correct dept in escalations and found her To be fair sky must have a lot of employees

 

Not as bad as previously ringing sky as obviously land line means you can be more patient as in not panicking credit going. Anyhow telly going on so daughter can stop nagging and email on the way asap.

 

So should be alls well that ends well. Was also reassured my case is very very rare and they will learn by it, which is reassuring and of course 12 months free tv with movies will obvioulsy restore my faith quite happily with refund of 300.00.

 

So thanks sky after all xxxxx

Edited August 18, 2010 by loopinlouie

[loopinlouie]

When get refund will happily go round the sites I wrote a report and add that it was ended to my sattisfaction and that my case was apparantly rare.

 

Just hoping my hair starts to behave now

[loopinlouie]

To top it off tesco broadband took trouble to ring me and make sure all working okay and was happily able to say yes.

[loopinlouie]

Daughter says movies on, yipeee thats two kids happy again, though the shouting from son when gets shot on modern warfare2 by his mates is busting my eardrums again hahahaha, xxxx

[loopinlouie]

Still no email. Told yesterday it takes them time to send, no offence lovely woman and telly on as agree, though sky plus not working, however the email in my view was important as I agreed to 12 months tv with 300.00 refund. The email has to confirm this and told tuesday it was on the way. Now I know barbara is not at work today and just hoped it was comming in letter form, but no, post been. She said she will be talking to me tommorow, but why no email as promissed?

 

Concerned I was offered either 12 months tv or refund and half price tv for 6 months. I said I would accept 12 months tv and refund of my 300.00 due to distress I have been under. She said she didnt think I was being unreasonable and told me the telly would go on. The email was to confirm and that cheque on way. Maybe I am worrying needlessly but I hope this is sorted and I am going to have to do no more chasing xxx

 

I believe barbara that the offer I asked for is accepted, just cannot comprehend how long an email takes xxxxx

[loopinlouie]

Getting concerned, still no email or post from sky confirming what promised

 

I mean the tellys on but thats half of it, I am more concerned with promised 300.00.

 

Dont mean to seem unreasonable, but when I say I will send email, I normally do it within the day. I would have thought even for sky it doesnt take tuesday to beyond today to send it.

 

She said she will be ringing me today, I just hope she does or my faith will be gone again. I did say one of the things I cannot cope with is people telling me they will do things and not doing them, I dont think I am being unreasonable here in expecting sky dont prolong things for me again !!!!!

[mazbck]

Well remember I said we had no problems with sky!!!!!!

 

As of Monday we will have a new broadband provider, as the 'throttling' on our line was so bad on the broadband speed tester the test actually timed out.

 

It was no use to use as the OH and son play online games and my daughter watches Dramas as well, and it was impossible for them. Its was fine for me and my facebook and CAG

 

Saying that Sky bent over backwards to try and rectify the problems, but it was something between them and BT, they have also released us from our contract and refunded all the broadband charges from the start to now.

 

I hope you have better luck with SKy broadband than we have had, saying that, Im certainly not grumbling about the Sky talk package we are on, it works out way cheaper than BT.

[loopinlouie]

Reason I needed unlimited broadband was sons xbox. He is at the moment happy blasting away again on modern warfare, so know what you mean about needing no throttling.

 

I was paying over the odds before to bt, yet it was a limited service, so had to move or upgrade with them. Have to say tesco broadband flies and son happy.

[loopinlouie]

Come on sky wheres my 300.00 you promised?

[mazbck]

Sky could only offer us the Connect package, but that was fine, we were lucky to get a max of 1mb speeds at night and weekends, which totally ruined the OH and son's 'ping' and they had serious lag and played like NOOBS according to them.

 

We are now with Vivaciti who came recommended to us by a close family friend who is a microsoft certified engineer. Im paying a wee bit more than normal but there is no throttling or traffic management at all on the line!!!

 

conclusion - 2 happy gamers means one ME gets peace and reasonable quiet!!!

[loopinlouie]

'reasonable quiet'

 

Is that the same as in my household?

 

As in when son shot by another player, the whole street can hear him and I have busted eardrums it feels xxxxx

 

But of course quieter than him harassing me constantly for when the line is coming back on, hahahaha xxxx

[mazbck]

That sounds about right, but have pity one me, I have 2 of them playing that Modern Warfare 2.

 

 

Be warned though, there is another one due out next month!!!!!

[loopinlouie]

I just want to bring my complaint to an end. I cant do that till sky do what promised and if they are looking in my home phone is working fine now so please ring and email me as promised. Or if you want to rush it through, you have my bank details, pay it in there and ring to tell me you have. I can then close my complaint and update my reviews.

 

Thing is at the moment I dont know wether I am having to prepare to still go to otello etc.....as I am again hanging in the ether xxxxx

[loopinlouie]

Mazbck, Yep son told me, aarrrrgghhhh.....Just as well I have 35.00 argos vouchers hanging around in my purse, should go some way towards it.

 

Thank goodness my daughter is more into simms on her pc, its quieter xxxx

[loopinlouie]

13.05 No phone call yet or email !!!!

[loopinlouie]

Rang them to see what says on account and told screen says put through direct to vip dept and after long wait get through to colleague of barbara another service excellence advisor, there are two of them apparantly. Told worried no email and call and worried cant confirm what promised till get such. Just as well I rang as the email they have on file is ages ages old and doesnt relate to this issue, with me emailing in and getting replies it seems they have not updated the email on the account despite me also contacting via my sky. Anyhow told barbara not in at mo, so asked to read notes on file regarding the 300.00 and there is no note !!!!!!

 

Now I take it from that alarm bells should ring and told barbara will ring me back later. Now this email they had on file has had no communciation from me and I have at no point used it over the last few months, it would have related to at least a year ago as part of the email is my sons age which was 14 and now he is 15.

 

After all the chasing I did during the last few months I am suspecting most emails are simply deleted or something along those lines as this would explain no reply or notes on my account, simple I suppose to rectify but just so so annoying.

 

Gave her my correct email address and asked the promised email is sent and then barbara can ring once received. I dont want another what feels to me false promise. Why when promised 12 months free viewing and 300.00 refund is the refund not mentioned on the account, very concerning as would indicate to me not even actioned yet. She even told me it would be sent in cheque form, but as we know a cheque cannot be raised without surely notes on the account saying why.

 

I asked if service excellence advisors were managers and told no, but that they were perfectly capable of dealing with issues such as mine. I therefore beg them as know they are reading this to stop the hastle and stress that is caused by my wasting my time chasing them for one reason or another.

 

I mean I was told wednesday that as I had raised possible fault with sky box that they would on thursday get tech team to ring and sort it with me, the call did not happen. Okay I thought it can wait.

 

But how long are people supposed to wait for promised actions, I mean basic basic customer service involves keeping people informed and at least carrying out the basic actions you YOU have said you will do.

 

Not much to ask.

[loopinlouie]

Just got back to me and says the expenses metnioned were 200.00. I said no I have said from way back they were breaching 300.00 and if re listen to call you will hear that it was 300.00 I asked for as well as 12 months tv. She apologised not having correct email address and says will ring me back after listening to call as possible she has made a mistake.

 

She said how was it more than the 200.00 and that I didnt mention the taxis to and fro as I just did to her and I said I listed an example of the 300.00 and a more detailed list would appear to a court, but that it was breeching 300.00.

 

She will ring back when listened to call. I dont believe it honestly, I said even read back over this thread after me updating after each call well most of them and you can easily see it is 300.00 not 200.00.

 

They need to sort this today. I mean its not as if I am after a fast buck, they have said sorry admitted fault and said treatment was below parr, they came to agreement with me and couldnt even make sure my email address was correct relating to the complaint received from me.

 

It feels as if they are thinking she asked for 300.00 see if she will be happy with 200.00, or am I being funny here.

 

I mean if they would like the crappy cheap phone I bought to keep desperately a phone active over the last few weeks they can have it, I dont need it now as have my land line back xxxx