ISP New Connection Issue

[K.C. Leblanc]

I've recently moved into a new house and being a massive cheap skate I took advantage of a Sly broadband special. Line rental and interwebs £10 p/m. This was during July.

Fast forward a few weeks and I still don't have either broadband or a phone line.

Sky are being hopeless, not giving me any useful information. They just keep stringing me along with dates when ill next be updated by, followed by another date. I luckily managed to collar an Open Reach engineer outside my house who told me that the telegraph pole doesn't have enough capacity.

Any how is there any advantage to cancelling sky and trying another provider. Is there anything I can do to make things happen more quickly. I have already lodged a complaint with sky.

 

[K.C. Leblanc]

Thanks guys, it's what I thought but I needed a quick sanity check. I'm also wondering if it's simply worth dumping sky before I'm commuted, since they're so shoddy.

I was talking to them via text on Saturday, when I reached the end of the day I asked not to be contacted till Tuesday. Not only did they try to make contact, but when told not to the complete turnip handling the chat then wanted to confirm my identity so he knew who was telling him to eff off.

I know I'm meant to go through sky but is it worth my while calling up open reach?

 

[K.C. Leblanc]

If you buy a car and it's not delivered in time, would you call the factory?

Well you know what, if I'd been messed about by a franchised car dealer then I would be definitely be talking to the manufactures about it.

But if I needed advice about that I'd be posting in motors.

 

[K.C. Leblanc]

...and just so you people get some closure on the day sky were meant to report back to me an Open Reach engineer turned up with and sorted it.

And to make it more fun they've forgotten about the special offer I signed up under.

So yeah if you're looking for an ISP I'd give Sky a miss. Easily the worst experience I've had dealing with ISPs.

 

[K.C. Leblanc]

They can only go as fast as Openreach give them updates and information? Any other Openreach 'fed' provider won't have gone any faster or got you up and running any quicker? That's how Openreach work. They give you a date by which they'll update you and even if you phone them any sooner they'll say 'no update until the date we said' so there's little point in calling every day or trying to get them to move any faster.

It's still sky's fault that it typically takes over 20 minutes to get through to support. If you use their text support then it takes hours to get a reply. Text conversations aren't carried over the end of the day so you frequently end up having to state the details again when resuming the conversation.

I signed up using a discount code, so should be getting a reduced price. But they are now billing me at a higher rate.

So no i'm not just saying they're useless because it took open reach ages to get my line in, I'm saying they're use less because reporting a problem takes days and they're overcharging me

 

[K.C. Leblanc]

The overcharging is easily fixed though. Has this been sorted?

Nope, I sent them proof of the offer believe it or not via picture message. Next message I got was to say the staff member was going off shift and someone else would take over. Have heard nothing else since.

 

[K.C. Leblanc]

Lmao that completely defeats the purpose of having it. What a clownshow.

Call me a granddad but I like the idea of a support ticket, where the full history can be seen easily as the issue passes between departments, and there's no chance of things being misinterpreted on a telephone call.

The best bit was they asked for proof of the offer, i asked what address i should email it to. They said they had no facility for email and asked me to photograph it and send it via picture text..