Sky migration problem...

3dcandy

3dcandy

3dcandy

Soldato
Joined
18 Jun 2003
Posts
4,368
Location
Rugeley
We have been trying to migrate to Sky for our broadband (LLU) for just over 7 weeks now, and Sky just can't set it up. We applied for a MAC code from BT which has now expired and it seems that Sky are just S*** in customer services. We have phoned them about 20 times, for at least an hour each time and they can't even setup an account. We are limited to either Sky or TalkTalk at our exchange (Welshpool) and I wouldn't go with TT. What can we do? I'm really honestly thinking of cancelling all our Sky as it's taking the p**s now...
 
Not sure what's went wrong for you, I got moved from bt to sky pretty painlessly. If you are going for the unlimited service it is pretty good. Get another code from bt and ask to speak to sky tier 3 support because they have messed you about for 2 months and this is last chance. If no joy you would be as well with bt because talk talk are not good.
 
happy_2008 said:
Dont join Sky, simple. My brother has just left them due to the poor service he was getting.
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Of course, everyone has the same experience! :p:rolleyes:

Just get another MAC code, ring sky and give it to them. Not sure how they can mess that up tbh.
 
I used to work in the same building as sky broadband support. They were appalling. When you call ask to go through to CST, or as someone said above Teir 3- though it's unlikely you'll get through to them.
Also, complain a lot, you'll be more likely to get some compensation if you complain a lot. :p
 
My problem is that I can't ignore the savings we would make. Would save approx £20 a month, plus BT have no plans to upgrade the exchange to ADSL2+ whereas Sky will be ADSL2+. Twice the upload speed is the main reason, not download speed. I *could* change to an alternative supplier I suppose, but Sky have actually been abysmal. Will get the missus to ring up (again) and see what we can do...
 
If your honestly calling sky for hours at a time to get your bb migrated your speaking to the wrong people or just complete idiots.

If theres an issue ask to speak to the provisioning dept about your order.

My experience with sky has been above satisfactory, but i do understand some of their staff are dreadful
 
Sorry to hear that , l'v been with sky just over 2yrs and can't fault them, customer sevice or tech's, hand a problem where l would just disconnect for no reason, l confirmed that my end was working 100%. They sent one engineeer out he said everything was fine, but still got the odd disconnect phoned them up 2nd engineer found a fault at the connection at the telegraph pole, have now just clocked over 1000hrs no dissconects.

Yes, your MAC only lasts for so long.
 
It's been escalated, passed around, tried again. The actual problem seems to be our account, they can't actually understand why, we can't get a supervisor etc. to look into it...I really do think it's time to call their bluff and threaten to cancel everything...
 
El_Commi said:
I used to work in the same building as sky broadband support. They were appalling. When you call ask to go through to CST, or as someone said above Teir 3- though it's unlikely you'll get through to them.
Also, complain a lot, you'll be more likely to get some compensation if you complain a lot. :p
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You nab read what he is saying:

for at least an hour each time and they can't even setup an account.
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Why go to CST when its the main account issue,
CST can only help after the order has been finished and openreach see the service as a fully working service.

Also no chance of compensation as no account set up!

3dcandy what services are you wanting to take with sky?
All service phone/broadband and tv or just phone and broadband,
I would say best to order online, if going for all 3 order just the tv first,
Once that order is placed and you have the dish installed then order the phone and broadband remember if you are looking to keep the same phone number you will need a VIC code as well as MAC code.

If you have any issue after that speak to provisioning team in stockport.
Belfast agents do try there best for callers but as all jobs we are some what limited on what a agent / team leader can do.

Hope you get sorted soon man.

Regards
Steven
 
Sorry - to make myself a little clearer, we already have Sky tv. Multiroom x3 and 1 x HD. We have an account, but there is a problem with this account. It's paid up etc. It just appears that Sky agents/bods are pathetic. Everytime they go through exactly the same procedure but just can't complete the order. It goes up higher with the same result. Repeat for 8 weeks now.
 
Try again to order broadband when it fails ask then to tell you exactly where the issue is and what has happened and report back here i am sure some one can offer some help.
 
steven_belfast said:
You nab read what he is saying:



Why go to CST when its the main account issue,
CST can only help after the order has been finished and openreach see the service as a fully working service.
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apologies to El_Commi for saying that, but still no point taking to cst as they cant help unless the account is fully active,
Its a provisioning issue and only they can deal with it.
 
In my experience working there. (Not for sky), CST were the only team that had a clue. In my day though, CST were basically the T2-3 team. They'd be the folks who'd contact BT on your behalf.
A friend of mine used to work as CST and IIRC- he often dealt with people who had issues switching over long after I left. He complained about it enough when we lived together.

Afaik CST = customer solutions team.
This guy is a paying customer, and hasn't been getting a service. It doesn't matter if the account hasn't been configured Sky's end correctly. He has been stuck on "hold" effectively for the past weeks waiting on sky to sort it. Good Csat demands that he receive some form of compensation.
The company I worked for there received call backs constantly from Sky customers regarding this issue. That was 3 years ago.
The reason I suggest T2 or CST, is that T1 hands are tied. They have to read from a script. If you can bypass the script, you may find a team with more autonomy.

Though, my friend left sometime after me- things may have changed since then. I do feel for you though. The UK 'broadband' market is a sham. :<
 
El_Commi i know where you are coming from about cst as an ex cst agent,
But belfast no longers has cst and also the system that tier 1 ang cst use now will not let cases go though to cst unless the system it fully active.
 
I had heard there was some shake-ups happening there- but I never paid much attention to Sky employees- they always seemed to hate their job. I worked for UKOL years back, was good fun. Quake 3 lan tournaments in T2 rocked :P
 
Right...everytime we go to place an order you go all the way through the process and at the end it just locks their computer up... have tried again over the weekend, and it failed again...it just takes the ****
 
3dcandy said:
Right...everytime we go to place an order you go all the way through the process and at the end it just locks their computer up... have tried again over the weekend, and it failed again...it just takes the ****
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Has to be said thats just not good enough,
Ok i know there system is not the best and glitches a few times but thats nuts,
If it is just there system locking up have you ever placed a order via sky.com?
 
El_Commi said:
I had heard there was some shake-ups happening there- but I never paid much attention to Sky employees- they always seemed to hate their job. I worked for UKOL years back, was good fun. Quake 3 lan tournaments in T2 rocked :P
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There is always shake-ups
I never minded the job, ok its a shame we no longer do cst / escalations any more but hey its out of our hands.
 
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