Rescheduling TV & Broadband Services online - BEWARE!!!
Anyone else experiencing this nightmare!?
I scheduled a home move via phone, which included Broadband and TV. Broadband booked day after moving 3 July, but my TV move was only available about 10 days after my move. The advisor told me, not to worry, just go online and via my sky account I could reschedule it, if a cancellation became available. Happy days, or so I thought!
Next day, I open my account details online, and identify an earlier date for my TV, so I book it for 4 July. What happens next astounds me, I get an email confirming I have rescheduled by Broadband to 4 July!! Am I going mad... did I hit the wrong section?? I try again, making double sure I am in the right appointment... same again! No errors or warnings!
I phone the call centre, Brian tells me it's a known defect, but he can't fix it nor reschedule it! I try again, now it does work, I successfully move my TV to 8 July. I also notice a slot for my Broadband on 3 July, this time when I reschedule my BB, it moves my TV visit again! This defect continues and I am now stuck with an earlier TV visit, but a BB visit on 8 July!
I phone the call centre again, Evelyna tells me it's obviously 'user error' and there cannot possibly be a defect in the booking system, otherwise she would be aware of it. I get nowhere trying to raise a case for someone to investigate and let me know when the defect will be fixed!
I phone again to try and make a compliant, Joanne tells me I can't possibly of changed my BB visit as this is only done by Openreach!! Oh, and I've clearly done something wrong and I don't understand their processes. She tells their are no system issues, and the defect can't be escalated nor tracked! She finally concedes to raise a compliant, but then immediately closes it, as they have no way of escalating it! An utter shambles!
What is going on Sky? Why aren't you capable of listening to your customers compliants? I can't be the only one... right?
