I have now had an ongoing issue for over a month now and it still has not been resolved. I have spent over 15 hours on the phone now to sky and have got no further.
it started out when I ordered a new WiFi package. The package consisted of sky super fast broadband, sky ultimate tv (sky puck) and a discount on my Netflix.
everything goes through I am asked to select a date for my WiFi to be connected and an engineer to attend my property to connect it all up. I'm told to wait in all day so I took a day off work. No one turned up to connect anything and I didn't receive my WiFi router. I called up and they said there were issues with open reach someone should have contacted me. Alas no one contacted me.
I called a few days later to be told openreach are pulling a new wire through and in the next 5 or so days it would be complete. I was promised the work was being carried out and that I would be provided compensation due to delay in service and an engineer not turning up.
after a number of calls and hours later I'm informed that actually there is no room in the green cabinet and I will have to wait for a spot to open up
I requested either a 4g router is sent out with a SIM card loaded with data or credit is put on my account to go and get a router to which I was told I would receive credit to go out and buy a router and then as a sky mobile customer I'd be provided with a solution in terms of data.
this in itself took at least 6 people to sort out and even then nothing was actually put in place.
In was then informed on the next chaser call that actually they can not apply to provide me with a sim with unlimited data and they were unable to do anything else.
as a mobile customer I asked them to upgrade my current plan from 60gb to 100gb with a discount and a free 100mb sim so I can load data of the piggy bank to the spare sim so that I can put it into the 4g router.
they said this can be done and that they would apply a gesture of good will and provide me with said spare sim, credit for the router and charge me only £13 for 100gb data.
After this I'm then told by the next person chased that the SIM card can not be provided FOC and that it's only available with a new phone.
I said fine I will upgrade my phone as it is due for upgrade anyway and I will take the free 100mb sim with the phone. So I'm told I would be given £10 for miss information and it will all be sorted.
fast forward a number of weeks and hours on the phone I have not received the credit, I have not received the discount but in fact have been charged the full price for the 100gb. The only thing I received is the sim. I speak to an advisor today who says that I am in fact being charged for the "free 100mb sim" as I ordered the phone and sim separately. I ordered the new phone and spare so at the same time over the phone specifically so all the deals can be applied. Each time I spoke with an advisor I made them write a note to outline the discounts I'd be receiving as the next person would claim that's not possible.
I still have no WiFi I've been charged twice for my "discount" at full price and to top it all off I've been sat on hold whilst the advisor clears it up with the manger who will fix everything as the notes all add up and confirm my story for the phone to hang up at closing time after I'd been sat on hold for ages.
I have absolutely given up with sky, I feel that half the advisors are completely useless and I have had to tell a number of them how to do their jobs as they wouldn't check my other broadband and tv accounts to see the notes and at one point told me I have never made a broadband or tv order.
I am defeated I've never experienced such poor customer service, none of them seem to be competent any their own jobs and are more than happy to keep taking money for things I haven't received.
if you've read this far than you're a legend, but I thought I'd share my experience and see if anyone else has has any similar issues.
