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Discussion topic: Failure to connect broadband or adequately communicate

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This message was authored by Steve-Hall This message was authored by: Steve-Hall

Failure to connect broadband or adequately communicate

On the off chance that someone from sky views this; is is a copy of an email sent to them earlier today. Should anyone else have or be experiencing similar or have suggestions to speed up a resolution, please let me know.

 

I am not one that usually moans, however I find myself left with no choice. I write further to your most recent text message (today) with an update confirming that we will be updated next on 15th November!!!. What?

To confirm, we have now been without broadband since last Thursday (26th October).

For a well known company like Sky, I find it completely unacceptable that this is the case. This unbelievable failure on your part is preventing me from undertaking work from home at this time.

I note that my charges from Sky will not start until the service is fully connected and working. That's good to hear, however I am left paying over the odds for a service that I no longer want (Virginmedia) and should have been swapped out the original date it was booked as promised by Sky. Also, your potential offer of £6.10 per day is an insult.

You made me aware that it is Openreach that you are waiting on. They have been to the house and checked everything, saying they would let us know what was going on. Only to get back in the van and drive off. Never to be seen again!

I was originally told that this changeover from one supplier to yourselves was straightforward and would be completed in a matter of a few hours.

You contracted to supply a service to us from 24th October 2024 and have failed to do so. The excuse was that the broadband connection is third party work. I’m sorry?? Was the functioning of it not checked before agreeing to take on our custom? So, you basically contracted to supply a service without checking that you could?

The words ‘are you having a (bleeping) laugh’ have emanated from my wife on several occasions now. It is an absolute joke. I did phone to complain (as I had not been updated on what was happening) and was told then that due to ‘staffing issues’ with the third party in securing the necessary specialists I MIGHT have a service by 6th November! MIGHT??

I was instructed not to call back or contact you again before 6th November as there was nothing that you could do. No urgency, ownership or responsibility and I think there is plenty you could be doing.

It has transpired that I am the first in our street to request to have Sky (and I’m beginning to understand why that is the case). The issues with third party suppliers are YOUR issues, not mine. I am a new customer and this situation is certainly not my fault. It is up to you, as the provider, to get this matter sorted as a matter of urgency. Third party issues or not. It is a totally unacceptable situation. As a customer, I do not feel at all valued, in fact, it seems that my experience is immaterial.

I expect the service to be connected and up and running successfully within the next day or 2. I also expect suitable compensation for this debacle. A ‘Sorry’ and derisory compensatory payment (credit) is not acceptable. Neither is being told we have to wait until 15th November for a further UPDATE!