I'd also add that I've found customer service to be utterly useless in this entire process
I've been with Sky previously, but after stints with Plusnet (very good) and BT (reasonable) I can only describe Sky's customer service as shockingly bad
The staff are lovely but clearly have zero authority to
- Resolve the issue
- Escalate
- Do anything useful whatsoever
They could somehow see even LESS about my account than I could, and could only repeat that the tracking showed my hub would be delivered yesterday... despite the fact it was not even collected by Royal Mail yet
Plusnet do a MUCH better job of actually empowering their staff to resolve the issue or pass the query on to someone else who might be able to help, and right now I'm sorely regretting switching to Sky instead of back to Plusnet (BT being too expensive, although maybe this is a case of "You get what you pay for")
Give your customer service staff enough information to actually diagnose and fix thing! Or the authority to pass the complaint up. I was repeatedly told that my advisor couldn't escalate without a sufficient reason, which is absurd - I just needed someone to tell me what settings I needed to put in my own router **bleep**
