I became a Sky customer (for its broadband) some 20 years ago. I have remained with it as I found its service to be excellent and reliable. In fact, I have recommended it to several people over the years.
Yesterday, much to my horror, my broadband suddenly failed. I left it an hour and as it remained absent. I telephoned Sky. Losing the internet and having to 'phone Sky is a rarity, but on those occasions I have had to do this, I have always found the staff very helpful and knowledgeable.
I telephoned, but despite all my attempts, I could not speak to a human. I was left with an automated "help" system and after various actions,
I was advised that an engineer's visit had been arranged for next week.
I was very unhappy with this. I am disabled and housebound and rely on the internet for many things, including my shopping. Nonetheless, despite all my attempts, I was unable to speak to a human (I cannot use a phone to access the internet as my eyesight isn't good enough for this - I have been a T1 diabetic since birth, nearly 70 years ago).
A short time later, my internet connectivity returned. I am no technical expert, but I know that the outage was nothing to do with me. In the past, when I have 'phoned Sky, someone checked and was able to tell me if there was an outage in my area. However, with this new, highly unhelpful approach adopted by Sky, this wasn't possible.
Why has Sky adopted this measure? It's absurd. If this is the direction in which Sky is heading, I will definitely have to reconsider whether I want to remain a customer.
I am going to wait until tomorrow and if I still have connectivity, I will then have to set about trying to cancel the engineer's visit.
Very disappointed,
David
