Terrible customer service

[RebeccaAdams76]

I was wondering if anyone has received the same terrible service as I have. I am at my wits end from the terrrible service I am currently receiving from Sky regarding my broadband. We moved home on 24th October and the following day we should have had our broadband set up remotely. It is now the 7th week I have had no broadband. Sky blaime Open Reach and vice versa. I am constantly calling and promised calls back and guess what no one calls me back. I am constantly repeating the state of my account and no one wants to help but I am still paying. After 13 years of having account I am now so fed up  I want to cancel everything. Altohugh I am receing this poor service to add salt in the wound if I want to cancel I will get charged even though it is Sky's error.  Unbelievable!! I called Sky yet again this afternoon and got cut off after 26 mins whilst the advisor cut me off the phone. I have had no call back after the always say they will when checking my mobile number. I have applied to the Ombudsman to look in to this. I do not know what else to do. I have wasted holiday days to accommodate engineers, wasted hours on the phone, used up all of my mobile data and money. I get promised compensation however I doubt I will as not received as yet.  I will not be recommending SKy to anyone I know anymore after this experience. Advice is more than welcome. 

[TimmyBGood]

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@RebeccaAdams76 wrote:

Altohugh I am receing this poor service to add salt in the wound if I want to cancel I will get charged even though it is Sky's error.

Not if Sky permits a penalty-free early exit, but be aware that this potentially complicates receiving any compensation due, and there's no guarantee a different ISP on the Openreach network won't inherit the same mess.

I have applied to the Ombudsman to look in to this.

There isn't an 'ombudsman' for broadband/phones: Ofcom is the regulator and doesn't arbitrate ISP-subscriber disputes.  The Sky complaints process escalates to the appointed alternative dispute resolution service, CISAS.

https://www.sky.com/help/articles/alternative-dispute-resolution 

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[TimmyBGood]

@RebeccaAdams76 

Have you had any indication where the issue originates?  There are fairly frequent posts about delays with FTTP provision after a Home Move, but much fewer for FTTC.

[Newcustomer3]

Took me 1hr 30 minutes on the phone being transfer to different agent who did not have clue of what they were doing. 

call in about a fault on my phone, 1st came through to the sales team who probe me if I new or and a friend who would be interested in taking a subscription, when I said no they then told me I had to ring customer service, I called customer service and press option for technical support and got through to sky outsourced call center overseas who then told me I had to cancel my phone and submit a new order to get my phone fix, I said I would think about it, he said he would call me back, I check my emails and notice a return email and called back, spoke to another agent in the outsourced call centre who did understand me except for when I asked to speak to manager and even then past me to the rentention team who then past be back to technical and then past me back to rentention team. Long story short a complaint was raised but none of the agent took the matter seriously, I'm a new customer and feel like ending my phone contract and going somewhere else before cooling off periods end.

 
am I the only one who experience such poor service.

[Lindaryan]

I have been without broadband since August 23rd. I did all the online and sms steps to try to fix it before calling customer service on Aug 25th. I registered the fault after 25 minutes of them investigating it on their side. I was told I'd receive a tech follow up call within 3 to 5 days. 

On Sep 2nd I hadn't heard anything and called back customer service. They said the fault hadn't been logged properly due to a system issue and advised it was now logged. I was told to expect a follow up call within 3 to 5 days. 

Guess what, still no call. On Mon Sep 9th I called again. I was advised the fault was now logged to expect a call in 3 to 5 days!!! I asked to speak with a manager and was told I'd receive a call from the manager by the end of day.

I received no call. 

Today I have been told 3 times to expect a call from a manager within 2 hours and received none. I am now on hold for 15 minutes trying to cancel my account. The worst customer service I've ever experienced.