Very poor start! - Misinformed!

[P-d-B]

Having been with Sky less than a week, time spent on the phone to tech suport has run into hours! Initialy no TV, blank screen, freezing, no sound & combination of all 3.

Agents "worked" on a TV issue. Now they're "working" on a broadband issue!

After many failed attempts I'm now awaiting a reply from their network team!

They say they make notes on conversations. From what I've found they record very little, as every time I call I have to repeat things they were told on previous calls!

It seems what they are good at is guessing 😠

► How many other people we misinformed at the point of joining? By that I mean told an Openreach engineer would do the outside installation & a Sky guy would do the internal + set everything up and explain the workings.

I'm now told they don't have engineers for TV packages!!!!!  Had I been told the truth initially I wouldn't have joined.

I have never seen a Sky engineer, nor were I given any indication of how the things work.

My previous ISP was abysmal when things went wrong, but at least when it worked it worked.

More than can be said for Sky 😡

The way this is going it's likely to be the shortest ciontact on record!

[GD1]

@P-d-B  If you have Sky Glass/Stream these most certainly don't come with engineer install they have always been self service.

Any external broadband faults are fixed by Openreach and ISP are at their mercy and has been well documented how bad they are at updating ISP's

[P-d-B]

It was the Sky bloke who gave me false info. Either they don't know their job or they're in the business of telling lies simply to get the commission! Either way they shouldn't be there.

It seems to me that agents first put the faults down to TV in order to avoid the issue of no engineers. Having changed tack it'll interesting to see what they do now.

One thing's for sure, I won't be paying for something that isn't being provided!

[TimmyBGood]

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@P-d-B wrote:

How many other people we misinformed at the point of joining? By that I mean told an Openreach engineer would do the outside installation & a Sky guy would do the internal + set everything up and explain the workings.

That is typically* correct for Sky Broadband (particularly for FTTP)

I'm now told they don't have engineers for TV packages!!!!! 

That is correct for Sky Television on Glass/Stream (although not for Sky Q Television)

Had I been told the truth initially I wouldn't have joined.

I have never seen a Sky engineer, nor were I given any indication of how the things work.

*some FTTP installations will be as described, while some will be Openreach-only

I'd suggest this is a mixture of customer and (unfortunately) adviser confusion about the relationship between 'Sky Broadband' and 'Sky Television': these are entirely separate and technically very different things which happen to be co-sold and co-billed by Sky.

[TimmyBGood]

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@P-d-B wrote:

It seems to me that agents first put the faults down to TV in order to avoid the issue of no engineers. Having changed tack it'll interesting to see what they do now.

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Sky Glass and Sky Stream have no in-customer-premises support personnel because they are fundamentally different products to the previous Sky satellite television hardware, for which it would have been fairly unreasonable to expect subscribers to install and adjust their own satellite dishes.

Glass television sets and Stream pucks are internet/local-network client devices with customer-only setup, and have no crossover with the Sky employees in the garish vans with ladders on the roofrack (who are consequently becoming rather scarcer)