Connecting my sky puck

[Col9]

I have been trying to get my Sky puck live for 2 weeks. Having spent around 6-8 hours on the phone to Sky advisors. They have informed me it's a problem in the linking process and it is being looked at by the back office team. I am a brand new user to Sky is it common that such a simple thing to correct takes over 336 hours to produce no resolution and no ETA when it will be fixed.

In addition 3 different advisors promised to call me back and didn't so I had to go through the same process of reporting the problem again. Is this level of service what I should except as normal. Very frustrating!

[Mister_Dalek]

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@Col9 wrote:

I have been trying to get my Sky puck live for 2 weeks. Having spent around 6-8 hours on the phone to Sky advisors. They have informed me it's a problem in the linking process and it is being looked at by the back office team. I am a brand new user to Sky is it common that such a simple thing to correct takes over 336 hours to produce no resolution and no ETA when it will be fixed.

In addition 3 different advisors promised to call me back and didn't so I had to go through the same process of reporting the problem again. Is this level of service what I should except as normal. Very frustrating!

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That's really not good. Generally Sky Customer service is pretty good, but when it goes wrong it can go catastrophically badly as you have found out. 

It might be worthwhile submitting a formal complaint and hopefully that may speed up a resolution:

https://www.sky.com/help/articles/how-to-make-a-complaint 

[Col9]

Put my complaint in last week. Problem still not fixed now over 520 hours since I reported it. Complaints team struggling to help as it needs to be fixed by the back office team who only respond via email. Complaints team have promised to call me back with updates , unfortunately they have not. It's all very depressing, does anyone at Sky care about new customers.