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“Can't install or cancel, worst decision ever, don't...”

Written on: 16/01/2012 by owen123 (1 review written)

I think the easiest way to explain this is just to include a copy of my complaint to sky. It's just the sheer indifference of the customer services that get me. I now find myself in a situation where I have no broadband and sky are refusing to let me cancel.

To whom it may concern,
Trying to get my sky broadband installed has been an ongoing issue since I initially made the order online on the 12th of December of last year.

I wish to make it clear that is a complaint about the way in which sky has handled the situation and not about BT openreach, which is apparently the stock excuse for this issue from the members of the sky customer service team. Secondly this complaint is pertaining only to the talk and broadband services.

When I ordered the sky tv, phone and broadband bundle I was given an estimation date online and then allowed to choose which day I would like the engineer to call. I chose Saturday. A week later I received a text from Sky telling me what the actual date was. This was on a weekday, which was not convenient and was some time after the estimated date given.

I phoned and complained (this is down as a complaint on my file) and was told that BT openreach never operate on a Saturday and therefore this date could never be fulfilled. Why is Sky allowing me to choose Saturday as a possibility online when this could never be done. This is a direct misrepresentation of the product, as it gives the consumer the impression that Saturday installation is a possibility when it is not. If I had known this I would of gone with another provider for this very reason.

Having taken the day off work to await the arrival of the engineer, they failed to attend. I received two deliveries from two separate companies during the day, which are proof of both myself being present at the property and access to the property not being impeded, as was stated by the engineer. I also rang Sky multiple times during the day asking where they were and was told to continue to wait as they would turn up before 6. This never happened. It was at this point that sky customer services completely fell down.

I rang for the 4th time that day and asked to speak to a manager. I was told that this was not possible but that they would arrange for a call back at 3pm the next day. This was the time given to me by the operator. 3pm the next day came and went and no call was received. At around 3.30 I called sky, explained the problem to the operator and said I was very unhappy with the situation. I was then promised a call back within 45 minutes. This call was never received. I then called back again at 5pm and decided my best option was to just hang on the line until a supervisor became available. This happened after some wait, whereby the supervisor told me I would never of been told I would receive a call back at a certain time as this can happen at any point in a 24 hour period.

By this point I have had enough and inform the supervisor that unless my broadband is installed pretty quickly I will be leaving. He tells me the case has been escalated and I will be given priority from BT. I am asked for three preferential dates which I give him. Incidentally I am once again refused a Saturday appointment and told this can never happen as the engineers simply don't work on Saturday. I am then told that it will take bt 48 hours to process the request and I will get a call then to let me know.

Saturday (48 hours later) passes with no call from sky, I call Sky on the Sunday and am told that there is no date given as yet but it will be on Monday. Monday morning passes with no call back from Sky so I then call again. The operator informs me that it will be installed on the 30th of January. That is over 2 weeks away. By this time I have had enough so simply ask for the phone and broadband order to be cancelled.

I am passed to the cancellation department, the gentleman listens to me relay what has happened, which by now I have got quite well versed at doing since it needs to be explained every time I call. He then proceeds to explain to me that the problem lies with BT and not Sky. I explain that it is the level of customer service that I have received which is the issue, he becomes increasingly agitated and I have to interrupt the operator to inform him I am not speaking to him to argue about my case I am speaking to him to cancel my contract.

I am then told that I cannot cancel my contract. It is "too far along". I am told my best bet is to get another company to take over the installation by signing up with them. How is the resolution to this problem to get another provider involved. Surely my contract is with sky and they need to cancel it.

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