Sky

Baileycoco2017

Hi, I have never experienced such a horrible experience with dealing with this company.
Firstly, I signed up and they made it seem so easy and assured me that everything would be fine. That part was the only reassuring thing I have dealt with since.
They told me that my phone line was closed so I would need to open my phone line first to get everything started. They scheduled an appointment and the installer did not turn up after I took a half day from work and did not contact me to tell me he wasn’t coming. I spoke to a supervisor that day and he told me they were sorry and would reschedule the appointment but were unable to give me a Saturday appointment. His only advice to me was to ‘cancel my account.’ I couldn't get a better offer then €49 a month so sucked it up and I took another half day. The installer came to open my phone line and advised me he didn't actually have to do anything. The phone line was already open he advised me that somebody would be in contact with me shorty to arrange further installation. No contact was made. Eventually I contacted sky again and they said the installer actually did have to open my phone line. I got a Saturday appointment for or the third time and the job was finally done.
My TV installation was equally as difficult. I had an appointment and another installer came to my property and advised me that my building wasn’t switched over to sky Q. He told me that it is too complicated to just get the standard sky box and that a technician would come the following day and switch the building and I wouldn’t even need to be in the property. He told me that somebody would contact me after for another installation. Nobody contacted me so again I had to contact sky and they told me that they had no record of anybody coming to switch the building and in fact the technician didn’t even advise them that the job needed to be done. At this point I wanted to log a formal complaint. I spoke to the agent who logged a complaint and gave me a reference number without asking me what the issue was. I told her that she didn’t ask me what I wanted to complain about and ‘took note’ of it and still to this day have heard nothing further of this complaint.
I eventually got the TV and broadband sorted. I thought there was nothing that could possibly go wrong from now on and I received a bill. I was aware that at the start you pay a month in advance so I knew it was going to be higher than normal but they have actually removed the offer I signed up with from my account without telling me. They are also charging me for the time I didn’t have any TV or broadband. The agent I spoke to actually told me that he can see a note on my account stating that I should be getting the €49 offer but somehow it will still take 2-3 days to resolve it and they will contact me and I know they will not contact me. How am I supposed to get any satisfaction from speaking to a manager when all they say is to cancel?
Might I add that I have actually called them in between these times and spoke to people who have shouted at me on the phone saying there not going to talk to me because it is not their department even though I have called the same number numerous times before and spoke to people with that number. Promised call backs that I haven’t gotten and people being just rude. I am not an angry person and have tried to remain calm when all this is happening but how much more can somebody actually take.

Johnboy1951

They told me that my phone line was closed so I would need to open my phone line first

What does that mean?

galtee boy

What did they mean that " you're building wasn't switched over to Sky Q " ? Is it an apartment block ?

Samuel T. Cogley

Johnboy1951 wrote: »

What does that mean?

Sky have three line states. One requires a back office team to look at it. Run, run away!

galtee boy wrote: »

What did they mean that " you're building wasn't switched over to Sky Q " ? Is it an apartment block ?

Sounds like it.

muffler

Baileycoco2017 wrote: »

I was aware that at the start you pay a month in advance so I knew it was going to be higher than normal but they have actually removed the offer I signed up with from my account without telling me. They are also charging me for the time I didn’t have any TV or broadband. The agent I spoke to actually told me that he can see a note on my account stating that I should be getting the €49 offer but somehow it will still take 2-3 days to resolve it and they will contact me and I know they will not contact me. How am I supposed to get any satisfaction from speaking to a manager when all they say is to cancel?

In my experience they will honour the offer and I don't really see why they couldn't have sorted this for you when you were on the phone to them. They will also credit your account for any days that you did not have use of the service. Worse case scenario (and I cant see it coming to this) is that you have a 14 day cooling off period which only begins when your services are fully activated.

In any event you would be much better off posting in the Sky talk to forum given the nature of your complaint. The reps there will no doubt get things sorted for you.

Baileycoco2017

Johnboy1951 wrote: »

What does that mean?

That our phone line was not open. Even though the previous tenant had sky broadband too which I told the agents I was speaking to.

Baileycoco2017

Thanks

The Cush

galtee boy wrote: »

What did they mean that " you're building wasn't switched over to Sky Q " ? Is it an apartment block ?

Probably required the multiswitch to be upgraded to the SkyQ compatible dSCR multiswitch.

Johnboy1951

Baileycoco2017 wrote: »

That our phone line was not open. Even though the previous tenant had sky broadband too which I told the agents I was speaking to.

I do not understand what an 'open' phone line is as opposed to a closed one. :mad:

Samuel T. Cogley

Johnboy1951 wrote: »

I do not understand what an 'open' phone line is as opposed to a closed one. :mad:

It's what Sky told the OP so I'm not sure he's going to be much help in explaining it.

Baileycoco2017

Johnboy1951 wrote: »

I do not understand what an 'open' phone line is as opposed to a closed one. :mad:

As in an active phone line. They needed to open or phone line in order to get the broadband

Johnboy1951

Baileycoco2017 wrote: »

As in an active phone line. They needed to open or phone line in order to get the broadband

Why the hell not call it an 'active phone line' then? Geeeze!

PAKNET

Johnboy1951 wrote: »

I do not understand what an 'open' phone line is as opposed to a closed one. :mad:

If a line is cancelled it can take 6-8 weeks for it to show back open for orders again on the OpenEir system.

The OP mentioned previous tenant had Sky for the broadband which worked fine.

Chances are when the previous tenants moved out, moved their Sky broadband off to the new address, the line in the OP's apartment is/was now cancelled and isn't showing up on the OpenEir ordering system for new orders yet.

Nothing Sky can really do here as they are at OpenEir's mercy...