Hi,

I wondered if anyone could help me out.

My sister-in-law has moved to a house and recently taken on SKY TV. With the package came broadband for 'free'.

She has tried to get it connected, but SKY have informed her that they can't. At fist they said there were 'Tags' on the line. This couldn't be the case as the line was a new line. Next they said they couldn't 'see the line' in the sense of it being able to carry broadband. So she phoned BT and they said that it was definitely 'Live'. After a number of phone calls to SKY who were adamant they couldn't see it and BT who said it was Live, BT advised that she should get SKY to call BT Wholesale. Sky said that BT were fobbing her off and that they couldn't.

Anyway the upshot is, I'm going to try and sort it for her. So, if my thoughts are right....SKY can call BT Wholesale right??? I presume if the line is Live, it's SKYs responsibility, if not it's BTs.

Any help very gratefully recieved.

Mack

If this is a new line then Sky may not be able to verify the details for approximately one month from incept date. They could pick up the 'phone and ask but that would be too sensible. The bottom line here is that the service provision is BT's responsibility and until this is resolved, no service provider will be able to operate.

Sky are simply working to the systems that BT has in place, so that's where the buck stops - BT.

SHARK!

Right,

Cheers for the help Shark.

Sister in Law spoke to them and they sad it was all fine and they could see it now...

....However there is a £60 setup fee for broadband as it has to be ordered within 6 weeks of the SKY subscription. She complained and the operative told them there was nothing that could be done. Sister in Law spoke to the team leader who acknowledged that the service was originally ordered the same day as the TV etc but as it wasn't successful and wasn't their fault the £60 couldn't be reversed. She didn't agree to pay it.

I just told her to put me on the account and I'd call up. That's shocking in my mind, surely any sort of CS would oblige and arrange for the £60 to be waived. That sort of service is only going to alienate customers surely?!?!?!?!?!?

Still, you pay peanuts.....

Thanks again for the info.

Mack

Hi

Ring sky and ask to speak to line manager, you'l probaly be told that one's not available but persist with your request to speak to manager or ask them to return call when free. Sky gave us the run around for month or so over a deal we were offerede and then told did't exsist. After few phone calls to right people and threatening to leave as a customer we got a better deal than was originally offered and 3months discount for being messed about.It's a pain and endless calls make you mad, but bite your tongue say plenty of please and thankyous and it should pay off. Good luck

Daisy25