Hi,
Little history:
I was unhappy with my previous bad TV service and combined broadband ( not NTL/Virgin)
I thought I would pay the extra money and join sky tv and the broadband in the middle of march this year.
I know this is a broadband forum but what the hell.
Sky Issues:
- Engineer turns up not aware of my special heights requirement after being charged for a special heights team to arrive, he then charges me £100.00 to do the job, sky then charge me the orginal £60.00 so ive paid twice for the job. The sky accounts dept say they will get the £100 reimbursed hasnt happened yet.
- Quite a few of the movie channels display no signal received while the majority of the channels receive good signal, sky informs that they do not have an available engineer to sort out the issue on a saturday until possible november, but then state that if you try and phone each week on maybe a wednesday they may have a weekend slot available. Otherwise I have to take a day off during the week and waste my annual leave. Obviously im paying for a movie package and being charged for the service that im not receiving. Why not just put a flag up on the system saying next available saturday assign to client. (We are not in the bloody stone age)
- Plus the number is not toll free so I end up having to pay for all the hours on the phone trying to get one person to sort of the problems and then nothing being done.
Broadband
- Broadband was ordered middle of march, was given an activation date of +- two weeks away. Then told after two weeks they had a problem with my mac number the day after I ordered , failed to inform me and that it will take another two weeks.
- Wait another two weeks, and every now and again phone up to confirm everything is on track , told that everything is fine, there is a note on the line saying there is a delay but this is normal and everything should be up and running when expected. On the day I call up and ask when it is going to be live, im then informed that there is a problem and that it is a fault and sky was supposed to follow up on the fault two weeks before to resubmit and that it will take another 10 working days.
- Receive letter saying activation should be taking place on 3rd May. Phone up on the 4th may ask why the service is not working. Get a retarded response from the order department that "It can take up to another 3 working days for the network to come down the line" ?????? what the hell its not like oil coming in from siberia and takes a while to get here.
- Phone up on monday and ask if the line should be working , get a response saying that yes the installation is complete and that it should be working, they put me through to faults.
BTW.
I am able to connect both wirelessly and wired to the router , receive an IP address from the SKY/Netgear router, and I can connect and login to the router through the web interface. Im sure we can all agree that this would rule out my laptop wireless card not working, plus I use it at work everyday.
Recommended steps from technician to solve problem;
1) Login to router over wireless/wired and connect to web interface of sky / netgear device - Done
2) Change the wireless key ????? What is the point the key is working fine I am ASSOCIATED and AUTHENTICATED
3) Phone the maker of the wireless card in the laptop and ask them for the network key???? - Never heard anything so dumb
4) Told to plug into wired port ???? Im already logged into the router what more can I do
*** When I click on test status I keep getting an error 100 , and the system status says the ADSL is connected, negotiating but has no ip address*** They still tell me to phone Dell. Not once do they ask what the system status is or if I can click on the test button.
5) Keep on telling me to phone wireless card manufacturer
Time 37 Minutes
*** Ask to speak to supervisor ***
Argue Argue Argue, eventually agree to find a supervisor
*** Ten minutes later, supervisor comes on the line
*** Explain that the wireless card is working , I can get to the management page, say that there is an error number after doing the test from the management page, tell them that the error is with the adsl not negotiating properly or something, Ask if this is clear.
*** Supervisor then says yes she understands and the problem in not with the wireless card.
6) Supervisor then suggests I phone Dell and ask them for a key for my wireless card??????
*** My head explodes , all the time they say well your not listening, bla bla bla read off the script, Think they only got page 1 of 5 and have to repeat the same page.
*** Call gets cut off convientiently
*** I phone up the cancellations deptartment and cancel my broadband order. Mac Code should take 40 hours to be generated.
*** Got the best service from the cancellations department- Thank you John (The Cancellations guy)
in Summary, 3/4 quarter working tv, no working broadband, just under two months paying almost double from the better service I had before I joined sky.