Sky contract

Hi all,

Has anyone had serious problems with ordering Sky ADSL?

I signed up in early April, but the order failed due to problems with the
MAC code from my current ISP.

The order went through again with a new MAC code, however since 12/04/07 it
has been sitting at a "Pre-active cancel" at Sky's end due to a "postcode"
problem with the second order. The postcode provided was correct and tallies
up with BT Wholesale's systems (according to BT).

It has sat at a pre-active cancel since then, almost a month ago. If the
second MAC code hasn't already expired, it will do very shortly. Regular
phone calls to Sky say I will just need to wait and they have escalated this
internally, but can do no more but sit on it and wait.

To add insult to injury, I was looking to cancel instead due to the delays,
but Sky won't let me cancel the TV service (which I only took out to get
broadband as they insist) saying its a seperate 12 month contract and I have
missed the cooling off period!

I signed up for Sky ADSL to get reasonably priced ADSL with a TV service
purely as a bonus - I am now stuck paying my current ISP AND Sky for TV
which is not what I signed up for at all!

Does anyone know how to progress this, as I have exhausted the complaints
procedure within Sky.

Thanks,
Ian




Ian McMillan

Ian McMillan wrote:
> Hi all,
>
> Has anyone had serious problems with ordering Sky ADSL?
>
> I signed up in early April, but the order failed due to problems
> with the MAC code from my current ISP.
>
> The order went through again with a new MAC code, however since
> 12/04/07 it has been sitting at a "Pre-active cancel" at Sky's end
> due to a "postcode" problem with the second order. The postcode
> provided was correct and tallies up with BT Wholesale's systems
> (according to BT).
> It has sat at a pre-active cancel since then, almost a month ago.
> If the second MAC code hasn't already expired, it will do very
> shortly. Regular phone calls to Sky say I will just need to wait
> and they have escalated this internally, but can do no more but sit
> on it and wait.
> To add insult to injury, I was looking to cancel instead due to the
> delays, but Sky won't let me cancel the TV service (which I only
> took out to get broadband as they insist) saying its a seperate 12
> month contract and I have missed the cooling off period!
>
> I signed up for Sky ADSL to get reasonably priced ADSL with a TV
> service purely as a bonus - I am now stuck paying my current ISP
> AND Sky for TV which is not what I signed up for at all!
>
> Does anyone know how to progress this, as I have exhausted the
> complaints procedure within Sky.
>
> Thanks,
> Ian

All I can say is have patience, I know how you feel though I was
efffectively cut off for 3 months thru SKYNET being unable to maintain
their own equipment & now they've moved my 12 month contract from Sept
to Dec, which means that I will have to pay a penalty payment when I
go with my companies offer....

You say you've taken every avenue, have you done a bit of
investigating & found out SKYNET CEO details, if you haven't it may
well be worth a broadside. Fraid I can't help as I sent mine
indirectly via my CEO & it worked. 2-3 days later they had someone
visit my local exchange & put the plugs on correctly.

Ian McMillan wrote:
> Hi all,
>
> Has anyone had serious problems with ordering Sky ADSL?
>
> I signed up in early April, but the order failed due to problems with the
> MAC code from my current ISP.
>
> The order went through again with a new MAC code, however since 12/04/07 it
> has been sitting at a "Pre-active cancel" at Sky's end due to a "postcode"
> problem with the second order. The postcode provided was correct and tallies
> up with BT Wholesale's systems (according to BT).
>
> It has sat at a pre-active cancel since then, almost a month ago. If the
> second MAC code hasn't already expired, it will do very shortly. Regular
> phone calls to Sky say I will just need to wait and they have escalated this
> internally, but can do no more but sit on it and wait.
>
> To add insult to injury, I was looking to cancel instead due to the delays,
> but Sky won't let me cancel the TV service (which I only took out to get
> broadband as they insist) saying its a seperate 12 month contract and I have
> missed the cooling off period!
>
> I signed up for Sky ADSL to get reasonably priced ADSL with a TV service
> purely as a bonus - I am now stuck paying my current ISP AND Sky for TV
> which is not what I signed up for at all!
>
> Does anyone know how to progress this, as I have exhausted the complaints
> procedure within Sky.

When things go smoothly Sky is a fantastic service, but for those that
it doesn't it's a total nightmare. All I can suggest is you call and ask
to speak to Tier 3, they are the people who can actually get things
done. You may have to wait on hold for a while, but don't let them put
you on a call-back. They did that with me and never phoned! It's not
cheap to call their support line, but if you keep a record of your bills
and send them a copy with a covering letter you /might/ get some
compensation.

Also have you actually checked that your postcode is correct? I know of
someone who for years had been unknowingly using the wrong postcode
until a courier refused to deliver a parcel. When he checked with the
post office, they gave him the correct postcode and never had any more
problems. It's worth confirming that.

--
regards, James Luff
Gamertag: Lufferov
"There are 10 types of people in the world:
Those that understand binary, and those that don't."

James Luff wrote:
> When things go smoothly Sky is a fantastic service, but for those that
> it doesn't it's a total nightmare. All I can suggest is you call and
> ask to speak to Tier 3, they are the people who can actually get
> things done. You may have to wait on hold for a while, but don't let
> them put you on a call-back. They did that with me and never phoned!
> It's not cheap to call their support line, but if you keep a record
> of your bills and send them a copy with a covering letter you /might/
> get some compensation.

Thanks James, unfortunately every time I phone regardless of the option I
choose, the refuse to put me up a level or to their manager as "they will
just tell you the same".

> Also have you actually checked that your postcode is correct? I know
> of someone who for years had been unknowingly using the wrong postcode
> until a courier refused to deliver a parcel. When he checked with the
> post office, they gave him the correct postcode and never had any more
> problems. It's worth confirming that.

Yup, its correct. Don't know how Sky got it wrong, and it wouldn't surprise
me if it was a cover up or fob-off to get me to phone BT. BT confirmed all
OK at the time.

Cheers,
Ian

Ian McMillan wrote:
> Hi all,
>
> Has anyone had serious problems with ordering Sky ADSL?
>
> I signed up in early April, but the order failed due to problems with the
> MAC code from my current ISP.
>
> The order went through again with a new MAC code, however since 12/04/07 it
> has been sitting at a "Pre-active cancel" at Sky's end due to a "postcode"
> problem with the second order. The postcode provided was correct and tallies
> up with BT Wholesale's systems (according to BT).
>
> It has sat at a pre-active cancel since then, almost a month ago. If the
> second MAC code hasn't already expired, it will do very shortly. Regular
> phone calls to Sky say I will just need to wait and they have escalated this
> internally, but can do no more but sit on it and wait.
>
> To add insult to injury, I was looking to cancel instead due to the delays,
> but Sky won't let me cancel the TV service (which I only took out to get
> broadband as they insist) saying its a seperate 12 month contract and I have
> missed the cooling off period!
>
> I signed up for Sky ADSL to get reasonably priced ADSL with a TV service
> purely as a bonus - I am now stuck paying my current ISP AND Sky for TV
> which is not what I signed up for at all!
>
> Does anyone know how to progress this, as I have exhausted the complaints
> procedure within Sky.
>
> Thanks,
> Ian
>
>

I would post this to uk.legal.

I would think that as they have not delivered the full service as
advertised you should have some comeback.

On Sat, 2 Jun 2007 20:19:11 +0100, "Ian McMillan"
<(E-Mail Removed)> wrote:

>Hi all,
>
>Has anyone had serious problems with ordering Sky ADSL?
>
>I signed up in early April, but the order failed due to problems with the
>MAC code from my current ISP.
>
>The order went through again with a new MAC code, however since 12/04/07 it
>has been sitting at a "Pre-active cancel" at Sky's end due to a "postcode"
>problem with the second order. The postcode provided was correct and tallies
>up with BT Wholesale's systems (according to BT).
>
>It has sat at a pre-active cancel since then, almost a month ago. If the
>second MAC code hasn't already expired, it will do very shortly. Regular
>phone calls to Sky say I will just need to wait and they have escalated this
>internally, but can do no more but sit on it and wait.
>
>To add insult to injury, I was looking to cancel instead due to the delays,
>but Sky won't let me cancel the TV service (which I only took out to get
>broadband as they insist) saying its a seperate 12 month contract and I have
>missed the cooling off period!
>
>I signed up for Sky ADSL to get reasonably priced ADSL with a TV service
>purely as a bonus - I am now stuck paying my current ISP AND Sky for TV
>which is not what I signed up for at all!
>
>Does anyone know how to progress this, as I have exhausted the complaints
>procedure within Sky.
>
>Thanks,
>Ian
>

Ian,

FWIW - I had no problem moving across from Plusnet - the MAC code was
taken and a Sky account set up.

Then the wheels fell off - for reasons that should be known to Sky,
but probably aren't, I wasn't sent a router. Many phone calls elicyed
many patently false excuses until about 10 days after my account had
been created a router arrived. I was thrilled - I was even more
thrilled the next day when a second router arrived - not to happy
about having to make a trek to the Post Office to send the second one
back.

That was about 4 months ago. About three weeks ago my router failed
(due, I suspect, to a mains problem). It took me about 3 days to
convince the Indian support type that the router had failed - I had to
go through their menu with them on 3 occasions before they would
believe the router had died. A router was alledgedly ordered - but
didn't turn up - this it seems was because they muppets in India had
requested an engineer to attend with a new router - this visit was
then cancelled along with the router. At this point I lost the will to
live and escalated the problem to another department, which in all
fairness did seem to move things along. I had a new router - which
solved the connection problem and I've decided to keep the second
router that arrived the next day - I now have a spare FOC!

To sum Sky up (in my opinion) the product is quite good, but the 1st
line tech support from India is awful and there are systemic problems
within their shipping department that really need to be sorted - I'd
probably give Sky Broadband 6/10 at the moment, but they really need
to sort out their support and shipping functions -= I was within 24
hours of telling them where to stuff their service.

--
Cheers

Peter

In message <(E-Mail Removed)>, Ian McMillan
<(E-Mail Removed)> writes
>Hi all,
>
>Has anyone had serious problems with ordering Sky ADSL?
>
<>
>since 12/04/07 it
>has been sitting at a "Pre-active cancel" at Sky's end

for 6 weeks and counting here

> due to a "postcode"
>problem with the second order.

They haven't given me that excuse.
<>
>Regular
>phone calls to Sky say I will just need to wait and they have escalated this
>internally, but can do no more but sit on it and wait.

I managed to get through to 'Provisions' who, after yawning, told me the
exact same "Pre-active cancel' line as all the rest but presented it as
if it was an amazingly new piece of information he was offering me.
>
>To add insult to injury, I was looking to cancel instead due to the delays,
>but Sky won't let me cancel the TV service (which I only took out to get
>broadband as they insist) saying its a seperate 12 month contract and I have
>missed the cooling off period!

I've had Sky TV for > 12 months so could just decide to cancel the lot,
especially as I've signed up to VM cable BB at GBP10 / month for 12
months due to the Sky delays. Since son has left home we don't really
need the extra channels any more so could save GBP20-30/month by giving
up on Sky. They are seriously pissing me off!
<>
>
>Does anyone know how to progress this, as I have exhausted the complaints
>procedure within Sky.

nope (

--
dave @ stejonda