Dear Mr DarrockAs I have had no internet connection at home for the last 48 hours with no prospect of a resolution of the problem I have had to drive to Bradford, blag my way into work with night security and write this from my work PC.Shortly after midnight Tuesday ( technically Wednesday am) we lost our internet connection. As this is such a frequent problem I made the poor decision not to ring Sky but to hope things would be ok in the morning.Sadly they weren’t and my phone call was fairly unsatisfactory with no more advise than ‘try again in a couple of hours’Later yesterday I rang again for an update around 23.45hrs and was told that the outage was a major software fault affecting Halifax, Calder Valley and Hebden Bridge exchanges and the only update was that it would be resolved by 22.20hrs which it patently hadn’t been.
So I waited patiently though somewhat frustratedly for a further 12 hours before calling again. By now the internet service which I pay Sky for had been unavailable for 36 hours. I had taken a few days off from work this week specifically to complete several online tasks and have been thwarted in my intent by the outage.
Now I know that some things are beyond the control of Sky. However, thats not my real complaint.
When I rang this morning I was informed by recorded message that Sky were busy and the wait time would be 9 minutes. I was on hold with abbysmal music and insulting announcements about going on line to check for further information for a total of 14 minutes before my call was even answered.
When I did finally get to speak to a person it was xxxx (Stockport call centre) who told me that the outage had been resolved which seemed strange since I still had no service. I’ve lost count of the number of timse I’ve reset the modem and rebooted my laptop so when the operator suggested I ‘run some tests’ on the BT line I flatly refused to since our phone socket is in an 18 inch high crawl space and I could see no point in testing the filter when it was patently a line or modem fault. Incidentally I was placed on hold for a protracted period while the operative went away to check the line (the result of which he never told me) and again while he also attempted and failed to find out when the outage had allegedly been fixed.
After such an unsatisfactory conversation with no prospect of a resolution requested to be transferred to the cancellation department.
I was then transferred to your ‘retentions’ department where I had an entirely unsatisfactory exchange with a person who’s name I didn’t record. Knowing how unhappy I was with the service I’d received he made the really clever suggestion that I add the phone line to the package……unbelievable crass under the circumstances. Why, knowing that I am totally disillusioned with Sky would he imagine that I want to give you any more of my money?
Over the last 17 years I have paid Sky in excess of £xxxxx – over £xxxx pa currently. Yet when I have a real problem the value you place on my custom is abundantly evident and I felt I had no option but to cancel my sky subscription and request the MAC code which I believe will be issued in 3 -4 days.
At approx 12 noon I rang again and this time spoke to xxxx in Stockport.
By now I had my husband with me who had reluctantly agreed to go into the crawl space to run the tests required.
After an hour and a half of swapping and changing lines rebooting the modem and running up and down 2 flights of stairs between the 2 we were no further on. Although xxxx was friendly and helpful the issue was not resolved. I requested a new modem be sent out but was told the filter would have to be checked first and it would take 2 -3 days for us to receive one from Sky.
So, against my better judgement I allowed myself to be persuaded to go and purchase another filter and swap it in. Yes, you’ve guessed, I wasted a further 1.5 hours going out to purchase one and another 30 minutes in a wasted call when the exercise proved fruitless.
At this stage I requested to be put through to a manager as xxxx told me he was still unable to supply a new modem and the call had to be passed to someone else for further tests. I again asked when the original outage had been cleared and he was unable to answer – just to say it was cleared from their list.
After an extremely unsatisfactory exchange with a teamleader called xxx (also Stockport) I agree to speak to another person about making further tests with the exchange. At this stage I turned down what I consider to be a wholly desultary and insulting offer of a £10 goodwill payment. I reluctantly agreed to be passed over yet again. I was promised a call back at 4.45, some 15 minutes later. However, the operator failed to tell me that he was going to leave my line open and I was left unable to make urgent phone calls which had to be done prior to 5pm. When he did finally ring back it was to sheepishly agree to send out a new modem – in 4 – 5 business days though he never did say whether the line was clear. He couldn’t resist making a sarcastic little dig about modems not normally being free and ‘he couldn’t really call it a gesture of goodwill’
I am appalled by his behaviour. How dare he talk to me in that manner?
There is no way I can wait until the end of next week for internet access so I decided to purchase a new cable and a modem myself to speed things up. Imagine my horror then when neither of the measures made any difference. By now its 8.30 pm and I’ve spent (wasted) a whole working day and got absolutely nowhere for my pains.
So, and this is beginning to feel like groundhog day, I dialled the by now familiar number – before I even got to speak to a person I was greeted with a message that customers in Halifax were experiencing problems………what a joke, except its not remotely funny. This time got xxxx in Nottingham. A very nice chap but completely out of his depth. To my horror he chatted away about the protracted outage in Halifax -‘since yesterday’
So why was I told by not 1 but 3 people that the outage was fixed and it must be my line box/filter/cable/modem????
I asked xxxx to arrange a call back tomorrow from a senior manager and was told it wasn’t possible. So I asked to speak to the Call Centre duty manager and strangely that didn’t seem to be possible either. So I asked for your email and was put on hold while he went to try and find that.
Well, I’m pleased to say that while I was on hold I was able to enjoy eating my evening meal -albeit a late one due to my running around after Sky emplyees who were leading me up the garden path…….after 38 minutes I simply hung up as I defy anyone to come back to a customer after leaving them on hold for that length of time.
So now its well gone midnight and I am sending this to voice my frustration and anger at the contempt with which I, a long standing customer, have been treated by Sky.
I am not an idiot and my husband is a computer technician and we are both horrified to have been lied to so consitently by your innept operators and team leaders.
In some respects I feel as if I am wasting yet more time since I will neither be able to see whether you receive this nor respond if you deign to contact me.
I am outraged that Sky should throw away a high paying customer of such long standing but after the last 48 hours nothing surprises me with Sky.
I have resigned myself to having no further access to the internet via yourselves. As soon as I get the port code I will be off to an alternative provider. The phone service will be going the same way. I have to say its been hard to explain to my 10 year old why he will no longer be able to watch his programmes, hubby is not too pleased at loosing his sports channels either but the world won’t stop turning if we don’t have sky TV and I will be £xxx per month better off as a result.
In the meantime I am not out of pocket to the tune of £6.99 for a filter, £11.88 for a cable and £44.99 for a modem.
When I have internet access again which will most probably be next week when I return to work I will be finding the relevant emails at Which, Watchdog and the telecoms Ombudsman to copy this in to. I think the whole thing will sit nicely on my blog too which will allow me to tweet it and distribute it on Facebook with a degree of ease.
Now I know this won’t bother Sky in the slightest but boy will it make me feel better
Yours in outrage and disappointment