Sky are worse than useless!
I have been without internet for a week and a half. I was switching suppliers, and Sky seemed like such a good deal - especially with me upgrading to Sky+.
Wednesday night, I came home from work, switched on pc, checked my email. I then went to cook dinner, and when I came back I could not connect. Old supplier had kicked me off.
The next day, despite them saying they would send a letter, I got a phone call on my home phone answer machine, to say that Sky broadband was now active. I was out both Thursday and Friday night, but Saturday morning I got up bright and early (well, for a Saturday anyway) and began the process of connection.
Hmmm. That light is green, fine. That light is green too, fine.
That bottom light is orange. I wonder what that means. Oh yeah, look, no internet connection.
I then spent 2 and a half hours on 5 phone calls to Sky, crawling under desks, pressing buttons, changing all the filters over on request, trying my hardest not to get annoyed when I quite clearly know more about IT than the monkeys on the phone.
Eventually, after unscrewing the phone plate from the wall, and connecting direct to the phone line via the wires, they agreed that yes, something was actually wrong, and they would put me through to the technical department.
5 minutes later the same person comes back on the line, saying that the lines are extremely busy, and I could hold, or they could ring me back within 72 hours.
I opt for the second option - I had already wasted my Saturday morning on this.
Come Tuesday evening, still no call, so I ring them again.
“I have a ticket number, please don’t go through all the tests again, I have done them all, I just want to know what has happened, and why you haven’t called me.” “No problem madam. I’ll put you through to the technical department.” Awful, tinny music.
“Hello, yes, I have a ticket number……” “Fine, madam, and what exactly is the problem?” I go through it all again.
“Yes, I just have to put you through to the technical department…….”
“What? What the hell is going on here? I thought I was talking to the technical department?”
“Oh, they are busy, so the call came through to general enquiries…”
“Then why didn’t you say that, and save me from having to waste my time telling someone who will do nothing about it?”
“Sorry madam, putting you through…” More stupid music.
“Hello, is that the technical department?” “Yes.” “Great. Well…..” and I launched into it again.
“Sorry madam, I can’t help you, I need to put you through to the technical department….” I screamed. “I just asked if you were the technical department and you said yes, now you are telling me you are not?” “Would you mind holding while I put you through?” “Actually, yes I do mind, this is the 4th time……” tinny music in my ears. The stupid bitch had put me on hold anyway, so much for asking me if I minded.
By this time I am spitting blood. I launch at the poor bloke who answers the phone, who then informs me, “The reason we didn’t call was that we generally give a call back within 3-5 working days, and you only called Saturday, that is 3 working days.” “Then why was I told 72 hours?” “I don’t know, but it is definitely 3-5 working days.” “Right, well I need a call back tomorrow night, there is no point ringing me in the daytime, and I am out Thursday and friday night.” “No problem madam, I will put that onto your account.”
Saturday morning. No call. No internet. I ring them again. “I want to know what has happened to my internet.” To be fair, the woman was very good this time, noted that it had been some time since my first call, put me straight through to someone she could give me his name first. This guy then made me do the ’switch it off and then back on again’ test, and then finally acknowledged that there was a problem, but it was with BT. He promised that BT would get onto it within 48 hours.
He also said that call backs should be within 72 hours, and why I was told 3-5 days he did not know…..
Stupid, stupid people.
However, it is now all working. Just got to wait for the new security software to download, which seems to be taking some time. I think I need to do that test to see what speed I am getting…..