Sky (non) installation

[fatbaldingoldgit]

BACKGROUND

I was due to get the Sky max 16Mb package yesterday, Tuesday 22nd August..£10 a month instead of AOL's £24.99 and a faster service convinced me. The customer technical service can't be as bad as AOL so anything better than zero will be acceptable. I've so far received 3 letters from Sky telling me my new username and password, the installation address details and confirmation that BT will swap the line over from AOL on or before 22nd. The communication has been accurate and timely. I've confirmed with SKY that VPN access to my work is allowed but not supported. As this is critical I'll be testing it out. In preparation for my departure from AOL I've setup my own domain name and 3rd party email service. I'm using Mozilla Thunderbird and both AOL and my new provider's email system works with it. I expect Sky's to be compatible too.

I've signed up for the full package including having an engineer visit to deliver and configure the routerwhich is a Netgear DG834GT (customised DG834G I expect). As I already use a DG834G Mk 1 I am not expecting much to change. Maybe the SKY specific bits have been hard coded.

THE (NON)INSTALL

Well the nice man Phil from Sky rang yesterday at 8:04am and said he would be here within 30 minutes.

He arrived at 8:30am, good as his word, to connect us up....He checked to see that I was an active subscriber to Sky by selecting Sky One on the Sky+ box to see if it came up. It did.

He them moved onto the Sky broadband install. Problem was that AOL was stil active.

Despite the letter from SKY stating that BT informed them the line would be active BY 22nd it wasn't.

Phil called the SKY technical bods and they couldn't find the MAC code despite my having given it to them before and had got them to read it back to me.

I gave them the MAC code again.

After some more calls Sky confirmed that the disconnect was scheduled FOR sometime during 22nd. Phil offered to set it all up so all I would have to do was plug it in when AOL disaapeared.

I pointed out that I needed to test the installation so I could be sure my 3rd party email service, VPN and the wireless network and security functioned correctly and that I could not do that unless Sky was live.

Phil left at 9:15am saying that he wasn't busy and he would get Sky to call me to re-arrange a visit later this week, whilst I am still on holiday and as soon as possible after AOL is disconnected. AOL was scheduled? to be disconnected anytime yesterday before midnight, apparently. Obviously Sky should have known this before making the appointment for 22nd!

Phil pointed out that this was his first Sky broadband install, He seemed reasonably knowledgeable, was helpful and empathised with the problem. This was not of itself an unpleasant experience, just disappointing and probably normal process teething problems.

Sky subsequently called and offered the earliest re-visit for Saturday 2nd September!! Which means I would be without broadband for 10 days. This was rapidly turning into a complete disaster. Attempted to get through to someone more senior to get a better date.

Sky broadband installation supervisor (Maureen Stevenson) couldn't/wouldn't offer me anything better. Suggested I called Customer Services...She couldn't transfer me as I was using her second phone line!..I eventually spoke to someone in broadband technical called Stephen, with no success.


THE RESULT

.... before I get cut off.

1. SKY were unable to take over the line yesterday because BT hadn't provisioned the line even though Sky had advised me it would be done BY today.
2. The Sky engineer said he could either install, but not test the connection today, or come back in the next 2 days when the line had been transferred.
3. I decided to have him come back later this week. The engineer said he would arrange for Sky to call me for a suitable time.
4. Sky called to say they could not have an engineer back before 2nd September. They have no contingency for engineer sickness, for instance, so therefore no spare capacity should anything go wrong and therefore no-one could call before 2nd despite the fact that it was their screw-up which caused the problem. They were not prepared to take any remnedial action.
5. I said I would self-install if they could send me the equipment. Sky said they would not send out the equipment until 5th September.
6. I asked SKY to get the engineer to redeliver the equipment he was going to install this morning. They refused.
7. I've cancelled my Sky broadband installation
8. Sky said that BT will still disconnect me and the only thing they can do is issue me with a MAC code so I can transfer back to AOL or go somewhere else.

Everyone I spoke to at Sky, and there were many, said at some point in the conversation "I'm sorry but there is nothing I can do".

Seems to me there is no corporate will to rectify any mistakes..and mistakes happen in every business..but what we all try to do is remedy that mistake with the customer in order to minimise the pain. Not so with Sky it seems.

My conclusion - Sky have no contingency if anything goes wrong. They are not prepared or have any desire to do anything other than follow their normal processes, even when those processes don't work and it inconveniences their customers. Due to their mismanagement of BT I will be left without a broadband connection for several weeks while I seek a more reliable provider. What I will not now do is continue to pursue broadband with Sky. No-one at Sky cares about this situation enough to do anything about it despite my plees to them for help.

I will now consider whether to continue subsidising Sky with my viewing subscription.

If anyone is contemplating moving to Sky then I would advise electing for a self install or be prepared for a long time without broadband. And if the engineer promises to come back in a couple of days when the line is ready don't believe him. Contact Sky first before sending him away, but keep the equipment. Remember, the router Sky use is a customised proprietory Netgear 834G and Sky say that no other router will work with Sky, ummm??. The only source of the router is Sky. If they don't deliver it you ain't gonna be able to use the service.



..../David