No phone, no broadband – thanks Sky!

On 2nd March, knowing we were moving, I got in touch with Sky to arrange phone, broadband and tv services. They sent me mail confirming that the work would be carried out on 13th March. The engineer arrived this afternoon to set up the tv service but was surprised when I mentioned we were also expecting another engineer to set up our phone service.

As we are in a tiny village, the mobile service is intermittent and I cannot rely on that in the event that I need to go to hospital or call a doctor. This is why I planned in advance. Having cancer teaches you that, if nothing else. I managed to call someone at Sky to ask what was happening. The first person put me on hold and then never returned. The second person told me there had been ‘a delay’. Why was I not told this? No sensible response. I explained my circumstances – I have terminal cancer and need to be able to contact relevant services without worrying about not getting a signal. I could have checked online. Oh yes, except that would require broadband – which Sky have not installed. I am now using a dongle which at present is doing the job. Thanks Three – at least  you’re keeping  your end of the bargain. I asked when the line would be fitted. Apparently no-one knows, it’s all a mystery and it’s all shut over the weekend. On Monday they might know more. I will have to phone back…on a mobile that keeps losing signal. She went to check my mobile number at which point we lost signal.

So, for the weekend and who knows how long we have no phone and I cannot reliably know I can access medical services if I need them. I know you’re all going to be fascinated by this saga so I will update the blog (read in 49 countries the last time I looked) when I hear from Sky about how they will rectify this.

UPDATE

Well, as promised, here is Sky’s response: Evening Shelley – when an order is delayed we have a specialist team who work on the order to push it through as quickly as possible – even more so in situations where the phone is a necessity. When we have an update for you we’ll contact you directly. If you wish to discuss the issue further we would advise that you contact us using the number you’ve used previously. Thanks, Kei.

They seem to have ignored the fact that I can’t easily use my mobile and that they have left me stranded without a phone in a situation which makes me very vulnerable – despite my planning ahead, all to avert exactly this situation. And how caring does the response sound? It’s pretty much a standard, poor customer service response. Maybe if they read the blog they would have some idea of just what we’ve been going through for the last 3 years and why a reliable phone is so essential. As promised (and now requested), I’ll keep you posted as to how they choose to deal with their situation.

UPDATE 2

So, Sky’s final response last night goes like this… ‘ If you wish to discuss the issue any further Shelley you are free to discuss it with the team you’ve contacted previously. Thanks, Kei.’

This appears to be Sky washing their hands of any responsibility for the service they offer (and take money for). They know I do not have a reliable mobile signal and I have explained that I got cut off every time I phoned them yesterday because the signal keps dropping out, yet they think this is a reasonable ‘solution’ to my problem. And yes, it’s clearly my problem rather than theirs. So not only do we have no reliable access to healthcare services until they deign to install the phone but we are also out of contact with Mr Mason’s parents. As you might remember, Mr Mason snr celebrated his 90th birthday at the end of February. Let’s hope nothing happens to them, either as we’ll have no way of knowing. Mrs Mason snr did have a TIA 2 weeks ago and that’s also worrying. I hope you don’t think I’m moaning but we really, really need access to a reliable phone service and I feel so disappointed and let down firstly by Sky just not keeping us informed of what was happening but also the very poor customer service response. It’s a shock to say it but Virgin Media at least listened and responded in a human way.

12 thoughts on “No phone, no broadband – thanks Sky!

  1. That’s not good Shelley. You have enough to worry about without this added stress. Hoping you have a event less weekend and that sky sort this out on Monday x

  2. Sky are very happy to take your money but offer lousy customer service. Know that it must be a real worry to you not to have a phone – hope they sort it on Monday xx

  3. Not cool! Some of our utility companies in the US also have monopolies and terrible customer service like Sky. Shame on them. Hope you will not have any emergencies this weekend while you are out of contact with the world.

  4. Good communications are so fundamental to good customer service and there is simply no excuse on this one…..the person concerned probably feels powerless and is too busy thinking about their own situation to take a moment to truly feel what you are feeling in your very particular circumstances….

  5. sky are a waste of time we booked a engineer to come out as sat dish ad blown down ,but then canceled straight away as we know someone who could do it they still took £65 off us ,we are pensioners & cant afford to loose money luckily we ad spotted it so rang them they have now put it back x, hope you get yours soon xx

  6. Thank you. I’ve had quite a few comments on Facebook where the blog also gets published so it will be interesting to see if Sky can get their act together. I’ll let you know!

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