ISP Reviews by coliea

I've actively been chasing Sky since 17th December 2012 (a month and a half now) over poor bandwidth (3.5Mbps on a line rated for 7 - 14Mbps) and in all that time I have been completely ignored.

I have spoken to numerous Sky support personnel who were all apologetic and said they'd escalate my complaint - but didn't as it turns out. I've emailed numerous times, been involved in long chat sessions, and at their request I've tried different modem/routers, micro-filters, Ethernet cables, and run speed tests over both the BT master and test sockets. I've been informed my issue will be escalated and that I'll receive a call back within 72 hours with an update - I have never been called back.

Last week I spoke to a very pleasant Sky support adviser who informed me that my 3 previous case numbers, all about the same unresolved speed issue, had been closed and marked "resolved". Some of the cases had been opened and closed on the same day! I have never been contacted about any of these so called "resolutions".

That support person also said he would open a 4th case number and assign this one to the Customer Solutions Team who would call me back within 72 hours with an update - they didn't.

So, having exhausted all my options, and tired of being ignored by Sky, last Monday night I called another ISP and asked them to pick up my broadband and phone provision. Guess what? I arrived home from work on Tuesday to a voice-mail from Sky asking me to call them for an update.

Out of courtesy I returned their call on the number they had left which put me directly through to their Customer Solutions Team. The guy I spoke to was very pleasant but knew nothing of the history of my complaint, which beggars belief. He checked the last (4th) case number that had been opened the previous week and found it too had been marked as resolved and was languishing in a monitoring queue. I almost felt sorry for the guy as it wasn't his fault but he was so embarrassed.

That's my experience with Sky's customer support - there isn't any. I'm currently in the process of moving my broadband and phone, and when my TV contract is up in September I'll be cancelling that too. It's easy when things are going well, but it's how a company responds when things are broken that is a measure of them, and in my opinion Sky certainly does not "Believe in Better."