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Have just migrated across from Plusnet and was activated on the 28th. According to the Sky provisioning department the estimated line activation date from BT is not being confirmed by BT until very late, usually on the activation day itself. Until it is confirmed it doesn't trigger the 'up to 5 working day' procedure in the system to deliver the Sky router (this problem only occurs for Connect).
Neither customer service (quote Maurine, CS Supervisor "That doesn't make sense, there's no point in activating without you having the modem") or sales (quote Stuart, Team Manager, Sales "I wasn't aware at all") fully know about this problem which is annoying considering David in provisioning told me that it's "standard practice" now to send the router on activation day for the Connect packages and "sales should have told you that when you ordered" and just to make me feel a bit better "there are many others like yourself". Great.
Jamie, Supervisor in provisioning told me that "Management are aware.. but I don't think sales are". Which is completely accurate because they are happy to give out the nice approx 30 minutes of downtime figure and said they would give me the same info if I placed my order again tomorrow.
I accept that this situation may not happen to everyone but sales should know about the problem and for people migrating to Connect packages at least mention there may be delays caused on the router dispatch. Customer Service were just totally bemused by the whole situation and insisted it was Parceline causing the hold up until I explained. They admitted that up to 5 days of downtime is not acceptable but had no power to speed up the router dispatch or able to give me login details to use my current equipment. In fact Maurine the CS supervisor still insisted that the router dispatch process is initiated on the day of order and wouldn't accept otherwise but what can if hurt for someone to chase Parceline.
I'm sure my letter to head office along with all the agent IDs and quotes should earn some sort of credit on the Sky bill but I think it's a really poor show by Sky not to at least do the following, even if it is BT causing the delay - at the end of the day I am a customer of Sky and don't care about Sky's problems further up the chain.
1 - Contact you to apologise, that you are activated, but there will be a delay in your router arriving.
2 - Give you the option of using your own router so you are not left disconnected. (I have been since the 28th)
3 - Let sales know so they can forewarn the customer about the possibility of it happening and CS so they can offer an explanation, if not a solution (new process of rapid next day router delivery for a start!)
I had a feeling this situation may occur when I was given the ELA of the 28th on the day I ordered (19th) but provisioning didn't have any idea when I would be activated right up to the 28th but there's only so much you can chase when the system works against you. It just highlights what happens when departments don't communicate with each other.
That's my rant over now. Hopefully this will inform at least one potential customer migrating from IP Stream to Connect - I can't yet comment on the broadband itself although promises to be much better value than Plusnet once I get the router, but be prepared for some downtime. My hands are completely tied!
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