At the end of the day Sky's ordering system is awful.

They are currently using from my experience with them on Sky Connect, two systems.

1. BT eCO handling all of BT Wholesale orders for things such as Connect & maybe LLU services (not sure).

2. Their awful ordering system, which is getting things stuck e.g. Work in progress or Pending Cancellation.

They are getting in to a mess, as they are having to cross reference both systems to find out what is actually going on, as the their own ordering system isn't always reflecting the correct status of the order.

The ordering system needs to be thrown in the bin and start again or find the clitch in the workflow of the system & fix it.

Edited by helpmeplease (Fri 19-Jan-07 18:23:48)

The actual system ( software ) sky use for ordering , billing etc is terrible , half time it never worked when i worked there and is prone to crash etc , be careful if u decide to cancel sky tho if u have a 12 month contract with the sky tv itself or you have to pay up remainded of the months if iremeber correctly. Some people have problems so dont , luck of the draw sadly.

In same boat, up to 30 days I was told, my order is currently in Cancel Pending department since 6th Jan.

There is a number which I was given to ring direct to check on the progress, will post it later as it is at home at moment. I am ringing once a week for progress.

The last time I spoke with someone who seemed to know what he was on about was that there were 2 systems (if you get put into both, then you are really unfortunate as it can take much longer than 30 days). Apparently I am not on both systems so should get it sorted withing 30 days but we shall see.

About 80% of customers who get put into Cancel Pending get it sorted out within 30 days, the other 20% can take much longer according to him as I asked him will it be sorted out within 30 days.

Currently still with PIPEX though.

Possibly they are referring to Sky's own system and BT's.

I think its time people started to write on mass to the CEO of SKY yes or no ?

BBC Watchdog programe ?

This is the number I was told to ring to check on whether I was still in cancel pending if that's of any help: 08700 2489300

Also, just got my phone bill for December which was a lot more than usual and guess what it was my phonecall to Sky Customer Services when I placed my order for Sky initially (an order which in the end, didn't go through, I found out in January).
On 15 December when I placed the order, I was on the phone for 30 minutes to 08705 515515 ordering Sky Broadband which cost me 2 quid (doesn't time fly when you are having fun).
Oh well, will be claiming that back whenever I get out of Cancel Pending department.
Dread to think how much my January bill is going to cost, the amount of times I rang Sky Customer Services.

Yes, if they don't get things sorted out soon, I will be trying to escalate it beyond Customer Services.

In reply to:

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the amount of times I rang Sky Customer Services

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I always use the 0800 number.

Thanks for this.


I have contacted them again today and got a really helpful guy who was quite honest about the situation. Apparently the cancellation system is waiting for the order to go live and of course the order will never go live because it has been cancelled. Catch 22 eh???

I joined Sky TV simply because I was paying �20 to F2S and �8 to Top-Up-TV and could save a few pounds a month by getting the Broadband and TV through Sky. I am now having to pay �20 to F2S and �15 to Sky for the TV so I am actually out of pocket until they sort this cancellation out.

What would be the reaction be if I told Sky CS that I want to cancel the TV because of this?

"
What would be the reaction be if I told Sky CS that I want to cancel the TV because of this?"

If it helps they accepted mine straight away and cancelled it - no bluffing them they mean business