Need Sky Customer Feedback..

Hi,

I am "thinking" of switching to Sky, mainly because (1) my mother has sky and the it would reduce costs. Infact she would no longer have to pay for her sky, becuase what I pay now with my present provider, would cover it all with Sky broadband prices. (2) the free wireless router included.

BUT the thing is I am 100% happy with my present provider Madasafish, who I have had no trouble with at all...been with them probably about 2 years or so, just a plain excellent provider allround, so I am very very dubious about switching.
I pay 29.99 for MAAF's top package, although when I renew I will get 6 months reduced @ 25.99. Personally I always place customer care/service a higher priority than just finding the cheapest out there. (Cheap in my past experience, usually means rubbish service!!)

Another point is with MAAF I get 50 Gigs, with Sky's top package its unlimited but with the usual Fair Usage policy... mmm.. and I have heard the term "fair usage" differs from provider to provider.. Also the router, looks like a netgear... any good, bad or indifferent problems here?

If any of you Sky guys could enlighten me with the service you get, support , connection etc.. both good or bad...it would help me greatly in my final decision.

Ged

Hi G, I switched to Sky from NewNet which was a risky decision in my books but it was based on cost alone - have to say I'm very pleased with my rock solid connection of 7Mb on Mid, but I am only 100 metres from the exchange which was another contributory factor in my decision to migrate.

Customer service is good, tech support is rubbish - as for FUP: there are many stories of people on Max going over 600Gb with no recourse so I would say for the near future all is well on that front, especially as Sky are going for TV / Video on demand - routers fine.

Blue

Edit: Meant to say that Sky have nearly 500k of users now so a huge base of customers to hear problems from

Edited by deleted (Tue 13-Mar-07 22:39:15)

I'll ditto the above comment from BlueHuman.

Having also come from Newnet I can with hand on heart say my service is as good if not better especially in connection speed and I pay half as much with Sky.

Cheers guys... nice to hear some positive news about Sky, if I am honest after scanning the web.. most posts are very negative and Sky's long call queues and bad customer service are legendary so I hear. In saying that, I am also aware that "most" peeps only report the bad and never report the good points.. so your opinions were good to hear
cheers for your input, appreciated! ;0)

Doom and gloom will always prevail over good news. How often does the news on TV show anything thats good news?

I too signed up got connected on time speed is twice as fast as aol

http://www.speedtest.bbmax.co.uk/results.php?t=1173286971&v=862556

the only problem is the router isnt the best. while it doesnt disconnect it does need rebooting once a day to keep it at top speed.

overall happy but thought id add a negative thought to this thread

Okay guys.. again thanks for all your input o this one.

However, I had a few questions for SKY before I finally decided to go. So as you would went along to there website..looked for a support email... there isn't one?? Mmm.. okay so they use a online form system.

Okay I completed the form and found that my questions were "too long" for one form, so I had to submit three forms. BUT it took me 8 attempts on each form to submit it...constant errors..I rechecked, and rechecked and triple checked... finally all sent.
That was late last night..

This morning I get an email...This one:

Thank you for your email.

To ensure your enquiry is directed to the correct team, we have made some
changes to our e-mail support. We need you to re-submit your message via
our website, using a webform which you can access from this link:
http://nmtest.bskyb.com/portal/site/skycom/kana
<http://nmtest.bskyb.com/portal/site/skycom/kana> . Once received, we'll
get back to you as quickly as possible. (Your original message will not have
been received)

If you are having problems accessing this link, please cut and paste this
into your address bar on your internet explorer and it should take you
straight to the form required.

http://nmtest.bskyb.com/portal/site/skycom/kana
<http://nmtest.bskyb.com/portal/site/skycom/kana>

The web form can be found at Sky.com by clicking on Customer Support, then
Contact Us and by using the link under 'Complete Broadband Enquiry Form'.

Please feel free to also visit our online support centre by clicking on the
following link:
http://www.sky.com/portal/site/skycom/support/broadband?contentid=93810
<http://www.sky.com/portal/site/skycom/support/broadband?contentid=93810>

Regards

Sky Broadband


So now I have to do it all over agian, AND the first link doesn't take you to the form anyway...?? even tried to paste link in explorer..no luck... so tried to call them, lost the will to live after bwteen 30-40 mins, so hung up. Called Sales this morning and they could not answer my questions and suggested I contact via email or the standard broadband customer line....

Phew... and I am a new customer??? Whats happening here guys is awfull... and I have not even started to use Sky!! Luckily I have a good relationship with Samara (here in the forum) at MAAF and have not cancelled my MAAF yet. But being the guy I am and know that life in customer services is not always perfect I am willing to give SKY a second chance...

I have emailed using the correct form (hopefully!) (I found it myself by looking on Sky.com..) and I will see how they respond to my questions and go from there...

Why the forms to submit a support email? granted its used by many providers..but why not also have a published support email?

One question you guys may be able to answer is would my 50Gigs per month on MAAF at presnt be deemed unfair under SKY's Fair Usage policy??

Cheers again..
Ged

Finally spoke to Sky about 15 mins ago..

The guy I spoke to was extremely helpful and to be honest he was TOO honest! But I appreciated that instead of over hyped flannel .. thanks "Alan" in Sky it was appreciated! No lies, no bull.. just told me how it was at the ground level.. ;0)

He explained that issues with MAC migration is very bad at the moment due to high demand and he strongly advised me to leave migration for atleast 2 months until things start to level out. He could not rule out I would be "could" potentially have no service for a little while...

As much as the feedback has been positive from you guys with a little negative.. if their own staff are advising you to stay way for now... Mmm.. Although the price is tempting and where else can you get broadband at such a great price...I guess although I realy need a conection for work reasons, I could always fall back on my PAYG dial up if the worsed happened..

I will have a good think and whichever way I go, will let you know..

Ged

Hi Ged

One question you guys may be able to answer is would my 50Gigs per month on MAAF at present be deemed unfair under SKY's Fair Usage policy??

50Gb per month is slightly over the official Mid package of 40Gb but I strongly suspect that no one at Sky will ever moan about it, and even if they did, go to Max at allegedly 250Gb but nearer 600Gb some say.

Tech Support email is: [email protected]

Customer Service is:[email protected]

Sky User is a great unofficial forum for all answers on Sky.

HTH - Blue

Edit: Freephone number - 0800 0512595

Edited by deleted (Wed 14-Mar-07 13:41:21)

Becareful though if you do speak with SKy because they say SkyBroadband should't be used for business purposes.