Re: Sky tech support rant.
why didnt you just ring bt in the first place?
Re: Sky tech support rant.
Because I can only contact BT retail who only care about the voice portion of the line. Because the voice line is fine when the router is removed they wont touch it.
The problem needs to be raised by Sky to bt openreach(they are the ppl who deal with the copper itself) And they should then be able to resolve it. I can speak to BT openreach from work but I can only speak to them about circuits that Zen have on LLU so I cant get them to deal with a line that SKy use.
Re: Sky tech support rant.
Its bacause it's done via openreach and they are not public facing. I am lucky enough to have direct mobile numbers for a couple of openreach Engineers ;)
Re: Sky tech support rant.
Quote:
Originally Posted by
kopite
Because I can only contact BT retail who only care about the voice portion of the line. Because the voice line is fine when the router is removed they wont touch it.
The problem needs to be raised by Sky to bt openreach(they are the ppl who deal with the copper itself) And they should then be able to resolve it. I can speak to BT openreach from work but I can only speak to them about circuits that Zen have on LLU so I cant get them to deal with a line that SKy use.
how infuriating!! hope you eventually get it sorted!!
give jeremy an email explaining your situation jeremy.darroch@bskyb.com (sky chief exec) i know people who have had enough of farting about with skys tech support and have gone to him and he puts your queory straight though to 3rd line support who obviously will jump through hoops to appease their boss and it gets sorted within days
Re: Sky tech support rant.
Thanks mate :D
Im expecting a call back from them this afternoon if I havent heard anything by tonight I'll drop him a message
Re: Sky tech support rant.
Serves you right! Should have had your broadband with zen then you could have raised your own fault :P I did warn you what sky can be like :)
On a serious note mate sorry to hear they are giving you grief.Defo sounds like high resistance. Anyways see you in work :)
Re: Sky tech support rant.
lol register just to poke fun :p
Re: Sky tech support rant.
Quote:
Originally Posted by
Drefsab
Serves you right! Should have had your broadband with zen then you could have raised your own fault :P I did warn you what sky can be like :)
On a serious note mate sorry to hear they are giving you grief.Defo sounds like high resistance. Anyways see you in work :)
ha ha... well he is right.
Re: Sky tech support rant.
Well I think I`ve made progress now. I have been told that they will get an LL5 engineer out on monday morning. Waiting a call back now to confirm this. They said they cant email out to confirm
Re: Sky tech support rant.
Its a stupidly lenghthy process with way too many links in th chain if you ask me.
Re: Sky tech support rant.
Thats part of the problem with a lot of ISP`s instead of having a tech support team who can fix the fault at the first point of contact they have all these extra layers.
The reason for this is usually because they put call answering above call resolution.
I worked at talk talk business where they where more interested in how many calls got answered within a few minutes and how many calls got dropped. Imo the importance should be put on fixing issues. Id much rather wait 20-30 minutes to get through and know I was speaking to someone who knew what they where doing
Re: Sky tech support rant.
I work quite a bit with Telewest Business and I also now a few consultants who also work with Telewest Business and the massive issue is fragmentation. Far too many people not talking to eachother.
Re: Sky tech support rant.
Quote:
Originally Posted by
kopite
I worked at talk talk business where they where more interested in how many calls got answered within a few minutes and how many calls got dropped. Imo the importance should be put on fixing issues. Id much rather wait 20-30 minutes to get through and know I was speaking to someone who knew what they where doing
With modern "call back" queuing systems I'm perfectly happy for this to happen, too.
Thing is, it's not all that easy to change broadband provider, so really they have you in a headlock and don't really have to care that much about good tech support.