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Comments:
I have included my email as anyone in a similar position can email me if they want, as I cant believe I am the only one they have done this too.
I at present are patiently waiting for my current provider tesco to reinstate my phone line. The line was cut some days ago now due to sky talk though I must add they will admit no responsibility.
I was a new customer to tesco and their service was excellent, you could get through to relavant depts speedily and with ease, the only bug bear was my broadband was still not functioning okay and along with the major problem of I have a fall detector and panic alarm that needs a line and at first although tesco though it could be supported, then thought not, but in any case it is no longer an issue and was working okay untill sky that is and also my broadband was solved by a new router.
Prior to this I was needing to go to sky from tesco due to the alarm being an issue and they were worried they could not support it, which as said is no longer an issue now and resolved to my sattisfaction. I for some reason decided to choose sky to take over my line and they took a fee of 39.00 of the 10/6 and said my line would be up and running withing two weeks but allow three, fair enough.
Date came and went adn I rang them and was told 5/7. Came and went and told later that week, came and went no take over. You see I was keen after paying the fee for them to do the job and also aware that tesco due to some confusion were kindly giving me free calls and services untill sky took over. I didnt want them to pay more than necessary you see.
Rang up sky and told although told all those dates to not take them as certain till receive confirmation email. I said I had raised this with previous staff adn told they dont always send one. Told I should be patient after supposedly a robot had dropped the order, whatever that means and that is does take from two weeks you know. I added I paid my fee onthe 10/7 a month ago and are still waiting, the attitude then changed, to oh, obviously hadnt read the notes:(
Told another date and towards the end of the day I was getting frustrated. However just after midnight I believe it was roughly the line went dead and I knew this was sky taking over and soon it would be back. NOPE IT WASNT.
Rang sky up panicking as alarm and fall detector were now redundant and needed them to sort out the line. Response was nothing to do with us and contact your provider.
Rang tesco who were suprised to say the least as they thought I was now with sky as I wanted. Told the problem was not them and I had to ring sky again which after doing so got me no further.
Rang tesco again who were very sympathetic as by now I am destressed at provider pinp pong and they looked into it and it was sky, but as they were still according to sky my provider they would help me. They took it apon themselves to send an emergency engineer out and kept me updated throughout and the following day he appeared and took three and half hours to fix. I asked him if sky had sent engineer out as their tv side said they would do, but talk side said no record of such, could they have took me over and fixed in one swoop. Told yes they could of but as tesco had ordered the work they would leave me with them, fair enough.
Sky repeatedly denied it was anything to do with them despite trying to take me over on previous occassions according to their staff and the failure being blamed at the door of tesco, who refuted this and I believe them.
Anyhow line back up and running and I decide as tesco have come through when the chips were down and my warden had said the alarm appeared to funtion okay on their services after all that I rang them up and said if you could send me a new router, as I supsect this is the broadband problem, and it works okay I would love to stay with you due to your customer services and care alone. They said they would be very happy to keep me as a customer and the new router appeared a few days later and the broadband suddenly came to life with good speeds.
So all resolved you would thnk. I had cancelled sky officially had it confirmed and very happy with tesco as my supplier so restarted the direct debit.
Untill despite my efforts and within the original new takeover window from sky which arrived by post and text and I was told to igmore as cancelled. MY LINE WENT DEAD AGAIN.
I rang tesco who were about to send me a sorry you are leaving letter and said sky had took me over as far as they were concerned, so I again ring sky and ask them to sort it. They replied nowt to do with us, I begged them to look into it as my fall detector/alarm was now again redundant and I was frightened, also hair was falling out due to the stress of the last few weeks. Nowt to do with us order cancelled according to computers and as you are not our customer we cannot look into it further. I insisted and they eventually said they can confirm order cancelled and basically go away.
Tesco took it on again and looked into it and found that sky had cancelled the new line being set up as in sky need a bt line and I was cable and wireless, but had apparantly not cancelled what is called a cease order which originates from the taking over company and needs cancelling by them also otherwise the line will be cut with a risk of no provider being there to take it over.
So tesco are now desperately trying to get a new line up within the next few days and they have just reassured me they have secured my old number which is good of them.
Sky can be proved at fault and my provider are getting file together on my behalf for me to go to the regulators as I want out of pocket expenses and compenstation for distress caused which if they dont apologise will involve court action if I cannot get sattisfaction.
They need to realise that their staff answering the phone, sky that is have no comprehension of how the actual telecoms work, I know more than them as have had to learn very quick over the last few weeks.
Now lets say form a guessing perspective who is repsonsible. Sky give two windows dates timeframes whatever where they are taking over a line, one wanted one not as cancelled. Within these time frames the line is compromised and dead as a doe doe on both occassions. So whereas they new provider takes over, this didnt happen as on first occassion sky did dud take over didnt finish it properly and blamed tesco and on second occasion they despite cancellation didnt cancel the cease order.
Who do you believe?
Anyone else had to beg for information like I did to sky you are welcome to contact me, hopefully on line takeover issues and failed as such. You see there is also what was described as LLU LLU conflict where one bundled provider has a problem taking over another and as such an experienced engineer in these issues is needed to resolve it if possible as in my case led to major mapping issue. The difference is when these issues are raised are sky willing to send them or do they make a habbit as in my case or passing the buck to another provider incapable of realising the error might be at their end.
I will when been to the regulators update this post to say who was judged at fault and the result of it, because obviously I am only typing what two providers have told me. I personally cant see why sky would blame tesco as they were doing, untill I hinted the line was being recorded, they got very defensive and said repeatedly we would not like to aportion blame. I replied wouldnt it be a good idea then not to say it is the fault of the prevous provider when you dont understand what is going on yourself. The reply was a nervous repeat we would not like to aportion blame, hhmm now that its recorded of course :)
So I as an epileptic with uncontrolled seizures have had my feeling of being a little protected by the alarm taken away and they dont seem to understand what that can do mentally, but and the big but is you would think they would have given a d***, but no.
Seems sky are great with telly and I suppose like the majority of providers, things do go wrong. But I say this you cant get sattisfaction from them when it does so in my opinion for telecoms they should be given a wide birth. xxx
Opinion of me alone and based on ping pong of information between providers. Tesco however are putting together a nice file for me, now why would they do that if sky were not at fault?
Sky also on two occassion after being asked for a copy of their company complaints procedure have failed to send them, I though this was an entitlement to have one when ask?
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
I at present are patiently waiting for my current provider tesco to reinstate my phone line. The line was cut some days ago now due to sky talk though I must add they will admit no responsibility.
I was a new customer to tesco and their service was excellent, you could get through to relavant depts speedily and with ease, the only bug bear was my broadband was still not functioning okay and along with the major problem of I have a fall detector and panic alarm that needs a line and at first although tesco though it could be supported, then thought not, but in any case it is no longer an issue and was working okay untill sky that is and also my broadband was solved by a new router.
Prior to this I was needing to go to sky from tesco due to the alarm being an issue and they were worried they could not support it, which as said is no longer an issue now and resolved to my sattisfaction. I for some reason decided to choose sky to take over my line and they took a fee of 39.00 of the 10/6 and said my line would be up and running withing two weeks but allow three, fair enough.
Date came and went adn I rang them and was told 5/7. Came and went and told later that week, came and went no take over. You see I was keen after paying the fee for them to do the job and also aware that tesco due to some confusion were kindly giving me free calls and services untill sky took over. I didnt want them to pay more than necessary you see.
Rang up sky and told although told all those dates to not take them as certain till receive confirmation email. I said I had raised this with previous staff adn told they dont always send one. Told I should be patient after supposedly a robot had dropped the order, whatever that means and that is does take from two weeks you know. I added I paid my fee onthe 10/7 a month ago and are still waiting, the attitude then changed, to oh, obviously hadnt read the notes:(
Told another date and towards the end of the day I was getting frustrated. However just after midnight I believe it was roughly the line went dead and I knew this was sky taking over and soon it would be back. NOPE IT WASNT.
Rang sky up panicking as alarm and fall detector were now redundant and needed them to sort out the line. Response was nothing to do with us and contact your provider.
Rang tesco who were suprised to say the least as they thought I was now with sky as I wanted. Told the problem was not them and I had to ring sky again which after doing so got me no further.
Rang tesco again who were very sympathetic as by now I am destressed at provider pinp pong and they looked into it and it was sky, but as they were still according to sky my provider they would help me. They took it apon themselves to send an emergency engineer out and kept me updated throughout and the following day he appeared and took three and half hours to fix. I asked him if sky had sent engineer out as their tv side said they would do, but talk side said no record of such, could they have took me over and fixed in one swoop. Told yes they could of but as tesco had ordered the work they would leave me with them, fair enough.
Sky repeatedly denied it was anything to do with them despite trying to take me over on previous occassions according to their staff and the failure being blamed at the door of tesco, who refuted this and I believe them.
Anyhow line back up and running and I decide as tesco have come through when the chips were down and my warden had said the alarm appeared to funtion okay on their services after all that I rang them up and said if you could send me a new router, as I supsect this is the broadband problem, and it works okay I would love to stay with you due to your customer services and care alone. They said they would be very happy to keep me as a customer and the new router appeared a few days later and the broadband suddenly came to life with good speeds.
So all resolved you would thnk. I had cancelled sky officially had it confirmed and very happy with tesco as my supplier so restarted the direct debit.
Untill despite my efforts and within the original new takeover window from sky which arrived by post and text and I was told to igmore as cancelled. MY LINE WENT DEAD AGAIN.
I rang tesco who were about to send me a sorry you are leaving letter and said sky had took me over as far as they were concerned, so I again ring sky and ask them to sort it. They replied nowt to do with us, I begged them to look into it as my fall detector/alarm was now again redundant and I was frightened, also hair was falling out due to the stress of the last few weeks. Nowt to do with us order cancelled according to computers and as you are not our customer we cannot look into it further. I insisted and they eventually said they can confirm order cancelled and basically go away.
Tesco took it on again and looked into it and found that sky had cancelled the new line being set up as in sky need a bt line and I was cable and wireless, but had apparantly not cancelled what is called a cease order which originates from the taking over company and needs cancelling by them also otherwise the line will be cut with a risk of no provider being there to take it over.
So tesco are now desperately trying to get a new line up within the next few days and they have just reassured me they have secured my old number which is good of them.
Sky can be proved at fault and my provider are getting file together on my behalf for me to go to the regulators as I want out of pocket expenses and compenstation for distress caused which if they dont apologise will involve court action if I cannot get sattisfaction.
They need to realise that their staff answering the phone, sky that is have no comprehension of how the actual telecoms work, I know more than them as have had to learn very quick over the last few weeks.
Now lets say form a guessing perspective who is repsonsible. Sky give two windows dates timeframes whatever where they are taking over a line, one wanted one not as cancelled. Within these time frames the line is compromised and dead as a doe doe on both occassions. So whereas they new provider takes over, this didnt happen as on first occassion sky did dud take over didnt finish it properly and blamed tesco and on second occasion they despite cancellation didnt cancel the cease order.
Who do you believe?
Anyone else had to beg for information like I did to sky you are welcome to contact me, hopefully on line takeover issues and failed as such. You see there is also what was described as LLU LLU conflict where one bundled provider has a problem taking over another and as such an experienced engineer in these issues is needed to resolve it if possible as in my case led to major mapping issue. The difference is when these issues are raised are sky willing to send them or do they make a habbit as in my case or passing the buck to another provider incapable of realising the error might be at their end.
I will when been to the regulators update this post to say who was judged at fault and the result of it, because obviously I am only typing what two providers have told me. I personally cant see why sky would blame tesco as they were doing, untill I hinted the line was being recorded, they got very defensive and said repeatedly we would not like to aportion blame. I replied wouldnt it be a good idea then not to say it is the fault of the prevous provider when you dont understand what is going on yourself. The reply was a nervous repeat we would not like to aportion blame, hhmm now that its recorded of course :)
So I as an epileptic with uncontrolled seizures have had my feeling of being a little protected by the alarm taken away and they dont seem to understand what that can do mentally, but and the big but is you would think they would have given a d***, but no.
Seems sky are great with telly and I suppose like the majority of providers, things do go wrong. But I say this you cant get sattisfaction from them when it does so in my opinion for telecoms they should be given a wide birth. xxx
Opinion of me alone and based on ping pong of information between providers. Tesco however are putting together a nice file for me, now why would they do that if sky were not at fault?
Sky also on two occassion after being asked for a copy of their company complaints procedure have failed to send them, I though this was an entitlement to have one when ask?
xxxxxx
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