It always astounds me how bad Sky Customer service really is. Sky I believe is a victim of its own success, they have a large percentage of the pay TV market and appear to struggle keeping up with servicing their existing customers. They have made an attempt to put some of this online so customers can attempt to service their own accounts, but at the moment it just doesn't cover everything that is needed.
To give you an example. I wanted to reactivate my Sky Multiroom room subscription for over Christmas because I had family staying with me who may want to watch other TV shows. You would have thought it would be a simple thing to do right? Well here is what went wrong.
Not sure who to phone I contacted the general Sky Customer Service phone number. The choices they had available with their automated operator service was confusing none of the options for multi room were there so I ended up having to choose something I could find as close as possible to what I wanted. So I am first put through to an automated operator which asks me for my details such as my phone number (you could get this from caller display surely), my postcode and my date of birth.
Finally after 4 minutes I get through to someone and ask the lady if she could help me she told me that she could reactivate my multiroom but that all their systems were down great! I asked her if I could do this online, she said she was not sure. I had to phone back later that night, so I did and got through a call centre in India after being on the phone for 5 minutes who told me the same thing! What really annoyed me is their automated operator could have said "All of our systems are down at the moment please phone back later". Okay I would have to deal with Sky the next day maybe their systems would be up and running then?
The next day after going through the automated operator and telling it all of my details and after waiting the usual 4 minutes I get through to an operator. The operator then goes and asks me these same details again! I explain to him that I have a Sky Plus Box and an additional Sky box that I would like to to re-enable Sky Multi-room on and that I have an existing viewing card for that box. He tells me that he has to put me on hold while he goes away and asks someone after about a minute he returns and tells me that they will have to send me a new viewing card. I ask him if he is sure as I have perfectly good card here, he decides to go away again and ask and about a minute later is back again. I am afraid to ask this guy any more questions because he just doesn't know anything. He tells me he will have to read me Sky's customers agreement on the phone. I resign myself to this and am grateful when the call is over.
Two days later my new viewing card arrives and put it in the box,m but then it tells me I need to activate it ahhh! First of all I log into my Sky account online to see if I can activate the card online without having to wait in a long queue...no! Okay so I ready myself by the phone and call the number suggested on the paper that comes with the card. I get the automated operator who asks me for all of my details to speed things up, I give her my details and then I get put into a queue for 4 minutes..joy! Finally I get through to a call centre in India where the lady first asks me for all the details I gave the automated operator and then tells me I don't have a phone password setup on my account, so I set one up. Then I tell her about activating my Sky card and she tells me she will have to put me through to the correct department and there is a 3 minutes wait! "Okay" I say biting my bottom lip, before she puts me through she gives me the number to phone them directly (why wasn't this on the instructions?) funnily enough I get through to a centre straight away in Scotland, well the lady sounds Scottish and I can understand her perfectly. I explain the problem I have an she also notices that now I have two extra Sky box's registered to my account! I tell her what happened with the guy yesterday and she tells me he shouldn't have sent me an extra card and he should have just reactivated the existing card. She asks me if I would like to to reactivate the old card. I tell her yes, I then ask he about the extra card and I am worried I am going to be charged yet another 10 pounds a month for another subscription. She says because the card isn't activated I shouldn't be charged for two multi room subscriptions. Okay fair enough, she tells me that I will have to 2 minutes to 4 hours for the channels to come through on my additional Sky box.
So after waiting 5 hours I still don't get any channels on the extra box and decide to reboot the box just to make sure but still the same problem. You guessed it I found myself on the phone again to Sky the annoying automated operator asks me the same details again and then when I finally get through to Sky after the usual 4 minutes the guys checks for me and tells me he is going to send the channels to my box again (why can't they add this feature to their web site and let customers do this themselves?) anyway I tells me to wait at least 4 hours again to make sure the channels come through. "very well" I say and then query him on two sky multi room subscriptions being added to my account. He takes a look and goes "oh yes I see" and then he pauses "oh no what's going on" then there is another pause "oh my computer just turned itself off" I can't believe it! He then tells me I will need to phone back later! Anyway at least my channels are now coming through on my extra box but I am still worried I am going to be charged twice for multi room.....ahhh!
Can anyone tell me if they have the same problem with Virgin Media or Tiscali?