(no subject)

[turps]

A few weeks ago Sky ( our ISP/phone/satellite provider ) decided James was deceased, and shut down all our services. After many phone calls and talking to multiple people, he got that sorted. He put in a complaint, they sent a reply to his complaint, and with an added bonus, included someone's complaint attached to the email, including that person's email address, home address, bank details, account details with Sky etc. He complained about that. They said something would be sorted.

Yesterday our broadband was cut off, because while Sky switched it back on at the time of the first complaint they didn't get in touch with BT, who are actually in charge of the broadband lines, so, BT have disconnected the line. At first Sky were going to make us pay to get the line switched back on, which really, no.

As it is, it's going to take weeks. A message on the answer phone has just come through, saying, 'good news, your broadband will be switched back on the 4th March'. As a nice little touch it was a text message sent to our phone, so no actual human person had to tell us that news.

The 4th of March. For their screw up. James wouldn't get off the phone last night until he got to a senior manager, but it comes down to when BT can actually get the line redone. And they had the nerve to say, good news. Good news, I swear, if I answered the call I would have told them where to stick their good news.

Obviously I'm online now, but that's because James can get online through his mobile contract, to a very limited degree. Anything above his allowance and we have to pay. I'm going to have to cut back my online time way back. No downloading of my shows, quick scans of the flist, emailing done offline and then sent all at once.

So, sorry if it looks like I'm ignoring people, it's not by choice believe me.

Comments

[digital-diva.livejournal.com]

What a complete and utter fuck-up.

[turps33.livejournal.com]

I'm so frustrated right now. When that message came with the date I was torn between being furious and wanting to cry. Which I know, is stupid but it feels like they're making one mistake after another and no one is willing to try and fix things.

I like Sky as a provider, they're fast and with everything bundled they're cheap, but I don't trust them now.

Using James' web and walk stuff is making me nervous too. The last thing we need are over usage charges.

I'm going to email you later.

[digital-diva.livejournal.com]

I get you're with them because they're cheap but if this is the kind of service you're getting from them, then I'm not sure it's worth it. You know?

They fucked up big time here and you guys are paying for it. Not literally, because that would have been a total travesty but still, you are.

And I can't for the life of me figure out why it would over a week to set a mistake like that straight. It's just flipping a fucking switch for goodness sake!

[tara]

God, so much impotent anger coming from this direction right now. I hope you get something more sensible sorted out and, more to the point, I hope Sky does something to make up for the appalling way you've been treated.

[turps33.livejournal.com]

James has been dealing with it and he's off bag packing with Corey right now -- my plans for the day were to catch up on the online stuff while I had a day to myself, not so much now -- I suspect he's not going to take that date well.

It's all so stupid and frustrating. It was their mistake and they're not trying to help at all.

[tara]

Unfortunately, that seems to be the standard for telecommunications companies. When I was having trouble with my mobile phone being set up, it took over a month for it to be sorted out - despite the fact that it took FIVE MINUTES once we finally got someone happy to help.

[rikes]

WTF, how many times can they fuck that up?? Here's hoping you'll get some actual good news and your internet back soon!

[turps33.livejournal.com]

You're telling me. This limited service doesn't suit me at all. Though having to be so careful with what I'm clicking does show me I could never go back to pay as you go or something with a data cap. I'm too link happy for that.

[nopseud]

That is SO annoying. 4th of MARCH? That's crazy. Maybe you can use the time to write awesome fic? (Like one-eyed one-armed Justin badfic!) Or play more Sims? No, that isn't much of a bright side, sorry. {sadface}

We'll miss yooooooooou :-(

[turps33.livejournal.com]

You know, it's amazing how much you get done when you can't be online as often as you like, including writing. Sadly, no one-armed Justin though.

Thankfully the mobile allowance is more than I thought, as long as I stay away from downloads/youtube and things like that I should be okay. But wow, that's harder than it sounds.

[hermitsoul]

How frustrating! The company should be going out of their way to fix the error.

Them sending you another person's info was a gross violation of privacy laws, and is actually something that could result in huge fines for them. I would be sure to mention that and let them know you could contact that person and let them know you now have their personal information.

*hugs* I hope you get something worked out quickly!

[turps33.livejournal.com]

We did contact the other person, and they were so angry at Sky and immediately lodged their own complaint. So things are happening, it's just taking time. And I'm very impatient.

Thanks, honey.

[castalie.livejournal.com]

This sucks SO MUCH! How I hate when you're the one to pay - sometimes literally - for someone else screw up! Why can't they fix things correctly, like they're supposed to seeing they're the ones who screwed up!

Ok, not helping, but it always annoys me to no end. I do hope it'll get sorted out much earlier than planned, this is ridiculous.

No downloading of my shows, quick scans of the flist, emailing done offline and then sent all at once.

Sounds like you're about to embark for a little trip to the past, when 56K modem was all we had. Damn.

I miss you already, I swear!

[turps33.livejournal.com]

Why can't they fix things correctly, like they're supposed to seeing they're the ones who screwed up!

I know! That's what's annoying me the most. As far as I'm concerned they should be bending over backwards to fix things, and that's not happening.

It is like being back in the 56k days. I'm so thankful I can get online at all, and for longer than I thought too, but downloads? No way. I just tried to sneak in a crafty CSI download and the graph thing went crazy, the numbers jumping up. So I had to cancel.

Still, at least I can still get on here and email. And being offline means the fic is moving on faster.

[ephemera.livejournal.com]

Oh, that's bullshit! If they're disconnected your line by BT flipping a switch, they can flip it the hell back - it's not like they need to send out an engineer!

*big hugs*

it sucks to be cut off like that.

[turps33.livejournal.com]

You'd think so!

I'm so annoyed with them right now. They've offered half price Sky for the next 3 months after James threatened to rip out all the equipment and throw it outside, but the main complaint is still being dealt with.

[sperrywink]

What a clusterfuck of a situation. It'll suck but you'll survive (and we'll miss you!!!).

[turps33.livejournal.com]

I don't think you're going to get the chance to miss me *g*

[truekat.livejournal.com]

You are going to be missed around here, that's for sure!

Curious that they sent you such private information on another customer. Wonder if going higher up with that infor would get you any faster results. Seems like a gross violation of privacy laws. It might give you a bit of the upper hand in this if you could just reach the right person.

Hopefully things will get resolved sooner than March 4! :(

[paperdollkisses.livejournal.com]

I agree with this. Pull the legal aspect of it.

[turps33.livejournal.com]

I miss commenting. I'm skimming the flist and feel bad that I can't stop as much as I want to.

It is a gross violation of privacy laws. That's been dealt with the higher ups at Sky, so fingers crossed something will happen with them.

[paperdollkisses.livejournal.com]

Oh that sucks... I'd have James call back... or send in another complaint. One to BT this time as well.

I'm sorry hun.

[turps33.livejournal.com]

He did call back, and threatened to pulls out all the equipment, so they offered half price packages for the next three months, plus, they're still dealing with the actual complaints. I hope.

So, fingers crossed it'll work out.

[dine.livejournal.com]

oh, that's sucky indeed! how awful that they can't resolve the problem (that *they* caused) in a reasonable period - it's not like they actually need to string wires or anything.

I'd certainly push things up the ladder if possible, especially the bit about being sent someone else's confidential info! that's a legal matter just waiting to happen

[turps33.livejournal.com]

James contacted the person who's details we were sent, and they've both lodged a complaint with the higher ups, so hopefully something will come of that.

The whole situation is ridiculous, but it's that part that boggles me, because it's such a gross violation of privacy. We could have cleaned those people out, easily.

[lazydwarf.livejournal.com]

Oh honey, I'm so sorry! They're all idiots and deserve to be taken out back and shot. {{{{hugs to you and James}}}}}

[turps33.livejournal.com]

Yeah, I have to agree. Thanks, honey <3

[raynedanser.livejournal.com]

Oh for fuck sake. *hugs*

[turps33.livejournal.com]

They're annoying me so!

[raynedanser.livejournal.com]

I don't blame you!

[charlidos.livejournal.com]

Wow. Did they have any explanation for thinking he was deceased?

I have a feeling BT suffer from the same thing our biggest provider (Telia) does - i.e. being too big and safe for their own good. They have customers, no matter how they behave. Or so they seem to be thinking...

[turps33.livejournal.com]

They never said. I suspect it was a mix up in account numbers, I wouldn't be surprised if elsewhere some poor family have just lost a family member and are getting billed for services they cancelled.

I have a feeling BT suffer from the same thing our biggest provider (Telia) does - i.e. being too big and safe for their own good

Yeah. I totally agree with you. BT are so huge they can afford to mess people about. Losing a few customers doesn't touch them

[themoononastick]

Wow, when Sky fuck up they really fuck up! I'm sorry for all the crap they're putting you guys through.

From a legal standpoint I am fairly sure you have a good claim for compensation. My suggestion would be to put something in writing as well as continuing to try and sort things out by telephone - written complaints tend to get treated (by most companies) with a little more seriousness. And make sure you send a copy of any complaint to ofcom, their website is http://www.ofcom.org.uk/complain/ but you can also call them on 0300 123 3333 (mon - fri between 9 and 5) so you could start the ball rolling without having to use any of your restricted internet time.

Oh and don't forget to mention they've broken the Data Protection Act by sending you someone else's details. That right there can get them a REALLY heavy fine.

[turps33.livejournal.com]

They really do. They're going from one mistake to another and it's getting ridiculous now.

You are a star. Thank you for all that information, and especially the contact details. It's at the point now that I want them to sit up and take notice. If we can't make them do that I'm sure other official people can.

[indicinderelly.livejournal.com]

Complain again, and ask for a credit for not only the downtime, but the time before where there was confusion and their shouldn't have been. They should cover all the fees, knock of that timeframe of your bill and seriously, any decent company would fork over an extra (I can't do your money symbols so I'll go with mine) $20, $50 or $100 depending on how apologetic they are.

[turps33.livejournal.com]

That's great advice, and something we'll follow.

Thanks, honey.

[turloughishere.livejournal.com]

Oh no!!! This sucks so much!! You've gotten plenty of good advice already and I don't know anything about how things work in the UK but those bastards sure owe you a hell of a compensation, both for their fuckups and for the downtime! *kicks Sky and BT hard in the unmentionables* I'm going to miss you so much! *hugs you*

[turps33.livejournal.com]

I'm missing you all too. I'm lucky in that I can get online, and as long as it's not excessively and don't try and load graphic heavy stuff/media I can stay on longer than I thought. But I'm getting obsessive about watching the data numbers because once they hit a certain level, that's it. This one tab only thing is for the birds, too.

James phoned Sky again yesterday and so far they've given us half price tv/net/calls for the next few months. Funny how they offer stuff like that when you threaten to tear out all the equipment and throw the lot outside.

[turloughishere.livejournal.com]

It's good to hear that you can at least be online! I remember when I only had dialup right after I moved here last spring and how awful it was. You aquire these habits when you can be online all the time and don't have to watch how much bandwith you use and when you have to suddenly change that it's horrible. I felt comletely paralysed at first - I'd forgotten how to do anything other than multitasking, especially on LJ - but after a while I developed the habit of opening everything I wanted to read (like the flist) in a new tab (making sure that it had actually loaded completely) and when I had a big batch I disconnected and read all the tabs offline. I didn't get to comment as much as I wanted but I felt like I at least kept up with what people were up to.

I know! It's just so exhausting to have to get angry just to get some basic curtesy. Tell James I feel for him!

[frausorge]

Holy fucking shit! I am so sorry you have to confront such utter idiocy and asshattedness. I will look forward to when you get your proper access back again. ((((Terri))))

[turps33.livejournal.com]

They're annoying me so much. Things have been escalated but we still have to wait.

I'm so lucky that I can get online at all, but I've found I've a terrible media/picture habit. Having to stop myself clicking on every link is difficult. I know, my life, so hard!

[penguinsofalove.livejournal.com]

Crapiest crap. Stupid bloody service providers!

[turps33.livejournal.com]

I know. They frustrate me so much.

[silencegrenade.livejournal.com]

Holy crap, I was going to go with Sky this year too!
It sounds like the problems I had with NTL (now Virgin) a few years back and I left them very sharpish!

Why can nobody get things right these days?

[turps33.livejournal.com]

Well, before this I would have recced Sky for sure. They're fast, never seem to drop service and cheap too, as we have nearly a full tv package from them. Now, not so much.

I think a lot of the big companies don't care, they know they'll always get the customers.

[saba1789.livejournal.com]

Oh, how awful! I'm so sorry that Sky screwed up the whole mess even more than we already knew. *hugs you tight*

[turps33.livejournal.com]

They suck so hard. Still, fingers crossed, it'll be back on tomorrow.