[Ewaawoowaa]

I have just come off the phone with a BT "retentions" person and I am absolutely appalled.

I rang to cancel my line because I am moving house and getting the works from sky. The woman asked who I was moving to and i told her I was getting SKY HD and broadband.

She proceeded to tell me that I can't possibly get 20 MB broadband from sky because my line wouldn't support it.......one small problem I HADNT TOLD HER WHERE I WAS MOVING TO!

So then she gets on to the TV service. I told her I want sky HD because they can give me lots of HD linear channels. So this woman outright lied to me and told me that BT vision has HD linear channels that sky has. She must have thought I was stupid so I hit her with a very good question. I said "How can BT vision provide me with HD linear channels if YOU have just admitted your lines can't support 20 meg?" This was met with silence, followed by her sheepishly admitting that all BTs content was on demand.


This is a disgrace. If someone less knowledgable about this had rang her they would have been completely duped.

Should I complain and who to?

[betsvigi9]

Quote:

Originally Posted by Ewaawoowaa

I have just come off the phone with a BT "retentions" person and I am absolutely appalled.

I rang to cancel my line because I am moving house and getting the works from sky. The woman asked who I was moving to and i told her I was getting SKY HD and broadband.

She proceeded to tell me that I can't possibly get 20 MB broadband from sky because my line wouldn't support it.......one small problem I HADNT TOLD HER WHERE I WAS MOVING TO!

So then she gets on to the TV service. I told her I want sky HD because they can give me lots of HD linear channels. So this woman outright lied to me and told me that BT vision has HD linear channels that sky has. She must have thought I was stupid so I hit her with a very good question. I said "How can BT vision provide me with HD linear channels if YOU have just admitted your lines can't support 20 meg?" This was met with silence, followed by her sheepishly admitting that all BTs content was on demand.


This is a disgrace. If someone less knowledgable about this had rang her they would have been completely duped.

Should I complain and who to?

Just move house and get on with your life.

[Ewaawoowaa]

Quote:

Originally Posted by betsvigi9

Just move house and get on with your life.

Yes, that is right. I should show absolutely no concern for anybody else.

What an incredibly selfish attitude.

[stuntmaster]

Quote:

Originally Posted by Ewaawoowaa

Yes, that is right. I should show absolutely no concern for anybody else.

What an incredibly selfish attitude.

no not really, she is doing her job.

some don't know what people mean by linear channels.

she was merely trying to keep you as a customer, seems like that because BT doesnt have proper Hd like sky you want to move...

i must admit sky do have a stranglehold on Hd channels at the moment and are blocking other platforms from having it, i.e cable.

HD is extremely difficult to stream down any line, as BT goes upto 8meg and im on 6.2 Iplayer stuffs out saying my speed isnt fast enough. so unless you have 10mb or more, streaming HD is very unlikely in this present timeframe. SD However streams fine.

as for live linear... I belive BT are testing this at some stage.

[Ewaawoowaa]

Quote:

Originally Posted by stuntmaster

no not really, she is doing her job.

some don't know what people mean by linear channels.

she was merely trying to keep you as a customer, seems like that because BT doesnt have proper Hd like sky you want to move...

i must admit sky do have a stranglehold on Hd channels at the moment and are blocking other platforms from having it, i.e cable.

HD is extremely difficult to stream down any line, as BT goes upto 8meg and im on 6.2 Iplayer stuffs out saying my speed isnt fast enough. so unless you have 10mb or more, streaming HD is very unlikely in this present timeframe. SD However streams fine.

as for live linear... I belive BT are testing this at some stage.

She wasn't doing her job, she was blatantly lying.

I pushed her further even mentioning Discovery HD as an example and she claimed they did have the discovery HD channel, before she backtracked.

She also lied about the broadband. Told me that SKY would only be able to give me 8MB despite the fact that I hadn't told her where I was moving to.

[Ewaawoowaa]

Quote:

Originally Posted by stuntmaster

no not really, she is doing her job.

some don't know what people mean by linear channels.

she was merely trying to keep you as a customer, seems like that because BT doesnt have proper Hd like sky you want to move...

i must admit sky do have a stranglehold on Hd channels at the moment and are blocking other platforms from having it, i.e cable.

HD is extremely difficult to stream down any line, as BT goes upto 8meg and im on 6.2 Iplayer stuffs out saying my speed isnt fast enough. so unless you have 10mb or more, streaming HD is very unlikely in this present timeframe. SD However streams fine.

as for live linear... I belive BT are testing this at some stage.

Just to correct you on the bolded part....I have never had BT vision or broadband. I only had a basic landline deal with them that I was cancelling.

The only reason TV came into the conversation was because she kept demanding to know which company I was moving to. I wish I had told her to mind her own business.

[stuntmaster]

seems like tit for tat to me. i agree with betsvigi9

[Matterhorn]

Quote:

Originally Posted by stuntmaster

seems like tit for tat to me. i agree with betsvigi9

Lol... you think like that now after having a pop at him..?

[Ewaawoowaa]

Quote:

Originally Posted by stuntmaster

seems like tit for tat to me. i agree with betsvigi9

Tit for tat?????

I am a BT landline customer who rang cancellations. I was badgered about who I was moving to and what I would be paying.

When I told the woman she LIED and said that SKY cannot provide 20 MB broadband, even though she didnt know where I was moving to.

She then lied and said that BT Vision do provide proper HD channels and when I asked in particular if Discovery HD was available on BTV she said YES.

What is tit for tat about that?

I rang with the sole intention of simply cancelling a LANDLINE. I had no thoughts about BTV whatsoever as I have never had it and had already signed a contract with SKY.

i might change to sky package from bt AS sometimes bt goes slow in the evening .. i think sky seems a good deal ..

[Ewaawoowaa]

Quote:

Originally Posted by GhyllenStillwheel

i might change to sky package from bt AS sometimes bt goes slow in the evening .. i think sky seems a good deal ..

Thing is, i have never had BT vision or broadband and never really considered it. I have nothing against Bt at all.


I just found it incredible that someone could lie like that. I am perfectly happy with people trying to sell me something but to lie like that is totally wrong and must be against some sort of rules somewhere.

The next person this woman speaks to might be new to HDTV and she will be telling them that they will get all the SKY HD channels on BT vision.

Imagine their disappointment when their box is fitted and all they have is HD film downloads and they have signed a 12 month contract. I would be livid.

I really think that a sales manager at BT needs to know what their staff are telling people.

[ashjf]

Am I correct in thinking that all the phone lines that Sky use to send their broadband down are really BT lines which BT actually own, not Sky.

[Ewaawoowaa]

Quote:

Originally Posted by ashjf

Am I correct in thinking that all the phone lines that Sky use to send their broadband down are really BT lines which BT actually own, not Sky.

No, SKY have LLU in exchanges and are migrating everyone over to their own equipment. My exchange in particular does have SKY/Easynet LLU.

I just couldn't believe the way this woman said that SKY couldn't give me 20 meg broadband but then she dropped it when I reminded her she didnm't know where I was moving to. Then claimed live HD was possible on BT vision that use the lines she had just been criticising. She clearly knew nothing about broadband.

[okioki]

I too have had issues with BT when I was moving Broadband from them to O2. The guy asked why I was leaving and I told him O2 was cheaper, had unlimited download* and also as a bonus was faster. I told him they claimed upto 20Meg but I knew it wouldn’t be as fast as that but expected it to be faster than what I currently had (and for less money).

He told me it was impossible for O2 to be faster than BT as they use the same lines – and he also told me I am currently on 0.5Meg anyway and would never get any faster than this and that O2 were misleading with that claim.

I tried to explain to him that I was getting between 4 and 6 Meg (using the BT speed checker) but he refused to believe me.

He couldn’t tell me why BT had been phoning me every few months to try and get me to give up sky+HD for BT vision as they now offer HD – which at his claim of 0.5Meg I would guess wouldn’t work?

Anyway, moved to O2 and getting between 7 and 10Meg download speeds – no problems and saving about £12 per month. I did think of going to sky for broadband/telephone but have had issues with customer service with them in the past and have read good reports about O2’s customer service. I must say O2 were fantastic with any call to them being picked up and answered within seconds.

I am still with BT for telephoney and after a very bad experiance with TalkTalk would think twice about ever moving this from BT again.

[littleboo]

Quote:

Originally Posted by ashjf

Am I correct in thinking that all the phone lines that Sky use to send their broadband down are really BT lines which BT actually own, not Sky.

Quote:

Originally Posted by Ewaawoowaa

No, SKY have LLU in exchanges and are migrating everyone over to their own equipment. My exchange in particular does have SKY/Easynet LLU.

err yes you are correct. The phones lines are owned and managed by BT.
The ISP, in this case Sky, can install their own equipment in the exchange which is connected to the line, and may offer retail ine rental, but they dont own the physical line. Even ISP that do install their own equipment will not have 100% coverage, so will re-sell the BT Wholesale broadband product.

[Psion123]

In most cases, BT provide the access circuit for Broadband. the exceptions are cases like Virgin (Telewest, NTL etc) where a seperate connection is provided over fibre.

In all probability the BT retention person does not work for BT, but works for a contracting company.

If you want liars in call centres - try T-Mobile (I was calling a mobile and getting the wrong person) "That number is on a party line".

Or Carphone Whorehouse - When my phone wouln't roam in an African country "This is because the phone lines in Kenya are too short to reach England and they can't pick up any English mobiles without more power and they won't pay the bill".

[Ewaawoowaa]

Well the plot thickens....

I rang this woman to cancel my line on the 24th July. I got her to confirm twice what she was doing and she clearly stated the line would cease on 24th July at 8am. My girlfriend also heard this clearly as the phone was on speaker phone.

I checked the order to today and the despicable woman had put it through to cease on 15th july!

If I hadn't checked I would have had the phone cut off 9 days early. Theres no doubt in my mind she did it deliberately.

I spoke to a nice guy there today who has altered the order and he has also logged an official complaint with a reference number which will go to this womans manager. He also said if there was an indication she had done this deliberately she would lose her job.

I just hope they listen to the tape of the call, and hear her her happily telling me to ditch sky because BT vision has the discovery HD channel.

I expect a written response from them over this.

[alanwarwic]

You do realise that you still need a BT line to get Sky broadband.

The BT line connects you to the Sky unit inside the BT exchange.
Of course it is possible Sky pay BT for that but there will still be a Bt lne to provide broadband.

[2shy2007]

Whoops! I hope you havent cancelled your landline yet, as you will need it.

[Ewaawoowaa]

Quote:

Originally Posted by alanwarwic

You do realise that you still need a BT line to get Sky broadband.

The BT line connects you to the Sky unit inside the BT exchange.
Of course it is possible Sky pay BT for that but there will still be a Bt lne to provide broadband.

I am moving house, sky are activating the line there and I will be paying line rental to sky. Did you not read the OP?

[Ewaawoowaa]

Quote:

Originally Posted by 2shy2007

Whoops! I hope you havent cancelled your landline yet, as you will need it.

Why would I need a landline in the house i'm moving out of?

Why don't people even read the opening post?

[Ewaawoowaa]

For the hard of thinking I will spell this situation out in the clearest terms possible:

1) I currently have a BT landline in my current house.

2) I am moving to a new house on 24th July and so I need to cancel my BT landline at my current address.

3) In the new house SKY are activating the landline (£25 fee) and then I will pay line rental to them.

4) Once I move I will have no need to pay BT directly for anything.

5) This situation arose simply because I phoned BT to cancel my landline. I have never had Bt vision or Bt broadband.


What is so difficult to understand about that?

[noise747]

Quote:

Originally Posted by Ewaawoowaa

Tit for tat?????

I am a BT landline customer who rang cancellations. I was badgered about who I was moving to and what I would be paying.

When I told the woman she LIED and said that SKY cannot provide 20 MB broadband, even though she didnt know where I was moving to.

She then lied and said that BT Vision do provide proper HD channels and when I asked in particular if Discovery HD was available on BTV she said YES.

What is tit for tat about that?

I rang with the sole intention of simply cancelling a LANDLINE. I had no thoughts about BTV whatsoever as I have never had it and had already signed a contract with SKY.

You think BT is bad, try Talk Talk, they are worse if that is possible. a friend of mine was on Talk Talk and after 3 years decided to get off. They had no idea that they had been taken of the BT system, Talk Talk argued black and blue that they was notified.

It took months to get off TT and back onto Bt without costing money.


Sky is almost as bad, well their T.V section is anyway, another friend who is a bit slow was more or less forced to register for a HD box, it did not matter that she did not have a t.V capable of displaying HD. It took me 4 phone calls to sky to get it sorted.

That is the problem with all these big companies, be it telecoms, utilities or T.V, their customer service stinks and I am sure they think all their customers are as thick as two short planks.

[Ewaawoowaa]

Quote:

Originally Posted by noise747

You think BT is bad, try Talk Talk, they are worse if that is possible. a friend of mine was on Talk Talk and after 3 years decided to get off. They had no idea that they had been taken of the BT system, Talk Talk argued black and blue that they was notified.

It took months to get off TT and back onto Bt without costing money.


Sky is almost as bad, well their T.V section is anyway, another friend who is a bit slow was more or less forced to register for a HD box, it did not matter that she did not have a t.V capable of displaying HD. It took me 4 phone calls to sky to get it sorted.

That is the problem with all these big companies, be it telecoms, utilities or T.V, their customer service stinks and I am sure they think all their customers are as thick as two short planks.

What can we do about this? I think I will get a phone that records all calls i make and then I have proof of what is said in the calls.

The worst I have ever experienced are orange. NEVER use orange for broadband. They duped me into getting a contract saying i would get "up to 8 meg" and I got 0.5 meg on a good day with constant disconnections. The line was a very good line capable of 8meg.

After 6 months I finally got them to send a BT engineer who told me there was a fault in the line. The following day I rang orange who told me that there was no record of an engineer visiting. They are enough to give you a nervous breakdown.

[ashjf]

Quote:

Originally Posted by littleboo

err yes you are correct. The phones lines are owned and managed by BT.
The ISP, in this case Sky, can install their own equipment in the exchange which is connected to the line, and may offer retail ine rental, but they dont own the physical line. Even ISP that do install their own equipment will not have 100% coverage, so will re-sell the BT Wholesale broadband product.

OK, so BT own the lines, does anyone here get 20meg from Sky BB?