How do you complain about/to Sky?

poindexter

Hope someone can help me here. I have had a big problem with Sky for 3 months now and have written twice to the Customer Services Manager at the Livingston address, and emailed to 'skydigital@bskyb.com'. I haven't even had the courtesy of an acknowledgement yet, and this is costing me an additional £41.50 per month. I don't want to phone, as last time I was on for 57 mins before I gave up.

Can anyone please tell me how to get someone at Sky to respond to my complaint? Or is there an external watchdog I can complain to? Apologies if this is the wrong forum but it's the first time I've started a thread.

Thanks

Nile

Hello poindexter


Welcome to the MSE site.

Have you tried the Sky freephone number 0800 731 6965? At least if they keep you waiting you won't be paying for the call.;)

Good Luck

Nile

tigermatt

Try using the Sky Freephone number, but also threaten to cancel your service. As they attempt to get £400 out of each subscriber every year, it will be in their interests to sort your problem/listen to your complaint. This is what lots of people have done in the past.

tigermatt

poindexter

Thanks for that, the freephone number will always be useful as I only found out recently (on here I think) about the 0870 numbers. However the issue is a bit complicated and I would like to put it in writing if possible.

Re the cancellation threat, I've been a Sky subscriber on the full package for about 16 years, and when I previously threatened to cancel, they called my bluff! I haven't got a cable provider in the area as an alternative, and I'm afraid I'm hooked on the full service so freeview isn't an option.

RedOnRed

Sky have a number which is referred to as The Executive Suite. Tel 08702 403000. It's a number that Sky are very reluctant to give out.

The Executive Suite is where all the Sky directors are but there are also helpdesk people there that take your calls. Once you get through to it they are able to overide all other areas of Sky and can, for example, arrange a much quicker appointment for you, and, of course, it's also the best place to complain.

I got the number a few years ago when I was having endless problems with them. I haven't tried the number for a long time, but just gave it a very quick try and it did appear to ring.

poindexter

Thanks - I'll give that number a try.

mr_baz

Hi,

I have been complaining to Sky recently about a new Sky+ box I had installed. Cut a *very* long story short the usual numbers gave me the run around and engineers failed to show. Anyway, I emailed a complaint directly to Sky CEO james.murdoch@bskyb.com and got an email back same day from their customer escalations dept and have had a great deal of success so far (new replacement box and a genuine Sky engineer rather than the contracted engineers that let me down on 3 occasions!).

Hope this helps.

Baz

KarrinaHogan

mr_baz wrote:

Hi,

I have been complaining to Sky recently about a new Sky+ box I had installed. Cut a *very* long story short the usual numbers gave me the run around and engineers failed to show. Anyway, I emailed a complaint directly to Sky CEO james.murdoch@bskyb.com and got an email back same day from their customer escalations dept and have had a great deal of success so far (new replacement box and a genuine Sky engineer rather than the contracted engineers that let me down on 3 occasions!).

Hope this helps.

Baz

Ive emailed this email address, but have had no response. Did they get back to you immediately? Am beginning to wonder what else to try!

black-saturn

Whats the best one to contact if you want money off? I'm hoping to ring them and say I cant afford my package and hoping they will reduce the cost.