Sky/BT line cancellation without reason

RunForYourMoney_2

I would like some advice on an issue which happened with my Sky/Bt line recently.

Basically, a year ago I paid up my BT line and broadband account, and moved to Sky. I already had my Sky + with Sky, and basically signed up for Sky HD, a multiroom subscription using my current Sky + box, Sky Talk and Sky Broadband, so basically, moved everything to Sky.

A year on Sky sent me a letter saying BT were terminating my Phone line and because of this they would be cancelling my Sky Broadband and Sky Talk.

This came a shock to me as I was in credit with Sky, and had requested no line product change?

So I phoned up Sky and after being put through 8 different departments, and speaking to a Manager they told me that BT had terminated the line so they couldnt reinstate my Broadband or Sky Talk. I told them that they needed to contact BT Wholesale as it had nothing to do with me and I was paying for a service to Sky not BT, and had no account with BT! They said they couldnt reinstate the line and BT would have to do it.

I then phoned BT serveral times and gave them my old account number and phone no.and asked if they could investigate what had happened? They said they HAD NOT terminated the line and there was nothing wrong with it, or my old account with them. I escalated this through them to a manager and told them that Sky had said it was BT who had terminated the line, and that they, Sky told me that BT were the only company who could reinstate the line as they 'owned all the lines in the UK'.

BT told me this was a breach and I was paying for a service with Sky not BT, and that Sky would have to get in touch with BT OpenReach wholesale. BT were quite angry that Sky were doing this. I phoned Sky back and told them this, and they were adamant that BT would have to reinstate, and that BT were doing this more often?

Now I have been left without Broadband and a phone line which is a complete nightmare.

Has this happened to anyone else, does anyone know how I can sort this out quickly, and also, how can both companies not admit they terminated the line? If neither of them have, how has it been terminated?

Id be most grateful for help with this, as I have been left paying Sky a £100 quid odd every month and left without any service, not to mention that I have no phone line at Christmas

Many Thanks

PaulK_3

Sounds like an unsolicited PSTN cease and to be honest Sky may not have known anything about it till it was too late. Sometimes automated systems kick in an screw things up and by the time it comes to light there is nothing that can be done. Sky may not have terminated the line itself, it may be that the line was disconned in error at the exchange which then led to a cascade, it may not be on BTs system that the line was disconnected, it may just be down to an engineer at the exchange unplugging the wrong lead.

RunForYourMoney_2

PaulK wrote: »

Sounds like an unsolicited PSTN cease and to be honest Sky may not have known anything about it till it was too late. Sometimes automated systems kick in an screw things up and by the time it comes to light there is nothing that can be done. Sky may not have terminated the line itself, it may be that the line was disconned in error at the exchange which then led to a cascade, it may not be on BTs system that the line was disconnected, it may just be down to an engineer at the exchange unplugging the wrong lead.

Many Thnks for the quick reply. That is exactly what it sounds like, but what can I do if neither company take responsibility? How do I get my line back?

mrJ_5

if you're paying line rental to Sky, they should sort it out - if that's the case then they are BT's customer (via wholesale) not you

PaulK_3

If the line is ceased he isn't paying anyone line rental but it comes down to which company will take responsiblity for getting the line re-instated. If it's been taken off completely by BT they should deal with that end of it but to be honest you may just be better off forcing Sky Talk to deal with it.

RunForYourMoney_2

PaulK wrote: »

If the line is ceased he isn't paying anyone line rental but it comes down to which company will take responsiblity for getting the line re-instated. If it's been taken off completely by BT they should deal with that end of it but to be honest you may just be better off forcing Sky Talk to deal with it.

Thanks guys, well I was paying Sky talk and havent had a final bill or anything. I really have tried to get Sky to deal with it but their customer service is getting worse and worse. Its pot luck if you get through the right department. I think I should maybe try again, otherwise should I report to an ombudsman?

solair

I would suggest that you ring sky and tell them that you are considering terminating your entire sky subscription and moving elsewhere e.g. virgin. That you consider this a breech of the agreement that you have with them etc and are very angry indeed.
If you get no where, ask to speak to someone in "retention".

I can assure you they will take your query seriously if they think they're going to lose your entire Sky account.

It's certainly worth calling their bluff!

0844 241 4141 gets them, or 01506 421726 (if you don't fancy paying 0870 rates)

RunForYourMoney_2

solair wrote: »

I would suggest that you ring sky and tell them that you are considering terminating your entire sky subscription and moving elsewhere e.g. virgin. That you consider this a breech of the agreement that you have with them etc and are very angry indeed.
If you get no where, ask to speak to someone in "retention".

I can assure you they will take your query seriously if they think they're going to lose your entire Sky account.

It's certainly worth calling their bluff!

0844 241 4141 gets them, or 01506 421726 (if you don't fancy paying 0870 rates)

ok thanks for that. I did ask them if they wanted to lose a customer that paid £100 plus a month to a rival such as Virgin Media, but they didnt seem too bothered?

solair

Depends who you're speaking to. Actually ask to speak to "retention". The people on the Sky Talk / Broadband helpline may not mind whether you stay or not, but there's a specific team of people in Sky who are there to ensure that you don't leave. I'm pretty sure they'll sort you out!

Just ring the general customer service line and explain that you want to cancel your ENTIRE Sky account, you'll be transferred very quickly indeed.

RunForYourMoney_2

solair wrote: »

Depends who you're speaking to. Actually ask to speak to "retention". The people on the Sky Talk / Broadband helpline may not mind whether you stay or not, but there's a specific team of people in Sky who are there to ensure that you don't leave. I'm pretty sure they'll sort you out!

Just ring the general customer service line and explain that you want to cancel your ENTIRE Sky account, you'll be transferred very quickly indeed.

I did speak to retentions after being transferred a mammoth 9 times, and they were the ones who told me I would have to speak to BT. I will try again tomorrow and let you know what happens Thanks all.

solair

Might I also suggest that you contact Ofcom it's a major complaint. They will be able to advise you about the complaints procedure. I don't think it's acceptable for Sky to just say "contact BT", they are supplying your phone line and are responsible for its upkeep. You did nothing to cause the line to be disconnected.

Whether it's Sky's fault or BT's fault it's a ridiculous situation and you shouldn't have to deal with it. Also, if your line's been actually terminated there may be fees involved to reinstate it and you can't necessarily guarentee that you will even keep the same number when BT re-allocate your line.

Ofcom phone number is 020 7981 3040 or 0300 123 3333

I know that over here in Ireland, if you want to lodge a complaint with a telco, you actually need to mention "I want to make an official complaint" and then get a complaint number from them. If it's not resolved satisfactorily with in X days, the regulator can take it up and you just quote them the complaint reference number. I assume Ofcom have a similar procedure.