Sky/BT line cancellation without reason

RunForYourMoney_2

Hi All,

I thought I would give you all an update on what has happened since I asked for your advice on my Sky Talk/BT line being unsolicitedly cancelled.

Basically, I phoned Customer Services, threatened (again) to cancel all my Sky products, ie. Sky HD, Broadband, Talk, Multiroom and Sky + max package and to leave for competitor.

I got through to the retentions team in Uddlestone near Livingston apparently, and spoke to a wellspoken and superb member of Sky (not a call centre staff).

I spent an hour with him escalating this and told him that I wanted someone to take responsibility at Sky for sorting this out, and to take the 'bull by the horns'. He accepted this responsibility.

In essence, what he did - and what other customers who face this challenge will have to push for - was 3 fold:

1) He wrote a detailed e-form (email) to the internal Sky Customer Care department in Livingston explaning all the hassle had problems I had had and that after hours of calls to both BT and Sky nothing had still been done. If you ever need to get a similar situation resolved, you need to tell someone in the retentions team to 'lay it on thick' in their e-form to customer care.

For myself he wrote things such as the hours of phone calls, the fact that I hold all Sky packages in my account and was threatening to leave for Virgin Media, that my business was affected as I was unable to work from home for my business, and I had not been able to make any calls over a Family Christmas time. Also that I had had to spend lots of money on using a BT Openzone service (£15 a week) for two months so I could at least get some web/mail access.

Basically, the customer care team at Sky are the 'pinnacle of their service', as they are in essence lawyers who have alot of 'clout' to sort such situations out. They will get all the technical and background information they need before contacting Sky Talk on what to do next. Their SLA is around 3-4 days.

2) He contacted Sky Talk whilst I held on the call and explained the situation, and they wrote a large note which is imbedded in the system so anyone can see next time. They said that this happens all the time, and it will be raised through Sky to BT. The Sky talk team told him that :

a) if it is Sky's fault, they will re-provision the skytalk and broadband services/line at no charge.
b) If BT's fault and Sky cannot physically re-provision the line, that Sky will give me all the ammunition to ensure that BT re-provision a new line for me and at no extra cost.

Either way, he said that it is likely that the Customer Care team will contact Sky Talk and tell them which course of action to take.

Sorry I forgot

3) He refunded £30 of charges onto my account, and booked in his calendar a time to call me on thursday to see if I had been contacted.

If Customer Care sort this out by contacting Skytalk to provision a new line, they will themselves contact BT Wholesale to do this.

In the end I felt at least someone had taken the time to try and sort this out. I told him I would also be contacting offcom about this issue, as its into its third month now.

However this episode has cost me over £100 in Bt openzone fees whilst I have had no Sky, and also £50 of phone calls, so their refund isnt enough really. Its also affecting my job as I can no longer work from home through BT openzone.

I will update as soon as I have more information. If Sky tell me the cannot do anything, I will elevate the call. Why other people havent had their calls given this amount of effort spent on them I dont know. However I do know that the Retentions team are Sky staff rather than 3rd party Call centre staff and at least do try and escalate things.........

Anyone else had similar issues dealt with like this and/or resolved?

RunForYourMoney_2

Mozkowitz wrote: »

Does Sky even understand what an all inclusive package means, the 'Its not our fault, you deal with the problems in the service we provide for you' attitude is just horrendous, I cannot believe their audacity in telling you do phone BT over a miscommunication from the wholesale THEY hire or a technical fault.

Seriously, contact Ofcom and make a major complaint, passing the buck is not a valid course of action.

I know I agree, but Im not sure what else I can say physically on the phone to get them to escalate further. He did think that Sky Customer Care would get Sky Talk to deal with rather than pass the buck.