SKY TV CUSTOMER SERVICES COMPLAINT. free evening and weekend calls & 16 mb broadband

justinking_2

HELLO.

I need major help as last week i got so stressed out.

Last week I spent nearly 4 hours on the phone to Sky to go for a better deal, where i would leave BT and Tiscali. The deal is free evening and weekend calls plus 16mb broadband connection free for the first 3 months then £10.00 per month after.

However (and i have been calling this company constantly at other times too prior to the day last week when things came to a head, to no avail) Sky pushed me around from one dept to the next as I tried to give them a MAC code. I have been told so many conflicting stories about how this would be done, including hidden costs.... I was also told so many differing stories about what i could get and what i couldnt... For example, one phone rep told me i was not eligible for the service, while another rep told me i was entitled to broadband but not the sky talk calls. This kind of conflicting info took up hours.

The point is that even though I am quitting BT soon, they are going to charge me for these wasted hours of calling sky. So where i was trying to save money has kind of backfired because of the total incompetence of this customer service department.

I want to claim back 4 hours of wasted calls from Sky. They wouldnt even give me a contact person or number to get in touch. I have been wound up big time over this. All i know is that I am going to end up with a huge bill. :-( Their customer service is awful.

The next day things did start to get more organised. A lady actually called me back (OMG!!!) and she has set the wheels in motion. I now have a wireless router, confirmation letters coming through and things begin switching over as of next week (tho i wont get too excited until this actually happens,) but i even have a new e mail address - not yet active.

However, before i finally got this callback the next day i had been shunted around from dept to dept. I gave them my mac code from Tiscali, so hopefully i will be dumping both tiscali and bt shortly.

My bills are huge as it is :-(

So i do have a contact name within Sky to write to, but what are my chances of claiming money back from Sky?

Please PLEASE help.

Justin :-(

McKneff

Once you get your line and broadband activated ring them again,
if you use the 0844 number it will be a free call once Skytalk is up and running, Tell them everything you have said here and they will probably give you some sort of discount. Honestly, I have had no problems at all with them, in fact just the opposite. I rang to cancel a couple of packages last month or so which i found out was going to be just a couple of quid, they
promptly gave me half price line rental for 3 or 6 months, cant remember exactly and knocked £15 of my bill for the next 3 months, i know i ended up being about £75 to £80 better off over six months. Its a shame you have had such a bad experience.
Youve actually gained £30 already by getting the first 3 months free.
Are you also taking line rental with Sky, this is another saving of at least £1.75 a month and i think BT is putting its charges up soon.
Good luck=hopefully you won't need it
Annie

justinking_2

HI there.

Does this mean that the 08442 41 41 41 is a free number? Anyway, i have that number as its one of several i have been using :-(

According to the letter, it says my connection sets up from Feb 12th. So do i wait to complain until after it is all up and running?

Yes, I already have sky tv, and am getting the Sky Talk and Broadband - free for the first 3 months, then £10 after. (or thats what it says) However after all the calls i put through to sky, i will have spent a fortune - hence why i want to complain about this. Im supposed to be dropping BT and Tiscali altogether - which as i remember is part of the deal.

I just hope this transfer goes ahead as planned with no further hiccups.

justin :mad:

loulou41

I transferred to sky talk in January, make sure you get a date for your transfer otherwise bt will still charge you for the calls. This happened to me and sky said I had to write to complain to get the money I spent on calls, it was less than £1 so I did not bother. My online status did say my sky talkl is activated but this does not mean your calls to sky are now free. You have to wait till you get the letter informing you of the date of the transfer. Also with sky talk I find I cannot view my calls online as I could with bt and 18185. Hope this helps.

justinking_2

hi there!

I have my sky letter telling me i am switching to Broadband on feb 12th, and my sky talk freetime calls calls from the 19th Feb - then i am automatically switched over.

I have my wireless router (or whatever its called) which was delivered so i assume i plug this in tomorrow sometime at the end of the day.

I am going to call bt (even though they should already know about this) as i will require a final bill, and i imagine tiscali will go off as of tomorrow.

I also need my final bt bill so i can highlight the wasted calls i made to sky initially. (last week) I am going to prepare a letter today to send them, but i still need to know about complaining about the wasted calls. I do not want to be charged for those :-(

thanks for the advice though.

justin

PaulK_3

Wait till you are installed before sending the letter in case there are any further delays in the line setup, that way its dealt with in one hit. Once you are on sky talk all calls to the 08442 sky support numbers are free to use.
Plug the router in tomorrow afternoon/ evening, as long as your physical setup is correct you should get a flashing amber light half way across the router which will then go green once the adsl signal is on the line. Be aware that since the Sky adsl system is slightly different to the BT system if you are not on the main socket or have not filtered correctly you may have sync issues that are not occuring right now.

McKneff

justinking wrote: »

HI there.

Does this mean that the 08442 41 41 41 is a free number? Anyway, i have that number as its one of several i have been using :-(

According to the letter, it says my connection sets up from Feb 12th. So do i wait to complain until after it is all up and running?

Yes, I already have sky tv, and am getting the Sky Talk and Broadband - free for the first 3 months, then £10 after. (or thats what it says) However after all the calls i put through to sky, i will have spent a fortune - hence why i want to complain about this. Im supposed to be dropping BT and Tiscali altogether - which as i remember is part of the deal.

I just hope this transfer goes ahead as planned with no further hiccups.

justin :mad:

Youre welcome, good luck with your system and in getting your call costs refunded.
Please remember though that other calls with 0844 prefixes are not free, only the ones to sky

justinking_2

Hello.

Well i have written a three page letter to Sky TV. I still dont know if my service is properly installed and properly arranged because as yet no one has come back to me. I know i have left Tiscali, but BT i do not know. Trying to get sky to call me back is not an option as i have wasted anough money on their calls.

What annoys me also is that I tried to send this 3 page letter through e mail and their online form only allows a certain number of characters.

So as yet no reply. My outlook express is not showing that i have sent my e mails in the sent items folder, but i know my new sky e mail address is working, yet i keep getting error messages.

Is there no one on here who has contact details or Sky's management? Maybe I am being too impatient as i only sent the letter on friday, but i dont want to incur more costs..... I am not calling sky agin because of the wasted calls on feb 3rd.

I will resend the letter today i think.

justin

staylor_2

Ask for Customer Relations in Scotland, I think its Livingston but it could be in Dunfermline. In 2 and a half years of having to complain to Sky probably over 200 times to every Tom, !!!!!! and Harri this is the ONLY department you will get anywhere with. Trust me! Ask for Elizabeth. I have been dealing with her today over major problems with everything from having two
Sky accounts?? (one is bad enough!!) viewing credits going astray for two months, 4 broken installation appointments, defective Sky HD boxes... etc.etc. you get the drift, you dont want to hear my problems with Sky believe me! You havent experienced anything yet believe me!! She does come across as she cares. Ask her if I qualify for introducing a friend to Sky Customer Relations!
mmmm I think there might be something in that scheme???

justinking_2

I have a Sky Po Box address for Livingston, West Lothian. Is that the one? Do you have any other addresses if this isnt the one. I am not going to call them because of the huge phone bill i need to dispute with them.

let me know if you can

justin :-)

staylor_2

Should get it there. Mark it for the attention of Elizabeth at Customer Relations. I would send it recorded delivery as I wouldnt trust Sky as far as I could fling them. The only reason I went on to the Sky talk and broadband package was that all calls to Sky contact centres are free. I found my phone bill was getting racked up to their continued consistent incompetence so I decided that if you cant beat them join them!
Once I leave Sky TV they will lose ALL services.