Warning - Sky registering people for HD upgrade when not requested

sarah_elton

A couple of months ago I switched my BT phone line and Pipex internet to Sky (already had Sky TV). My mum phoned Sky last week to do the same (she also has Sky TV). She ordered phone line rental and broadband.

HD TV was not mentioned at any point on the call. Yet she's had a letter to say 'thank you for registering to upgrade to Sky HD - the wait is currently 12 weeks'. She checked on My Sky on the website, and on the 'Track Your Order' page, there are open orders for phone, broadband, and HD!

On the website there's an FAQ link on the HD order, explaining that the status means she has registered and they'll be in touch when her upgrade order can be processed. It says you can phone Sky to cancel the registration. So she called Sky, and the person on the phone told her he couldn't cancel it as there was nothing on her account to cancel. :mad:

So now I guess she has to wait 12 weeks for a letter saying her order is progressing and then try to cancel it.

Surely companies can't order you stuff you never agreed to? As I said, it was never discussed on the call.

KILL_BILL

sarah_elton wrote: »

A couple of months ago I switched my BT phone line and Pipex internet to Sky (already had Sky TV). My mum phoned Sky last week to do the same (she also has Sky TV). She ordered phone line rental and broadband.

HD TV was not mentioned at any point on the call. Yet she's had a letter to say 'thank you for registering to upgrade to Sky HD - the wait is currently 12 weeks'. She checked on My Sky on the website, and on the 'Track Your Order' page, there are open orders for phone, broadband, and HD!

On the website there's an FAQ link on the HD order, explaining that the status means she has registered and they'll be in touch when her upgrade order can be processed. It says you can phone Sky to cancel the registration. So she called Sky, and the person on the phone told her he couldn't cancel it as there was nothing on her account to cancel. :mad:

So now I guess she has to wait 12 weeks for a letter saying her order is progressing and then try to cancel it.

Surely companies can't order you stuff you never agreed to? As I said, it was never discussed on the call.

its called slamming and is illegal

complain to rupert murdoch and whilst your phoning or email him tell him that the programmes he puts on sky are CRAP

LinasPilibaitisisbatman

or it could also be called a genuine operator error that they will sort out.

sarah_elton

LinasPilibaitisisbatman wrote: »

or it could also be called a genuine operator error that they will sort out.

Well that's what we thought and we wouldn't have minded, but as I said, when she called Sky to cancel it the person she then spoke to said there was nothing on her account to cancel. However, on her open orders page on My Sky is an HD registration, which the website says can be cancelled by calling them. :mad:

Just a heads up to people ordering other products/upgrades from Sky to check all the letters that arrive about them and look out for this.

Since the only way to cancel the registration is by phone, and on the phone they deny all knowledge of it, all she can do now is wait the 12 weeks for her HD order to be progress-able, and then cancel it.

RadoJo

sarah_elton wrote: »

Since the only way to cancel the registration is by phone, and on the phone they deny all knowledge of it, all she can do now is wait the 12 weeks for her HD order to be progress-able, and then cancel it.

Presumably, that could be because no order has actually been placed and hence they cannot cancel it - you don't seem to be considering the possibility that this might have been a simple mix-up. Surely it would be simpler to ask them to log your call, noting the fact that your mother did not order this service, and let them take care of the problem?
Unless I am missing something and this is not an isolated case - your thread is entitled 'Sky registering people for HD...' - are you aware of anyone else being either signed up fully, or being on the receiving end of this error?

spike7

yes me, i have the same problem.

Allready have sky+ HD and multiroom......i now want another multi room with a normal sky box.

4 times we repeated what we wanted...they are now sending me another HD box and have to wait 12 weeks for something i have not ordered.

They are totally hopeless.