SKY have blatantly ripped me off big time!!!

underlay_guru

Hi. To cut a long story very short:

1. I signed up for Sky TV, Talk and Broadband Base. This came to £36.25 a month for all 3 services, and paid £30 for TV installation, and £39 for Talk and Broadband installation. The contractors at Sky also gave me 6 months free line rental as a further incentive.

2. The TV was installed within a week (which took him less than 30 seconds), but the Sky contractors had 'forgot' to process my talk and broadband offer. I therefore rang Sky to complain, who gave me Sky World and reduced my bill to £31 a month for 3 months as an apology;

3. The phoneline installation man has now been, but he says there is nothing about broadband on his job list for us. I have now found out that 'Broadband Base' is not available in our area, and I will have to pay an extra £17.50 a month for 'Sky broadband Select'.

4. The Sky contractor has said that it WAS available when I ordered, but the exchange has since 'reached user capacity', meaning it is now unavailiable (which sounds like a load of old B.S to me....). They have therefore refused to refund the installation fee and told me to forward any complaints to Sky, not them. They have also said that they know nothing about the 6 months free line rental, even though I have the name of the person I spoke to.

5. So instead of the £36.25 I was offered, I'm now i'm left with Sky TV at £35 a month, Skytalk at £12 which I don't need, and having to fork out another £17.50 a month for broadband...all totaling £64.50 per month, because the IDIOT who sold me it didn't check our postcode.


...Does anyone know where I stand with this now? IMO I have been missold the full service, but they will not budge. Sky are extremely difficult to contact, and when you do get through to them all they are interested in is selling more stuff to you. I have never had Sky before and must say I am pulling my hair out at their useless, incompetent customer service.

Juwel

It is true that exchanges can reach full capacity and therefore an 'off-net' service will be provided. The cost of this is more as Sky or other providers then rent BT wholesale equipment and pass this cost on to the customer. All orders for 'on-net' broadband products are subject to availability. In your case it seems it is no longer available untill more on-net ports become available at your exchange, as soon as they are then Sky SHOULD place you on your original broadband choice

underlay_guru

Hi,

My original broadband choice was the Base (as it was part of a TV, Talk and Broadband package). They are telling me this is no longer available, but they have only told me this AFTER the TV and talk have already been installed, which has left a sour taste in my mouth. Its as if they want to get past the 'cooling off period' to break the bad news to us, so we cannot cancel the TV without a charge.

This isn't right, is it?

jamesb1239

Sorry to say this (ex-Sky worker) but there is not much that you can do. On the contract that you signed to go ahead with the installation it will have said that you have chosen x broadband but it is subject to availability. The phone & bb installation cannot be actioned until the TV subscription is in place and you should have been advised to call sky once the tv was done to start the process for the phone and broadband.

Call them up and tell them that you want to cancel if this has all only just happened as you have so many days to cancel.

Also when i worked there less than a year ago if a customer was in an ON-NET area and capacity had been reached then the system put them onto the OFF-NET £17.50pm package but only charged £5pm for it so i think that somebody may be lying to you

spike7451

Juwel wrote: »

It is true that exchanges can reach full capacity and therefore an 'off-net' service will be provided. The cost of this is more as Sky or other providers then rent BT wholesale equipment and pass this cost on to the customer. All orders for 'on-net' broadband products are subject to availability. In your case it seems it is no longer available untill more on-net ports become available at your exchange, as soon as they are then Sky SHOULD place you on your original broadband choice

Correct,it can & does happen.When I worked for Sky Broadband,we often came across customers who were told you can have 16Mbps but in reality they could only get 1Mbps for example.
Now one thing that Sky were doing when I was there was only charging customers who could'nt get the On-Net £5.00 until theirs was available.But I left a year ago to work for me,myself & I so that may not be the case now.
I'd pop over to https://www.skyuser.co.uk if I were you,you may find your answer there.

underlay_guru

Hi,

When I subscribed to Sky though, the contractor advised me he had did a postcode check and it was all ok. Now the contractor is claiming they did not, and instead of £36.25 for the full service, I am now stuck with £35 TV, £10 phone and now £17.50 broadband. I cannot unsubscribe the TV because the cooling off period has ended, but I bought the services as 1 complete package, not individually.

Juwel

As stated you may well be in an on-net area but a Sky TV order is processed first and then the bb order. The agent you spoke to will have performed what is known as a DSL check and determined that whilst you are in an on-net (base area) your local exchange is currently full to capacity and as such an off-net service is all that can currently be offered. As soon as your local exchange increses its capacity you will then have your chosen package. Sky.........believe in better.

Inactive

underlay_guru wrote: »

Hi,

My original broadband choice was the Base (as it was part of a TV, Talk and Broadband package). They are telling me this is no longer available, but they have only told me this AFTER the TV and talk have already been installed, which has left a sour taste in my mouth. Its as if they want to get past the 'cooling off period' to break the bad news to us, so we cannot cancel the TV without a charge.

This isn't right, is it?

No it isn't right, I would tell Sky to poke their expensive slow Broadband, my Daughter has been using their non-LLU service, it is little better than Dial-Up.

She has just got her MAC from them.

Juwel

the off-net service Sky provides offers up to 8Mb download speeds and 40GB usage allowance. As with any provider speeds are dependent on certain factors. I wouldnt say this is a slow service and is certainly comparable.

Inactive

Juwel wrote: »

the off-net service Sky provides offers up to 8Mb download speeds and 40GB usage allowance. As with any provider speeds are dependent on certain factors. I wouldnt say this is a slow service and is certainly comparable.

Comparable with Dial-Up in my Daughters case.

Do you work for Sky?

Juwel

I am very sorry to hear you where receiving a poor speed, did you contact Sky's tech support to troubleshoot the reason you where not receiving the headline speed of 8Mb? If so, did they provide an explanation?