Sky Complaints

discat11

had the same problem as underlay:
letter I have just sent: although I did neglect to add they deducted £39 for the broadband connection when this was agreed as FREE and then added it to my 'credit' rather than refund it to the card (which they have now done reluctantly thank christ!)

Please cancel my subscription package with immediate effect, please do not attempt to take any funds from my debit card as previously used.
I do not have a direct debit mandate with you, fortuitously, I was to post this to you today, and have now decided against proceeding.
I am very disappointed, being a previous long-term customer of sky, to be forced, by repeated poor service, to cancel.

You can pick up your sky+ box, which has been disconnected and is in its original box at my earliest convenience.
I am home before 0745 and after 1745 Monday to Friday, or I can arrange for the engineer to pick up your equipment from my work premises.

Apart from the installation engineers, who have been excellent, the rest of the staff I have encountered have not been satisfactory in any way.

1. Your representative (******7 Tro*****e: C******n) whom I signed up with led me to believe that the broadband/phone part of my package would be installed at the same time or very shortly after the TV box.
This was blatantly untrue, I made it crystal clear at the time of talking to him that broadband was my main concern and had to be installed without delay, after a farcical visit from Virgin media.
Had he told me the truth (it was likely to be 4-6 weeks minimum) he would not have wasted my time and money having Sky installed.

2. On ‘phoning customer services on the date of installation I was then informed the broadband and ‘phone would be ready by 16th December, again untrue.

The installation took TWO visits and 6 hours of my working time to provide me with a working sky+ box, whilst the time of the initial installation is unfortunate due to my unique location and listed buildings status, the reason for two visits and 3 boxes seems due to poor quality Grundig sky+ boxes being pushed in preference to the superior Amstrad one, a shame I had to threaten to leave immediately to get this working at all!

3. I have had 2 texts this week from your customer service department one on 13th and one on the 14th BOTH stating that I only had 3 days to go until my broadband switch on. Both untrue yet again.

4. I rang your customer services today to ask where my modem and connection package was and was told SKY had no record of it, after some searching the representative checked and found I was not due to have the phone line activated until 21st December, so earliest broadband the 22nd.
I informed him that this was totally unacceptable and he couldn’t offer me anything earlier, blaming this on BT’s activation dates being slow.

Frankly, Whilst I am sure that some of your representatives have told me some of the truth, I’m damned if I can discern which, I do not have weeks on end to take time off work and listen to promises that are repeatedly broken, whether there was actually any intention of fulfilling them originally.

I have made clear at every point that the broadband was of paramount performance to me, any professional company would ensure that their representatives listen to the customer and do not simply ignore their wishes and make up ‘fairy tales’ in order to gain a sale at any cost.

I request that my £30 installation fee is refunded, as this would never have been paid if he truth had been told from the start, I think this wholly fair, considering the numerous calls and working time forfeited due to the promises made by your staff.

Regards

nordtraveller

You email that to The Chief Exec [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

discat11

I think I will!
However, I doubt they'll do anything as I have now signed up to BT broadband as I can't wait forever on a relatively expensive dongle.
The sky+ box isn't getting in my way and I am actually going to use it until they arrange collection: but it WILL be at MY convenience!

Does anyone know if sky can take any more funds off me?
They DON'T have a direct debit but they DO have my card details and did take the initial £30 and £39 payments (and refund the £39 when I kicked up as stated).
Is there anything I can do at the bank to prevent 'cardholder not present' sky billing coming off?

discat11

bumping that question again!

CAN sky removed funds without authorisation from my debit card that was used for the install fee?
i.e. they have no DD form, so I don't think they can do anything other than threaten me via post?

I have just sent me letter with all the details to the MD also, so the billing people can't deny I told them to disconnect!

feltham83

just phone your bank and tell them, they can sort that out for you. They stop transactions.

discat11

yes: already been to the bank and checked no DD was on the record so I'm pretty sure that fixes it.

Moneymaker

nordtraveller wrote: »

You email that to The Chief Exec

I recommend you correct the punctuation first. Improves your credibility. Also note that Grundig never made a Sky+ Digibox. Perhaps you mean Thomson?

SarahMoon

spike7451 wrote: »

Ok,I'm confused...Do you have a viewing card?


If you do,then the installer should've done three things;
1-Connected your phone to HD Box
2-Got a Ringback to activate the card by using the 'Installer Menu'
3-Rang Sky to get the Premium channels & recording activated.
It should take 24Hrs for everything to be working,If the phone's not connected,up to 48Hrs.

To do a ringback,On the remote press:
SERVICES
4
0
1
SELECT
(You should now be in INSTALLER MENU)
6 (New Install)
Then follow the on-screen menu.

If that fails,under SERVICES,you'll see TELEPHONE NUMBERS.
Call Sky Tech Help on 08442411411 or Sky HD on 08442410006

Also,is the viewing card in the right slot?

You don't need to ring sky to activate the premium channels a call back and itll finialise the setup.

spike7451

SarahMoon wrote: »

You don't need to ring sky to activate the premium channels a call back and itll finialise the setup.

I left Sky in Aug 06 & I'm pretty sure did have to when swapping the card between boxes.

SarahMoon

spike7451 wrote: »

I left Sky in Aug 06 & I'm pretty sure did have to when swapping the card between boxes.

A callback on the installer menu does all this now, the "callback" tells sky to pair the box and card. Engineers used to have to ring up (as you say) but now its all remote.