Disgusted with Sky Talk

jd87

A couple of months ago we stupidly moved our calls and line rental to Sky Talk. We didn't want to but it was down to typical Sky bullying tactics: if we didn't switch they would put our broadband up by £5 a month. We initally refused and were going to take our broadband to o2, but then Sky offered free line rental for 12 months, and stupidly we took it. Then the problems began.

With BT we always had Caller ID. Sky told us that we would keep Caller ID with them, but after the switchover happened it stopped working. We called them up to try to sort it out and after the typical patronising "take the batteries out and put them back in, etc" they then put us through to the technical people.

Basically they want £99 call out charge + £65 per hour to come and have a look at my phone. This is absolutely sickening. They have said that we either have to pay it or go without Caller ID, and they said we can't cancel and go back to BT because we're in a 12 month contract.

Any particular tips on what I need to put in a letter to get this sorted? I would preferably have them come out and sort it out for free. Failing that then some sort of compensation?

spike7451

You'll probably find that Sky's linecards in the PSTN Exchange are not CLI (Caller Line ID) enabled.

jd87

So they want to charge me £164 instead of finding that out for themselves?

If they can't provide me with Caller ID, does anyone know if this is enough of a breach of contract for me to cancel?

gavinp

Did the Sky people tell you how to switch on Caller ID ?

Caller Display

To ensure that the Caller Display facility is switched on, dial the code *#234# (press the star button, then the hash button, then two, then three, then four, then the hash button).
If the facility is active, the message 'Caller identity' will be displayed.
If the facility is not active, dial *234# (star button, two, three, four, hash button) to activate the service.

http://mysky.sky.com/portal/site/skycom/skyhelpcentre/

We needed to do this after switching our phone line over to them to get caller ID working.

Thanks

Gavin

jd87

Sorry to resurrect an old thread. We wrote to Sky over 3 weeks ago, complaining about the whole fiasco, and telling them they need to sort it out (free of charge), and if they can't sort it then they need to compensate us as I believe it's a material breach of contract.

Gave them 10 days to reply in the letter but haven't had a word from them. Any ideas what to do next?

Ps. In reply to gavinp, yeah we've tried *234# but it just says "Sorry, the service requested is not available".

ACDeag

If it was quite recent as k Sky to pull out the call recording and that should prove what you said and their response. You can then probably get out of the contract as it became an implied term. Good luck though, you are likely to have to battle.

I would invoke Sky's telecom complaints procedure (which under Oftel rules they have to have).

http://www.sky.com/portal/site/skycom/skyproducts/skytalk/codesofpractice/complaints

Heinz

ACDeag wrote: »

I would invoke Sky's telecom complaints procedure (which under Oftel rules they have to have).

http://www.sky.com/portal/site/skycom/skyproducts/skytalk/codesofpractice/complaints

That link doesn't inspire confidence - it still refers to ICSTIS (which ceased to exist some time ago).

ACDeag

Heinz wrote: »

That link doesn't inspire confidence - it still refers to ICSTIS (which ceased to exist some time ago).

You don't expect telecom companies to take their complaints procedures seriously do you.

I remember a few years ago when I complained to Ofcom about Bulldog they said I had to follow Bulldog's complaints procedures, I said how was I to when I could never get to speak to them and there was nothing about it on their web site. To give Ofcom its due they then dealt with it, but only grudgingly.

DVardysShadow

jd87 wrote: »

Sorry to resurrect an old thread. We wrote to Sky over 3 weeks ago, complaining about the whole fiasco, and telling them they need to sort it out (free of charge), and if they can't sort it then they need to compensate us as I believe it's a material breach of contract.

Gave them 10 days to reply in the letter but haven't had a word from them. Any ideas what to do next?

Ps. In reply to gavinp, yeah we've tried *234# but it just says "Sorry, the service requested is not available".

No need to apologise for resurrecting this old thread, it makes far more sense than starting a new one to continue with the same issue.

I think give tehm a few more days and write to them again and cancel. Not sure what the process is for getting your number transferred, but you do need to write and state exactly why you have left and also that your letter has been ignored.

Keep copies and keep them for 6 years, because they will probably set a debt collector on you after a few years.

jd87

DVardysShadow wrote: »

No need to apologise for resurrecting this old thread, it makes far more sense than starting a new one to continue with the same issue.

I think give tehm a few more days and write to them again and cancel. Not sure what the process is for getting your number transferred, but you do need to write and state exactly why you have left and also that your letter has been ignored.

Keep copies and keep them for 6 years, because they will probably set a debt collector on you after a few years.

The thing is our bargaining position is weakened by the fact that we would like to keep our TV and internet with them. Cancelling is just a threat really, I just want them to fix it or compensate. Might call them later today and ask if they have had the letter. If they say no I'll just have to resend it as I can't find the recorded delivery receipt (doh!).

hunkyidol

As for the caller Display issue, When I switched to sky my caller ID ceased working too although Sky said it was active on the line. After weeks and weeks of calling them I got nowhere.
Little did I realise after doing a little internet research it was Sky's Broadband Filters causing the problems. If you have any old adsl filters from previous broadband suppliers I suggest you try them out. It sorted out my problem straight away.