SKY CLI charges.

T-e-e-n-a

I need some advice on behalf of my Parents. They have had SKY for 20 years and have paid for the full package since day one. They currently have Sky HD in the living room and Sky + in the bedroom (multiroom) which is costing them £68.50 a month.

In Nov 2009 my Parents realised that Sky had been overcharging them for over 2 years, when worked out it came to over £1000. My Mother contacted Sky in Nov 2009 and was told that this was for CLI charges (they said the 2 digiboxes were NOT connected to the telephone line). This was NOT the case. The 2 digiboxes were connected to a spare BT box which was used for the boxes alone and no telephones. The Sky representative then gave my Parents 2 days to find out what the problem was.

macman

The non-working extension socket is not Sky's responsibility. It is not even BT's, as they are only responsible for the wiring up to the master socket. Your parents alone are responsible for that wiring, whether they know it is faulty or not is not really relevant.
The Sky terms are that both boxes for Multiroom must be connected to a working line.
I agree that Sky are being hard on this point, but contractually I don't see that your parents have any get out at all. It appears they have not been checking their bills regularly.
No authorisation is required to change the amount on a direct debit.

Kurtis_Blue

Feel for your parents but I agree with all above, I cant see a legal way out, hopefully someone here knows a loophole.

Lines are your responsibility, monthly bills for 2 years stated charges, letters were sent as per agreement.

Do Saga or age concern have any legal helplines that can at least make a case?

macman

Best option for your parents is to cancel their Sky sub forthwith, and switch to Freesat or the Sky FTA channels. They will recover that £1,000 in about 14 months.
That's the only response Sky understand-the one that hits their profits.

T-e-e-n-a

My Parents didn't check their bills or needed to until I set up internet banking for them in Nov 2009. This is when they discovered the discrepancy. Also not everyone checks their bills or bank statements regularly and that isn't really the issue here. The issue is that Sky didn't send any letters.

Who goes around checking telephone boxes to see if they work? When you are using a telephone that works, you assume that any other BT boxes within the same house are working.

My point is, although Sky cannot be responsible for the faulty wiring, neither can my Parents, it is a legitimate mistake and Sky should see this.

Maybe this is why Sky made a profit of £622m within 9 months in 2009.

spike7451

A copy of any letters sent to a customer is electronically stored on a customers account on Sky's SMS system,Chordiant.These letters can be re-issued to the customer at any time so I'd be asking for copies of these.
And if Sky say that's bull,then tell them a ex Sky employee who's worked on Chordiant told you.

T-e-e-n-a

I suggested cancelling their subscription and they probably will, although it's a shame, as my Father loves his Sports and where they live, they cannot receive cable, so satellite is the only way to go for them.

Sky wouldn't care if 1 customer cancelled, it's a drop in a very large ocean for them.

T-e-e-n-a

spike7451 wrote: »

A copy of any letters sent to a customer is electronically stored on a customers account on Sky's SMS system,Chordiant.These letters can be re-issued to the customer at any time so I'd be asking for copies of these.
And if Sky say that's bull,then tell them a ex Sky employee who's worked on Chordiant told you.

Thanks Spike, although would it be possible to tell when they were sent, or could they just send new letters saying they were back dated?

macman

Your parents were responsible for ensuring that both boxes were connected to a working phone socket. They didn't do this, so I'm afraid they are responsible, though it may not be their fault. You seem to fail to see the difference between fault and responsibility. If a tile falls off my roof and injures someone, it may not be my fault (I didn't know it was loose), but it's still my responsibility.
They then exacerbated the problem by not looking at their bank statements for two years.
I think you have answered your own question about Sky. A reasonable company would take a more sympathetic view on this one, but Sky are not reasonable. They will take the view that your parents may have been sharing the Multiroom with another property and they cannot prove otherwise. In the absence of that, you have no possibility of winning this one.

spike7451

T-e-e-n-a wrote: »

Thanks Spike, although would it be possible to tell when they were sent, or could they just send new letters saying they were back dated?

Cant remember where but in a sub menu on Chordiant the is a listing of everything that has been done on your account which includes dates,times ect.Whenever you speak to anyone at Sky,get their Chordiant ID number.
So yes,you can see when they were sent.

jumpycheese1

spike7451 wrote: »

Cant remember where but in a sub menu on Chordiant the is a listing of everything that has been done on your account which includes dates,times ect.Whenever you speak to anyone at Sky,get their Chordiant ID number.
So yes,you can see when they were sent.

My friend requested a letter to be resent. I think there is a covering letter dated with the date of requesting. The letter (can send one letter at a time) will be issued exactly how it would have been orginally been sent - date, everything.

Are you sure the address is correct? I worked for call centres and there were some numbnut CSAs, who when changing the address, filled in the whole address form, instead of entering the postcode then select the full address from the list. I remember a customer living at say 14a (street name) and I had to override the address as 14a didn't come up.

With the long way of doing this, CSAs made spelling mistakes and hense why some customers never received any communication from us. I remember another customer whose postcode ended 2DP and it was listed as 2PD! The best one I saw was Py-hate Dive instead of Highgate Drive!