Very poor service from Sky

Dr_Crypto

Seems that they don't want customers!

Dear Sirs,

I am writing to draw your attention to the appalling customer service provided by Sky with regard to the above account.

I moved into the above property on 23rd July 2010 and contacted Sky the next day to provide a telephone line, Sky Talk and unlimited Broadband package. I was informed by an advisor, Lorraine, that there was already and active Sky line at the property belonging to the previous tenant. She consulted with her colleagues and called me back to say that she had been authorised to close down the previous occupier’s account and that I would now be able to order Sky services.

When I attempted to do so on the following Monday (26th July) I was told that it would not be possible to order a line at all as the previous account was still open and could never be closed. After explaining that not only did I live in the property now but I wanted to give Sky money and become a customer the advisor relented and agreed that I could have a line if I supplied a copy of my proof of address.

I was called that Thursday (29th July) by Phillip from the Sales Department who had different information still. No longer was the proof of address required as I would be able to become your customer after all, this time on the 11th August when the previous account would be closed. Sadly when I was contacted by Adel from the Sales department on the 13th August to set up the account I was told that the old line was still active so I couldn’t become a customer unless I paid £39.99 and had an engineer visit. Reluctantly, I agreed and paid the £39.99 by credit card. We agreed an appointment on 31st August in the morning, which would have been convenient for me as it coincides with the end of my night duties.

Unfortunately, I received a text today (18th August) informing me that the man would be coming on 3rd September. This wasn’t the time I had agreed with sky so called your service center to see what the problem was. I spoke to a rather unhelpful agent who said that the “BT engineer is a very busy man and this is the first day he can do”. I pointed out that as a practicing NHS Doctor I would be unable to forgo my clinical committments to facilitate a visit by a telephone repairman and in any event I had agreed a time with Sky previously. She was not interested in this appalling service, but only in emphasising what an important man this repairman was. The first date I could do was the 14th September, nearly 2 months after I first tried to join Sky.

I’m sure that you’ll agree that I have been continually misinformed by Sky and its incompetent and unhelpful staff. It also seems that having to wait 2 months for internet and telephone services is rather excessive, given that I want the services and Sky, presumably, wants my subscriptions.
It also seems rather unfair that I’m being charged £39.99 to rectify the mistake of a previous occupant whom I have never met. Not only this but Sky staff say one thing and do another, for example saying that the appointment would be on 31st August and then changing it unilaterally.

In view of my poor experiences of trying to become a Sky customer, I’m beginning to wonder what level of service you will provide once you have my money. I would like to ask for some compensation for the difficulties I’ve endured at the hands of Sky’s staff. It would seem only reasonable to waive the £39.99 installation fee given that not only is there a line at the property so the point of the visit seems rather moot but that Sky were unable to honour the appointment they agreed to, meaning that installation is nearly 2 months after I requested provision of services. Perhaps you could also consider a discounted period of subscription as a gesture of goodwill for Sky’s poor service?

Thank you for your attention in this matter.

angel_islington

It's not uncommon for Sky to mess up, they did the same thing with me when I moved home once. More recently, they also told me that I didn't have Sky broadband even though I'd been using it for a few months quite happily. They kept telling me that I must be scrounging off of someone elses wireless network. It didn't matter how many times I said it to them, I kept getting told "you do not have Sky broadband". It was only when I sent them a letter with a speedtest.net image attached proving that my ISP was in fact Sky Broadband they admitted they were wrong and started to charge me. Anyway, they are the same as any big company with a lot of staff, seriously lacking in common sense the majority of the time. That said, once you push them they do seem to do something about it so I would be surprised if you weren't offered some form of compensation for your troubles. You just need to make sure they honour it.

It could be worse, they could be Santander. They make Sky look like angels.

lizimuffin

I had a complete nightmare with sky when I moved! Apparently somebody had messed with 'codes' on my account and the could not transfer the services over. And we had the same problem as you, they even asked to get in contact with the previous occupants to ask them to call sky and cancel their agreement.....I told them as they had died this might be a problem!! Eventually they said we could get the T.V but no phone/BB......in the end I got so fed up (a month of tri-weekly 3 hour phone calls, escalating calls to managers, and receiving no reply!) I sent an email to Jeremey Darroch the CEO and advised of the problem and said I was cancelling but would not pay my remaning service charges (had about 3 months left of contract) suprisingly I had a phone call the next day agreeing to the terms I had requested. I am now rid of them thank heavens, they were shocking!

Dr_Crypto

Thanks. That isn't too reassuring, sadly. If Sky still have an active line to the property I doubt anyone else would be able to "rake it over" to supply me. I would tell Sky to get lost but it seems to be simpler to keep it "in house" and their deal is reasonable.

I too asked them what would happen if the previous occupant was dead or in a coma. They were unable to answer and seemed to imply that the property could never again receive broadband! They can't even install new cables as I live in an apartment block.

Just have to wait and see what happens on the 14th Sept. As the man will be a real person with some sense perhaps he'll find a way?

glider3560

When you call Sky, your calls are taken by staff working for "The Listening Company Ltd", who are an outsourcing company where the staff are paid £5.80 to £6.00 per hour. For the first ten weeks of their employment, most staff are just agency staff before being transferred to TLC's own payroll. The interview process appears to look for people who can be argumentative and make their views heard (I know this 'cos I went there for an interview).

The reputation of TLC round here is that only people who are really desperate for a job even go for an interview there.

Just an insight into the people who take your phone calls!

Dr_Crypto

That explains a lot.
The staff just aren't interested in making money for their employer and are quite happy to misinform customers for an easy life.

preable

When i moved into a new house the pevious tenant had apparantly never paid sky so i had to prove i was the new tenant ect and pay a £10 fee

Dr_Crypto

I'd rather have pay £10 than £39.99 and have to get off work early to meet this man.

musicmaker29

I left sky last year and they won't let me forget it, it appears that they need to redirect some of their efforts into other areas of customer service! I feel like I am been constantly sent letter by sky 'please come back to sky' 'free sky for 6 months' 'sky loves you!' 'why did you leave sky? WHY? WE ONLY WANT TO LOVE YOU! COME BACK TO US'. its funny if nothing else lol.

^^^the obvious solution to the above problem is to get your 40quid back and go with someone else for you t'internet and TV!

Dr_Crypto

I would, but:

1. There is an active Sky line at the property. Nobody else could take it over, so a "new" line will be required in any event.
2. Sky are currently cheaper than BT for what I want (BB and phone).
3. I've wasted so much time on them it would be quicker to let them complete the job and complain from there.

DCFC79

I would have thought they would just unactivate the line then add you as a new customer and activate the line or is that now the way its done, is there an update with the issue OP