Sky charging more than agreed, and are calling us liars

hanvyj

We spend a long time trying to get broadband (BT failed, Talk Talk took a month to fail) Finally we went with Sky, they also messed up. (see the trend?)

firstly we rang up and were offered £29 a month, including line rental, if we took our broadband, TV and phone as a whole package. That was a very good price - more than we wanted but it included TV so we decided just to go for it.

It took about a month for them to get anything done, mainly becuase they would do things one after the other - putting in skybox took weeks, only after that did they put in a phone line, which took a couple of weeks and so on.

After we were ready to be all connected we got a letter in the post saying "do you want to buy broadband to go with your phone/tv?" and we got very mad...

Turns out that the broadband connection had gone "wrong" somewhere (something to do with the BT connection sockets) and no one told us, they just canceled it! This added annother couple of weeks to the date.

We were worried this wouldn't count as a deal because our broadband was cancelled and then added months later. We were assured on the phone that this wasnt the case, and we would have a monthly bill as it was before of £29.

After a couple of months our bill settled down and we realised we were being charged arround £45 a month.

It took us weeks to contact anyone in sky. We have just managed it and they pretty much say we are lying. We asked to cancel and they said that because we were lying we would still have to pay the cancelation fee.

Is there anything we can do? Can we force them to listen to the origional recording? They refused to let us listen to it. I am really fed up with the way they have treaded us.

macman

Sky do not install broadband or phones. All such work is done by BT Openreach, regardless of your ISP (BT Retail, TT or Sky-it makes no difference) The delays are invariably down to OR, so you will never get your TV and landline service installed simultaneously, and Sky cannot control the OR schedule.
You need to put your complaint in writing to Sky with whatever evidence you have to support it.

hanvyj

macman wrote: »

Sky do not install broadband or phones. All such work is done by BT Openreach, regardless of your ISP (BT Retail, TT or Sky-it makes no difference) The delays are invariably down to OR, so you will never get your TV and landline service installed simultaneously, and Sky cannot control the OR schedule.
You need to put your complaint in writing to Sky with whatever evidence you have to support it.

The problem is they are the ones with the evidence, assuming they keep the recording of the sale? I have no idea if they will or not. All we have is the notes we made while on the phone, with "£29" written down and the first name of the operator, why on earth we would have written this down if we were told it would be £45 I dont know. We can't prove we wrote this at the time though, what is to say we just made it up now? I suppose we will have to write a formal letter requesting that we recieve the recording of the sale... If they say "no" then we are stuck though.

I'm definatley going to buy a phone that can record phonecalls in future!!!

EDIT - we can request a recording of the phone call via the security department or something, definitely going to

macman

Did they not write to you to confirm the details though? BasicSky TV package alone is £24.50, so they can't possibly have offered you a triple bundle for £29 except as part of a very short term promo offer. Are you sure that it wasn't just £29 for the first 3 months?
What package are you actually on?

hanvyj

macman wrote: »

Did they not write to you to confirm the details though? BasicSky TV package alone is £24.50, so they can't possibly have offered you a triple bundle for £29 except as part of a very short term promo offer. Are you sure that it wasn't just £29 for the first 3 months?
What package are you actually on?

Well, it was part of a short promotion I know that, its a lowest rate TV (we wernt that intersted in it - just because it was so cheap with it) unlimited broadband and lowest rate phone.

I figured the £29 was minus the line rental - my girlfriend actually ordered it, and she told me they definatley said it included line rental, and I'm sure it wasn't a "3 month" or whatever deal, it did seem too good to be true, but it was one of those "today only" deals so we went for it.

We were rather annoyed at how little info we got - nowhere did we get a contract with the amount we will be paying etc and because it was so messed up it took us about 3 months to actually get regular bills, never did we get any paper confirmation (for £29 or £45) in the post.

macman

'Today only' offers are never today only and probably more than you could get online using cashback etc. So if it was a short term promo, what was the term, if not 3 months?
What does your online account say re your package?
The current offer is unltd broadband free for the first 3 months, then +£7.50.
The package you have costs around £40 online.
Suggest you break down your bill to see what is being charged where.

hanvyj

macman wrote: »

'Today only' offers are never today only and probably more than you could get online using cashback etc. So if it was a short term promo, what was the term, if not 3 months?
What does your online account say re your package?
The current offer is unltd broadband free for the first 3 months, then +£7.50.
The package you have costs around £40 online.
Suggest you break down your bill to see what is being charged where.

Your Sky TV
1 Pack
Sky+ Subscription

Your Sky Broadband
Subscription: Sky Broadband Unlimited

Your Sky Talk
Tariff: Sky Talk Freetime

Sky TV
Open
Packages: £19.00
Sky Broadband
Open
Packages: £7.50
Sky Talk
Open
Line Rental & call features £11.00

total £37.50 (this is actually less than I thought, I was getting confused with the other bill we got see below)

Only letters we received other than bills about how much we were to pay was "£41.50" on the 8th of october (~2 months after we purchased it)

However, not only is this not £37.50, its what we were told our bill would be if we didn't take the offer when we purchased it - this didn't alarm us because it says "excluding any offers". I have no idea where they are getting these numbers from.