Very Disapointed With Sky

alpalino

Hi everyone

I have a major issue with SKY, they let me down big time. Let me explain what they did:

Prior to signing a contract with Sky I was a Virgin customer, and although their prices are expensive, their customer service is excellent compared to Sky!

Due to the price increase I decided to leave Virgin and sign with Sky. Prior to signing a Sky representative came round to my house and we discussed everything in detail and I specifically asked if I would be charged any installation fees for the phone line (as I had tried to switch previously and they said that it would cost me £150). The representative assured me that there will be no installation fees and also we confirm this by calling SKY, so I signed the contract.

Within a couple of days I had a satellite installed and the TV services were active (all before Christmas). They said for the phone switch over it may take longer, approx a month.

During this month I received a letter from Sky explaining that an engineer will be visiting my house to install my BT land line. Two days before the engineer was due, I received a text message saying good news, an engineer is no longer required as I already have a BT line (which i wasn't aware) and on Friday afternoon I can install my modem and all services will be active.

On Friday I installed the modem, however we had no internet connection or phone line. When I called Sky they insisted that I had an active BT line, so I stated to them that the socket which is useable isn't working. However they insisted that the line is active so I tried the socket in my hall, behind my front door and it worked. The only problem is the location. I have wires running all over my hall and in front of the front door. This is an issue for any adult; however I also have a very curious 2 year child!!!

I called Sky back to explain the issue and even offered to send pictures, they said that there is nothing that they can do and the only way I can relocate the socket is by paying a BT engineer £160 to come. I explained to them that I signed a contract with Sky and not BT and that it is Sky's responsibility to ensure that the installation was successful and to the customer’s satisfaction. I also explained that I had specifically asked them about additional installation fees and once again they replied that the only solution is for me to pay.

After an hour on the phone I asked to be transferred to the disconnection department. I explained the issue, and asked how do I cancel my contract and they replied you can’t cancel your contract you can only cancel the phone line (which I thought it was strange as I have a package deal), so I then explained that if I wish to cancel a contract I am not just cancelling part of the contract, I also added that if I am forced to stay with Sky and I am unsatisfied then I will refuse to pay, allowing Sky to take me to court.

Can you please advice what I can do? Also, I am really sorry about long post, but I am really furious and don't know what to do.

Thank you

Kurtis_Blue

alpalino wrote: »

Hi everyone

Can you please advice what I can do? Also, I am really sorry about long post, but I am really furious and don't know what to do.

Thank you

Move your phone socket to where you want it? buy a wireless extension? its not an issue.

Basil1234

Kurtis_Blue wrote: »

Move your phone socket to where you want it? buy a wireless extension? its not an issue.

would agree just get an extension kit from b&Q or argos.

also without sounding rude here you bought 3 services from sky the fact is you not happy with one because the sky guy which was salesman and not an installation engineer would be the point sky could make in court. also in the terms will state seperate services sorry to say this you would not have a leg to stand on.
and its all stated in the terms and conditions which they have legal people go over with a fine tooth comb and you agreed to.

hope you sort it.

macman

The socket you have by your front door is the BT master socket, any wiring or extensions beyond that are your responsibility and no-one else's.
If you require a new line install then BT Openreach (who install the line on behalf of Sky) will provide a master socket in the standard price-but no extensions unless you pay a hefty extra charge, as you have been advised.
If you have an existing master socket then the line will be reconnected to that. Any non-working extensions will need to be fixed by you or your own contractor, you're probably looking at no more than £30-40 for a telecoms engineer or electrician to come out and fix it, sounds like either a loose wire, or possibly a new build where the extension has never been wired up.
Your phone and TV contracts will be separate as already advised.

brewerdave

Just one thing I'm curious about - isn't it now necessary for the installation guy (for the Sky system) to connect to a working phone line?Thought it was contractual to have the box connected for 12 months - when mine was installed the fitter put an extension wire in which ran to the working socket.

macman

Contractually yes, it is, but you can buy that requirement out for another £25 at sign up time. Quite often it seems the installers aren't bothered if it's connected or not.

spike7451

The Sky installer may have ran the phone hook up to the Sky box but the OP did not state if this had been done or where the PC is in relation to the TV.I agree the installers get out of fitting the phone lines,went to many a service call to fit the phoneline as the original installer couldn't be bothered however it's,imho,down to two things.
1-The OP shouldv'e pointed out to the Sky installer where the PC was & the extension shouldv'e been fitted there & then.
2-Bad training on the part of Sky C/S-Sales for not pointing out that an extension may need to be fitted.

hollieannx

Sky did exactly the same thing to me! So frustrating!

moonrakerz

brewerdave wrote: »

Just one thing I'm curious about - isn't it now necessary for the installation guy (for the Sky system) to connect to a working phone line?Thought it was contractual to have the box connected for 12 months - when mine was installed the fitter put an extension wire in which ran to the working socket.

They don't seem to bother. I told my Sky man I didn't want to go to the expense of having a phone socket installed just for that. He had an extension phone lead which he plugged into the phone socket in the hall to do his setting up. When he finished he unplugged it and left. Never heard from Sky - however they DO insist on it for multiroom !

alpalino

For me to use that socket requires some work. I need to drill the wall to pass the cables to other room. Also, why do I need to do all those work, if there were an engineer already scheduled to come to my house and been canceled by SKY. This is why I am upset. Why are they cancelling the engineer visit without asking me? I specificly told them that i needed a new socket and I specificly asked them if I will be charged for it? Because I knew for a fact they do charge. But they told me and promised me it will all be free.

PNPSUKNET

they wouldnt of moved the socket though, I used todo this type of work for BT and sky are correct what they are saying. Its really easy todo a socket its x2 wires