sky complaints email address

Moneymaker

See reply #2 above.

JoRudge

I have found myself in a position where I have had to email the CEO.
Here is the email I sent explaining what has happened to me- let me know if any of you have been in a similar situation as I will probably take it to Ofcom if he doesn't sort the situation out (unless any of you have better advice).....

Good Morning Jeremy,

I am severely dissapointed with the service I have received from Sky.
If you read the correspondence below you will see why.

It seems that the staff are not willing enough to investigate my situation fully and it is really stressing me out, so much so that I would be happy to take this to Ofcom and get the account with Sky cancelled fully. I do not want to have to go through this any more.

I first took out Sky when I was living on my own in December 2010. I moved to my parents in May 2011 and moved my Sky services over. It took around 7 phone calls and 6 months for my broadband to get set up because of your 'system problems'.
I was told each time that there is an error on the system which isn't allowing the direct debit to get set up and until this is resolved it is impossible to get the broadband up and running.
I thought that this was poor service in itself, so I rightfully called and complained. I was told by the agent I spoke to that I would get the broadband half price for the first month (or something like that) as a gesture of goodwill.
In February 2011, I decided that I wanted to cancel the Sky TV and keep the boradband and phone service running because I wasn't utilising the Sky TV enough and needed to reduce my monthly bill for financial reasons. I was told that I would have to pay early termination charges because when I was given the month half price I was enrolled into a new 12 month contract! I was not advised this was going to the the case at any point.
Again I complained, and was advised that this information was sent to me by email which failed. Why was I not told this on the phone when I was supposedly given the month half price as a 'gesture of goodwill'? And why should I be enrolled into a new contract just for being compensated for the poor service you have given me? It's all wrong.
You will see in the 2nd email down in the correspondence below that because the email failed and I was not informed I would be enrolled into a new 12 month contract, as a 'gesture of goodwill', my Sky TV was to be cancelled as of the 21st March. My broadband and phone were to be kept running so you hadn't completely lost me as a customer at that point.
I have not been able to pay my bills for my broadband and phone because the early termination charges are still showing on my account. I refuse to pay these because I was advised that these wouldn't be charged since I wasn't ever informed I'd be enrolled into a new 12 month contract.
I called in yesterday because my broadband and phone have now been cut off. I wanted to pay the outstanding amount for these and get them back up and running. However I am again being told by your staff that I owe for early termination charges.
I can prove in the email correpsondence below that this should have been resolved.
Clearly the last person to respond to me hadn't bothered to read the earlier correspondence.

Please resolve this as a matter of urgency. Unless I receive satisfactory service, I will forward all correspondence to Ofcom and have all of my Sky services cancelled.

Regards,
Joanne Rudge

burkitt1986

sirmarcus wrote: »

Glad to have helped you get a great result and well done.:)

hi both do you know if both of these email addresses still work?

ive had an absolute nightmare with sky and need to vent!

geniebiker

My son has recently had appalling treatment via Sky.
I paid a bill for him using my debit card,there was a fault with his.Despite the account showing a payment,a E mail acknowledging the payment they refused to accept the bill was paid and cut him off.
In order simply to get services back on he paid a second time,the account now some £77 in credit.
Today again he was cut off,on calling he was told that he paid £15 short last month so he was in arrears,despite being as i have said £77 in credit.
I have passed on the E mails address to him

[Deleted User]

geniebiker wrote: »

My son has recently had appalling treatment via Sky.
I paid a bill for him using my debit card,there was a fault with his.Despite the account showing a payment,a E mail acknowledging the payment they refused to accept the bill was paid and cut him off.
In order simply to get services back on he paid a second time,the account now some £77 in credit.
Today again he was cut off,on calling he was told that he paid £15 short last month so he was in arrears,despite being as i have said £77 in credit.
I have passed on the E mails address to him

I understand Sky were wrong in this instance, but it sounds like he regularly fails to pay his bill.The fact that you had to pay the bill for him would seem to bear this out. Sky won't take such drastic action straight away, only when there is a history of late payments. The only way he can be certain of not being cut off again is to set up a Direct Debit.
He can certainly complain of being cut-off this time , but he has to take some responsibility himself for being a tardy payer.

rosy_philip

sciencey33 wrote: »

Hello does anyone have an up to date address for sky complaints as I sent and email a few moths ago to a couple of addresses I found fromt he forum but have heard nothing. I'm trying to complain about the pay once watch forever.

any help appreciated

Hey you can use this website to call them or to post an email to them.
contacttelephonenumbers

sallyc

have been trying to get through to Sky and have had lots of trouble finding information it took me 4 hours to find anything that would help me, was suprised that they told me wasn't the type of customer that they were targetting and that my subscription did not entitle me to have phone calls or emails from them. don't think they want to keep me as a subscriber. Also found them to treat me like something of an annoyance other than a valued customer who spends a lot of money each month on there services. am going to try to find another supplier.

mije1983

sallyc wrote: »

and that my subscription did not entitle me to have phone calls or emails from them.

What phone calls and emails do you think you are entitled too? :huh:

If you mean from retention type departments after you give your notice to cancel, then check your marketing preferences in your My Sky account as if they are not selected then you have in effect told them not to contact you.

keithbrown53

I can confirm that the Jeremy Darroch address works. I had a long running dispute with Sky, where I had complained that they had recontracted me with no justification.

I'd kept a log of calls with their contact centre, with notes on the various tales I'd been told.

8 weeks of nonsense was resolved by emailing the Jeremy Darroch address.

The next morning, I had a call from a lady in their 'executive team', who sorted out the shambles in 5 mins flat.

I am no longer in a TV contract with Sky.

:T

gibby9

In case anyone else checks this thread for contact emails i got a bounceback from the exec address saying doesn't exist.