Sky wont let me cancel - shocking service

Gordon_Hose

spike7451 wrote: »

They do,but BT will never allow third party companies that are not direct contractors for them to work on their network.

I don't blame them either.

Imagine if all the operators were allowed to let their "Engineers" loose on the UK wide network! At least with only BT Openreach carrying out work there's 1 point of failure, instead of 50! lol

Guilefox

Update: I did email the address suggest by Richard (big thanks) outlining the poor service and systemic failures within their system/customer services and within hours had someone from a new secret department was dealing with my problem.

They are seeing if they can get an engineer out asap to get us up and running with no promises.

I have to say they spoke to my wife who did not suggest we be "compensated" for the nightmare we have been through or get free stuff, but I have a direct line to might call today and perhaps discuss this.

It seems the outsourced call centres Sky employs are not authorised to go that extra mile and are specifially trained to try and "get rid" of complaints.

Hope other people may benefit from the advice this thread! :T

Guilefox

macman wrote: »

They are separate contracts. Harsh to blame Sky for BT OR's screw ups.

I accept the small print might say they are separate contracts but I dont have a full sky TV as Skys contract says I need a phone line for the full interactive service I pay for and which they spam advertised and agreed to supply as part of a total package.

Also if I sold you a service such as plastering, would you be happy if I then got someone else (perhaps incompetant or a first timer) to do it and then, when that person messed up said ....don't blame me I didn't actually do it!

macman

You don't need an active phone line for a sky sub (unless you want Multiroom), you can buy that out requirement for a one-off £25 payment at sign up.

talksr

hangers wrote: »

I have been a loyal customer for 10 + years, after reading the great deals some current customers are getting, I tried my luck and rang last Friday. I hoped to reduce my monthly cost. No discount at all unless I reduced the package! I sent an email about my call to customer service cancellations and said that I felt it was very unfair that new customers were able to get fab deals, others getting discounts, M&S vouchers etc... and as a long loyal customer I was getting no benefits.

Anyway, no reply received until I emailed same message to the address Richard quoted. Received phone call tonight offering half price on main package and half price on line rental for 6 months.

So big thanks to Richard for posting the email address, managed to save about £28 a month for 6 months - will help.:j

All well and good, and well done Richard for that very useful post, but as a customer, you should not have to do this. I am disgusted with the way these larger companies treat their customers.
It makes no difference if you are old are new, you get miserable customer service. :mad:

[Deleted User]

I too had a problem with sky when we moved house. I emailed the CEO, my husband has a condition whic means if he collapses I have to get an ambulance, we had no phone service and they wanted me to wait 4 weeks to get it connected and charge me £60 for the priviledge; I got an upgrade on the TV, reduction on the line rental and broadband free for 12 months.

When we moved this time I asked about a reduction for my package and was told I could not have one, so I cancelled the TV and bought the Humax box referred to at the begining of this post.

I have kept the broadband and telephone....so far everything is working ok. Fingers crossed.

richard734

I'm glad everyone has found that addy to be useful.
As an aside, I only learnt about it during my 'Year of Intollerance' where I did not accept bad customer service and made a point of complaining until I got a fair result. This is probably the most useful website for CEO contact details.

http://www.connectotel.com/marcus/ceoemail.html

If you want to do this though, Karma says you must put just as much effort into complementing Good service!

Mark_In_Hampshire

On a point of legislation....

Although Sky might regard the TV and the phone/BB contracts as separate contracts, if they are all ordered simultaneously by the customer, doesn't the supplier have to fulfil the whole order else the customer has the option to cancel what has been supplied, because it was not what was ordered?

There's the "subject to survey" bit for the broadband, but that's not the issue or the clause that matters here.

Intrigued to know the correct legal answer to that one.

steve_and_kayla

21 JAN CANCEL TV HD PACKAGE ONLY
25 JAN OPERATOR NOT RECORDED DETAILS OF PHONE CALL
29 JAN CAncel TV ACCOUNT
2 MARCH OPERATOR NOT RECORDED DETAILS OF PHONE CALL
24 MARCH CUS REQ 7RL TIMES CANCEL TV ACCOUNT
31 MARCH OPERATOR NOT RECORDED DETAILS OF PHONE CALL
6TH APRIL WE REQUEST MANAGER CALL BACK
7TH APRIL OPERATOR CHECKS WITH OTHER DEPARTMENTS,3 PEOPLE INVOLVED
8TH APRIL SAME ISSUES ALSO REQUEST MANAGER CALL BACK

our telephone is still restricted.
Sky have admitted that the problems with our account is the fault of Sky.
I am still awaiting a response
our telephone number GIVEN

EMAIL TO SKY HEAD OFFICE
what do you think you are palying at?????.

in January we tried to cancel JUST the TV package & only receive the free channels.

you agreed to this & we were told this would be actioned,it wasnt.we had ALL of our services disconnected by you.

despite us phoning AGAIN, and you promising to get it right,guess what, you have STILL GOT IT WRONG!!!..

finally,we spoke to "Marie" who did get it right,we spoke to a manager & complimented Marie.Marie told us that SKY had made all the mistakes,which is true!!!.

Marie said she would make notes on the computer system that we had received bad customer service.

we tried to make a phone call today (07/04/11) guess what, WE HAVE RESTRICTIONS,....AGAIN!!!!.

what the hell are you playing at?,how do you expect to keep customers when you treat people as badly as this!!!!.

we were going to buy a freesat box & change our internet & broadband provider,due to Marie's action,we decided to stay with Sky.

NOW YOU HAVE GOT IT ALL WRONG AGAIN!!!!!!!!!!!.

we will now be buying a freesat box AND changing our telephone/broadband provider.
I require a response from you.

CAN THESE INCOMPETENTS NOT GET ANYTHING RIGHT???

steve_and_kayla

richard734,just read your post that contains the email address jeremy.darroch@bskyb.com

thank you, after many phone calls & still getting,as SKY have admitted,"Bad Customer Service" i have emailed Jeremy Darroch directly.
thank you