Sky Contract!

purpleclouds

I'm a newbie, so please be patient if this post is in the wrong place! I have had no phone line for around 48 hours, (might be more, as I've been away) when contacting SKY, was told I had a 'thief' on the my line, and that maybe another phone company has tried to take over. I have had no contact with any other business regarding this, as far as I was concerned, I'm with SKY for both TV and telephone rental. When speaking to the agent (45 mins, at least 35 being on hold!!) he informed me that to be put back on with SKY, I will need to agree to another 12 months line rental!! Surley this can't be right, as a valued customer, or so they say, through no fault of my own, this has happened. When asked to speak to a supervisor, I was told that she will not say anything different to him, she was also in a meeting, and would contact me in the next week!! So frustrated at SKY, for all the money they have had off me, makes me mad! I refuse to sign yet another contract with them, and will look elsewhere for phone and broadband. Any advice would be grateful, Thank you

baza52

purpleclouds wrote: »

I'm a newbie, so please be patient if this post is in the wrong place! I have had no phone line for around 48 hours, (might be more, as I've been away) when contacting SKY, was told I had a 'thief' on the my line, and that maybe another phone company has tried to take over.

Sorry you had a "thief" and "maybee" another co has taken the line over.
Which is it?

korky69

if you are over your minimum contract, just ring again and ask to be put through to cancellations, they always ask why, they should pass you on to another dept.
tell them you are extremely unhappy with their customer service and explain (calmly) what has happened, and under NO circumstances are you signing up for a new 12 month contract.

1 of 3 "should" happen
they just let you cancel (unlikely)
they agree to sort out your line without changes in terms.
they sort out your line and also offer you 3 to 6 months half price

above all, keep calm, be prepared to cancel, dont take any s#*t off them,
it depends on your haggling skills, if they were to offer to sort the line out, you could try it on and say the whole episode as left you feeling bitter towards sky and still want to leave,
if after they still insist its your problem then just say ta'ta to them.

if you still really want $ky, just sign up again in a new name and get the offers going plus brand new equipment.

i got stung by them recently but ended up getting 6 months half price.

.....also, how are you phoning them? if not on another "sky line" or 1 that includes 0870 numbers, use saynoto0870

Flyboy152

Surely, if you have not agreed to changing providers, Sky relinquished your line to them without your permission. Ergo, that is their fault and they should be compensating you for your loss of service, not trying to screw more money out of you.

purpleclouds

Thanks for the advice. I am currently waiting for Sky CS to all back, will let you guys know the outcome! See you on watchdog lol

Drunkstar

Flyboy152 wrote: »

Surely, if you have not agreed to changing providers, Sky relinquished your line to them without your permission. Ergo, that is their fault and they should be compensating you for your loss of service, not trying to screw more money out of you.

Not at all. IF thats whats happened then Sky arent at fault (though its really crappy CS that they would expect a new 12 month contract). As far as phone lines go if another provider (be it BT, TalkTalk or anyone else) requests the transfer of the line then the holder has to relinquish it. In theory it makes it easier for the customer to change companies, in reality it often creates this problem of companies taking over lines without the consent of the end user, a process called slamming.

But yeah, long story short is that Sky cant refuse the swap over of the phone line.

Flyboy152

Drunkstar wrote: »

Not at all. IF thats whats happened then Sky arent at fault (though its really crappy CS that they would expect a new 12 month contract). As far as phone lines go if another provider (be it BT, TalkTalk or anyone else) requests the transfer of the line then the holder has to relinquish it. In theory it makes it easier for the customer to change companies, in reality it often creates this problem of companies taking over lines without the consent of the end user, a process called slamming.

But yeah, long story short is that Sky cant refuse the swap over of the phone line.

Not without confirming with the subscriber they don't.

Drunkstar

Flyboy152 wrote: »

Not without confirming with the subscriber they don't.

Wrong. Its a process done without Sky being involved. Lets pick a random company, say TalkTalk, as the people taking over. They dont even contact Sky, they contact BT Wholesale and say that they have a request for the customer to go to them. BT/W then get BT Openreach to transfer the line to TalkTalk away from Sky. The automated computer systems should, in theory, tell Sky that the line is being changed, however in my experience this rarely happens until its too late to change it.

Even if Sky did recieve the notification the only way they could stop it is by the end user contacting them to say that the line is being moved without their consent. Then Sky could fill out an Unfair Trading Form and instruct BT/W to cancel the order. Also Im fairly certain that companies were told they couldnt contact leaving customers anymore about the change over, but that could be me mixing stuff up, its been a few years since I worked in the industry.

But the point is that its an automated process that Sky couldnt just refuse.