Sky Mis-sold?

S4of9

Hi everyone,
I'm looking for some help regarding Sky.
I was signed up by a rep who offered TV, Phone and Broadband for £30 per month. I said it was important I had Unlimited Broadband for video chat with Uni. He said it was Unlimited.
On the peperwork, 'Everyday Lite' was ticked. When I asked he said it's because that one is the free one, so to ensure I didn't pay for it, it had to be down as that, but it would actually be Unlimited.
At every stage of the sign up and installation I have had letters or been told I have Everyday Lite and if I want Unlimited, I have to pay an extra £7.50 per month.
So was I told I would have Unlimited so that I'd buy the contract? I would not have signed up otherwise.
Thanks for any input

bod1467

Door-step sellers don't work directly for Sky - they work for a marketing (?) company and are paid on a commission-only basis. Therefore it is in their (not your) interest to get you to sign, so they'll likely tell you anything you want to hear to get your signature.

Thus (IMHO) you have been mis-sold. The problem will be in proving it unless your requirement for unlimited is written down anywhere. If you're still in the cooling-off period then you have the right to cancel.

macman

Clearly devious doorstepping, but why did you think anything called 'Lite' was Unlimited? Even 'Unlimited' is subject to an FUP, so it's not really Unlimited.
The moral of this (as ever) is don't sign up on the doorstep or at a street stall. Even if they're honest and truthful then you are still giving them the commission that you can have. None will have better offers than can be found online. Research the market and sign up online, using cashback sites where possible.

kwikbreaks

S4of9 wrote: »

At every stage of the sign up and installation I have had letters or been told I have Everyday Lite and if I want Unlimited, I have to pay an extra £7.50 per month.

So why did you go ahead with it?
Are you still in any cooling off period so you can cancel?

That said the standard "unlimited" Sky broadband is reckoned to be good so I think your best bet will be to just use it normally and if/when they ask you to upgrade do it.

S4of9

Hi all, thanks for your responses.
@Macman, as I explained he said he had to put it down as Everyday lite because that was the FREE option (so to get it for free), but it would be unlimited. This is a person I've been out drinking with, so you do tend to take someone like that at their word. All the evidence I have are Facebook and Text messages from him saying he will sort it out. I'm over my cooling off period now. I do like the Sky, and need the broadband for work, but I'm worried about going over the limit now.
Like kwikbreaks says, I think I will just go about my business until they say something about going over usage. When that point comes do I just say I should be on Unlimited and explain to Sky themselves what happened with the rep?
Even just getting on with it I think it's disgusting that they behave like that. He'll be living it up with his ill-earnt commission while I'm worrying about using too much internet and not being able to afford the upgrade! Good things happen to bad people huh! I might just start lying to people to get them to buy things! >:/
Thanks again all for your advice...

xbrenx

This may or may not help...

I am on the Lite broadband with Sky too and when I signed up I said I'd need the unlimited because there are 3 of us that use broadband on computers then there's the phones accessing thru wifi. I was told to start off with the lite and if I went over the limit 3 months (in a row I believe) they would automatically change me but they would let me know it was going to happen.

I have now been using the service for a year or so and have yet to be told even once that I've gone over any limits.

S4of9

Thanks for your responses. I have been in contact with Sky. I've spoken to them on the phone, they told me I had no proof, I said I had the text messages. I said I wanted to cancel and they said I can't because I'm in a contract (that I said is void because of all of the lying). This is what I'm going to reply with, does it sound ok? They also offered at the end of the call to upgrade me for £7.50 pm as well! The nerve! Thanks guys


After talking to Sky representatives on the phone, I have been told to contact you again.
Yes, you did send several letters stating 'Everyday Lite', and each time I contacted the Sky rep who sold me it, and was re-assured that he would sort it out. As for being told that I do not have proof because it was door-to-door, I have the text messages sent between myself and the rep.
So I have been lied to on numerous occasions and telling me that I cannot cancel my subscription is infuriating because the contract was mis-sold.
It is unacceptable to lie to people in order to get them signed up and you should be ashamed for using such practices.
Regards,
Mr Long




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Date: Thu, 18 Aug 2011 10:21:52 +0100
From: To:
Subject: RE: Missold complaint (Broadband) (KMM9798420I15977L0KM)


Hi Shaun

Thank you for your recent email.

I have checked back our records and it appears you were set up on Everyday Lite broadband. This would have been confirmed in the numerous correspondence we issued.

You are still currently on the Everyday Lite and will only be upgraded to Unlimited in one of two ways. Either by contacting us to request this upgrade or by continually going over your usage and then we would automatically upgrade you to Unlimited and advise by email that we had done so. Both of these options would result in the broadband being billed at £7.50 per month.

I hope this information helps with your enquiry.


Thanks
Sonia

Sky Help Centre




Original Message Follows:

---

Hi Barbara,
Thanks for your response.
I understand the cost of 'upgrading', however my complaint is that I was told that, for the price I pay now, I would have unlimited broadband, not Everyday Lite. Since I am on Everyday Lite, this means that I was lied to when I was sold the package.
Regards,
Mr Long

From: Sky Help Centre
Sent: 13 August 2011 11:41
To: Subject: Re: Missold complaint (Broadband) (KMM9720804I15977L0KM)


Dear Mr Long

Customer Account Number: 6
Thank you for your email regarding your SKy Broadband Subscription.

I telephoned your home and mobile today, Saturday 13/08/11, unfortunately, I was unable to talk to you.

I wish to confirm you that you are at present on an Everyday Lite Broadband Subscription which is free.

However, if you wish to upgrade to Unlimited Broadband, there will be a monthly charge of 7.50 (GBP) per month. This is normally 12.50 (GBP) but is reduced because you have a Sky Talk Subscription.

If you still wish to upgrade then please respond to this email, or you can telephone Customer Services on 08442 41 41 41 where one of the Customer Advisors will be happy to assist you, please note all calls to Sky Television are free for you.

Kind regards

Barbara
Customer Welcome Team.

Original Message Follows:

---

Enquiry Type:

• Missold complaint (Broadband)

Description:
Hello, I recently received an E-Mail from you saying that you will soon start monitoring my Everyday Lite usage. When I signed up to Sky I did so with Unlimited Broadband included in the price. When I asked why 'Everyday Lite' was ticked I was told that in order to get this free, this must be ticked, but I would definately have unlimited broadband. If this is the case, why I am being told you are going to monitor my usage? I look forward to your response. Regards Mr Long

83jlg83

I dont see the problem .. your getting free broadband , your not over the usage , so technically your getting all the broadband you need .... why are u pushing to go on unlimited bb and pay 7.50 for a service you dont seem to need as your not exceding bb lite limits ?

steveE2

Yes lied to by your drinking buddy,

you did send several letters stating 'Everyday Lite', and each time I contacted the Sky rep who sold me it, and was re-assured that he would sort it out.

Never did though,did he?
Have you asked him why he hasn't sorrted it out?
Why continue with the order despite being told you were getting Lite not Unlimited?

Now,here's a Sky package
Sky Tv Variety Pack £19.50
Sky Unlimited Broadband £7.50
Sky Talk Freetime £0.00
Monthly total £27.00

S4of9

You're right, it was my fault for believing someone when they said they were going to sort it. I should've cancelled the order straight away. It's not their fault they lied to me right, it's my fault for believing them. They should be allowed to continue these practices because it's ok. If people are gullable enough to believe them then it's their own fault.
I'm not pushing for Unlimited Broadband, I'm outraged that they think it's ok to lie to people, I thought that others would feel the same rather than just think 'well ok, nevermind'.
Thanks for your advice guys, I'm off to put the head in the oven now for being a stupid gullable moron, and for considering challenging them.