Sky have gone too far...

Reverend2009

Sky have finally, after 20 years of my custom, lost me. I have had an awful experience with Sky and they have shown what a truly incompetent outfit they really are.

On the 30th June I contacted Sky to change my Direct Debit instructions. Also, I downgraded my Sky package.

On the 31st July I was cut off.

I called Sky immediately and was told that, for some unknown reason, they didn't take the DD from my account on the 15th July. This was a Sky fault, and not mine. The representative at the call center confirmed this.

The representative then tried to take my DD details again. However, there was an issue on the system, and she apologised and said that my account would stay locked 'for up to 72 hours' as some other department (it was explained to me this vaguely so I have no idea what this department is). She was very sorry and said that there was nothing she could do about it. Still managed to take £50 from me on my debit card though.

Yesterday I called again, to see if anything could be done faster - after all, Sky was at fault in cutting me off and it's ridiculous that they cannot just put my service back on when they have made an error. Unfortunately though, I had no luck there. Same apology, same lack of interest.

Today I have been on the phone to Sky Customer Services for 30+ minutes. I have had to explain, in 10 different ways, how it is NOT my fault that the bill wasn't paid, it was Sky's fault. Having looked through the records the representative informed me that, even though I set up a new DD on 30th June, Sky then cancelled it on the 1st July. Why? "No idea", was the reply.

...of course at this point, this is all fairly irrelevant as I paid in full all outstanding charges on my debit card 2 days ago.

I was then told that it IS my fault, as I should have given my new DD instructions 14 days before it was due. My maths is bad but even I can work out that 30th June is SIXTEEN days before the 15th July.

I was then told that, in all likelihood, even when my service is resumed it is likely that I will have reverted to being on the full Sky package. And that Sky will not reimburse me for those additional costs as I shouldn't have allowed myself to be cut off! !!!!!!! Was the call center worker even listening!? I'd just spent 20 minutes explaining - and successfully, I thought - that it was Sky's fault I'd been cut off. She even admitted that! And not just that one call center worker either - all three that I have spoken to this week admitted it was Sky's fault.

I am absolutely disgusted with Sky. I have been a customer for YEARS. And yet, 2 weeks after a missed payment - which was Sky's admin error and not mine - I am cut off, then told there is a system error and Sky cannot put my service back on!!!

I have missed all of the programs I love, as has my wife. I cannot watch anything on the Sky HD+ box as that's been barred as well (surely this is illegal, to bar something I recorded previously?). I cannot record the series' I watch... Now I will have at least 3 series' with an episode missing (or more than one, if Sky doesn't pull its finger out)...

I am furious. I am very close to cancelling Sky altogether. They have little concept of Customer Service and no loyalty to their best customers.

Has anyone else had this experience? Is there a Sky rep who would like to comment - or, heaven forfend - help me!?

penrhyn

The Sky + facility is disabled when you cease to be a subscriber.

I suggest you send an email to Sky's Managing Director.
Be polite and give your state of affairs as concisely as possible.

jeremy.darroch@bskyb.com

Reverend2009

Thanks Penrhyn for that email address, I have now written to him - but expecting nothing on that.

macman

The reason you can't view existing recorded programmes is because, when you cease to be a subscriber, the box ceases to decrypt. Therefore you cannot view the programmes, which are encrypted. Nothing to do with 'barring'-and certainly not illegal.

Reverend2009

Funny how, after that huge post, the thing people keep commenting on is the fact I can't watch my recordings. Thanks guys. I get that. It's encrypted and I can't watch my recordings.

Please ignore that incredibly minor point and could someone respond with advice on the issue I am having with Sky itself?

Is there a department I should speak to?

Is there a way to get them to fix their problem faster?

Is there no-one in the entire corporation who has the power to override a blocked account when it's Sky who have made a mistake?

Cheers

marywooyeah

I agree that it sounds an awful situation and is clearly sky's fault. have you always spoken to customer service assistants or have you asked to go higher - I always do as like you say you end up explaining it to loads of different people and going in circles.

I would say to them thats its clearly their fault, they either put right the mistake and put you on the package you want or you will go over to virgin media - as soon as you name another supplier they suddenly can't do enough to help. If you are persistent enough they may even give you a discount on your package - mines currently half price for 6 months due to bad customer service.
hope you get sorted soon.

Reverend2009

Thanks Mary, yes I will try that - although we live out in the woods and I suspect Sky will know very well that Virgin aren't patching cables through here anytime soon!

...Still, with a Freesat box and LoveFilm subscription the only thing I'd miss was Sky Sports...

jimbojam64

penrhyn wrote: »

The Sky + facility is disabled when you cease to be a subscriber.

I suggest you send an email to Sky's Managing Director.
Be polite and give your state of affairs as concisely as possible.

jeremy.darroch@bskyb.com

their is no pint in complaining to anybody at sky as they are not INTERESTED in customers.

penrhyn

OP Sky have a number of Twitter accounts, you could try airing your complaint there as well.

@skyhd


Any response from the md?

Reverend2009

Hmmmmm, good plan... Twitter is an awesome way to get noticed as so many people see it. Will do that now

Tropez

jimbojam64 wrote: »

their is no pint in complaining to anybody at sky as they are not INTERESTED in customers.

Plenty of people on this very forum have mentioned how they have had success in resolving problems with Sky after contacting Jeremy Darroch so I wouldn't be too quick to try and put people off doing so because of your own prejudices.