Sky,who would have them.we never will again!!!

jem16

DMHReaper72 wrote: »

If anyone can offer help please comment or PM me

Check to see your box recognises the connection. The modem could be faulty in one/both of them.

http://www.sky.com/helpcentre/tv/standard-sky-box/error-messages/my-phone-line-is-not-connected/

If you have an HD box, press Services, then Settings, then Signal. It's on Page 2 of the Signal Page

miss_trust_2

if it's any help, once it is all fixed you can get the the full charges back from sky, if you are going to incur Bank charges, send a letter in to customer relations and detail it with proof of charges and ask for them back

steve_and_kayla

Update on Sky:
After speaking with a very senior member of their complaints department.

a full investigation was carried out on our account & it was found that some staff members did not make any notes or made unacceptables entries on our account. when we were offered credits to our account,the staff member offering these discounts did not enter them into our account,this on a few occasions.

in the words of the very senior member, we have been subjected to extremely poor,unacceptable and substandard customer service on all but 2 occasions since we first had trouble in January 2011.this would not be tolerated by Sky.

we have now received a full apology and a compensation offer from Sky,which has been accepted by us and have been assured that Sky will work very pro actively to prevent this from happening ever again to anyone.

nat_80

do any of you have any contacts for sky please ? I have spent approx 4-5 hours this week on the phone without success, one call alone was 47 minutes long. Despite admitting fault and a customer service agent agreeing the overcharges they made would be credited and my direct debit was to be cancelled whilst they sorted out installation of broadband (waited in all morning for them not to show) they have told me they will disconnect me because cancelled dd.
Now been told today that they do not cover costs and can only offer an apology - if I wish to remain a customer I need to reinstate dd and they will issue a credit "within 6 months". Every time speak I get a different version - they refuse to respond to my written complaint and have basically said pay or we will disconnect. if anyone can help at all I would really appreciate it. thank you

steve_and_kayla

nat_80
here's a few
jeremy.darroch@bskyb.com mysky@bskyb.com stephenvanrooyen@skycustomersupport.com

hope this helps

steve_and_kayla

Nat,
i used to waste my time speaking with Sky on the phone, the executive team that eventually sorted out the year long problems we have endured told me that the number you call ( on the bottom of your bill) is a call centre & not actually Sky.

email jeremy.darroch@bskyb.com and stephenvanrooyen@skycustomersupport.com
plus look at Sky website for complaints,there is a section on there where you lodge an official complaint,when you have lodged the complaint Sky have 8 weeks to resolve it to your satisfaction (within reason).

you can also write to them at
Customer Complaint, Sky Subscriber Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD

if they fail to do that then you can lodge an official complaint with the Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Strictly_Buttercup

Steve and Kayla, I can sympathise with you as I'm currently having my own problems with Sky. Have had no tv since last Friday and have gone between live chat and phone calls to try and get it resolved. Apparently there is a system error on my account which is preventing them from booking an engineer I was originally told it would take 24 hours and then told it would be 48 hours and then today even having since Monday to fix the error, I was told it would be another 48 hours! No one took ownership of the case and no one was prepared to help me. I sent an email of Complaint to Customer Services, Jeremy Darroch and Executive Customer Services this morning and got a phone call about an hour ago from someone in Technical Support at Sky who told me they were taking ownership of the case, advising there was still an error on my account but they will phone me at 11am tomorrow morning with an update and to discuss the case more then. I'm hoping this means then that my error will be given top priority to be fixed.

I wouldn't have minded if someone just took ownership of it and kept me updated but to speak to lots of different advisors and no one is willing to help I just thought was disgraceful and very bad customer service. Will update how I get on but just shows how effective making complaints to the top brass of Sky really can help and also shows how poor their call centre staff really are. I think major retraining needs done! Like most others who have commented on here, I hadn't had any problems with Sky prior to this either so was deeply disappointed about the way I've been treated.

steve_and_kayla

Strictly Buttercup
not sure if you have seen one of the replies that i put on.
this is what we did & it worked.
i used to waste my time speaking with Sky on the phone, the executive team that eventually sorted out the year long problems we have endured told me that the number you call ( on the bottom of your bill) is a call centre & not actually Sky.

email jeremy.darroch@bskyb.com and stephenvanrooyen@skycustomersupport.com
plus look at Sky website for complaints,there is a section on there where you lodge an official complaint,when you have lodged the complaint Sky have 8 weeks to resolve it to your satisfaction (within reason).

you can also write to them at
Customer Complaint, Sky Subscriber Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD

if they fail to do that then you can lodge an official complaint with the Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Strictly_Buttercup

I received an email from the Executive Support Team yesterday who told me that they had escalated the error and it would be fixed in 24 hours but guess what, no phone call at 11am! I have heard nothing from the person in Tech Support who had promised to phone me and take ownership of the case. I have messaged Sky Help Team on Twitter to ask why I haven't been phoned and awaiting their reply. If this isn't sorted I am cancelling today! I am so angry about this particularly because I thought it was now getting somewhere. I am now wasting more time on this!!! Sky's Customer Service is absolutely disgusting!!!

steve_and_kayla

Strictly Buttercup
try this
Customer Complaint, Sky Subscriber Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD.
they say they will try to resolve any issues within 10 days,although after lodging an official complaint with sky subscriber services,you have to give them 8 weeks to resolve the complaint,if after that time the complaint has not been resolved then write to the Ombudsman at

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
email them
enquiries@os-communications.org
or use this link
http://www.ombudsman-services.org/communications.html

tell sky what you will do ( REF ombudsman) even send them a copy of the letter that you will send,stating the nature of your complaint,that gives sky something to work on.

i think that may work