Sky keep on surcharging and not reading their customer logs

JoelyG

For 7 months now , Sky TV fail to acknowledge that their testing protocol for sky+ and skybox telephone connection is at fault, their customer records are incomplete, not shared amongst service (ha, ha) staff and customer relations addresses the subscriber as if he is an illegal broadcaster syphoning the transmission elsewhere.
Promised credits have not been realised, surcharges have mounted and the same repetative testing protocols have resulted in the same conclusion. Oh you are X directory (am I the only one?). Please can I be rescued, get some accountability. Who is Ms/Mrs or Mr Complaints. All I want is money back and to unsubscribe (without delay) for an outfit who has ha[STRIKE][/STRIKE]d my business for more than 10 years and do not acknowledge it. Any advice please ?

penrhyn

Are all your Sky boxes connected to a working telephone line?
This is needed for you to get your multiroom discount and ensure that the boxes are not being used at different premises.

bengalknights

When you say its at fault do you mean the boxes dont dial them or that your number is withheld so wont log on skys system to show up as these 2 would have to be rectified by you.

JoelyG

Thank you for your interest. Yes both boxes are connected. A Sky engineer installed them in June of this year after three warning letters to connect. Sky have no record of this work. I have a job reference number and evidence the engineers fee was paid.

JoelyG

Unfortunately, I can't answer your enquiry. On each occassion when I run through the test procedure, the screen confirms the telephone line is connected until the last sequence where the test fails. Beyond this, I have been told that the problem is because of X directory status and that this can be recitified by inserting a digit into a series of numbers (this has been done more than twice), that there is nothing they can rectify except mark it as an exception. Problem is that each we start from no records, my word against their. It's as much an admin failure as a technical one. Need to connect with someone who is named, responsible and accountable. Thank you for your interest

spike7451

When you call Sky,ask the agent for his Chordiant ID,which is his log on for the SMS they use.You say the box fails to connect,is this both boxes or just one?..If it's just one,it could be a faulty modem in the box that's doing it,try this,
Click Interactive,select Sky Customer Services.If that doesn't connect,they disconnect the black phonelink from the phone extension & then plug a phone in there.Do you have dial tone?..
Secondly,do you have any sort of number block on the phone line,like mobile call barring?..Being ex directory shouldn't have an impact on the call backs.

brewerdave

Is your phone service provided by TalkTalk ?? There is/has been an issue with multi room Sky customers who have their line connected to Talk Talk's equipment at the exchange - my s-i-l has to phone Sky every so often because the automatic callback fails and they want him to pay double subs!!!!

JoelyG

Thank you for your interest. My phone supplier is Telecom Plus. I need to find someone with seniority and named in Sky to sort this for me.

penrhyn

Yup, that will be the Talk Talk network. Telecom Plus who trade as !!!!!!! use them for their telephone and broadband.

Have you tried emailing the MD? Jeremy Darroch.

Buzby

For info - customers who Withhold their numbers are not a problem to Sky, as THE FULL TELEPHONE NUMBER is provided via the originating network and logged by Sky, whether the customer has their number set to show or be withheld. It is sent as part of the C7 signalling field, which is used by Sky to cinfirm the installation and line number are the same.