Sky cancelled my broadband & phone without my consent

danpetrevie

Hi Guys, I'm looking for a bit of advice for what I should do next.
Last month I rang Sky and told them I no longer wanted Sky TV as it was far too expensive (trying to play poker with them for a knock down price). I failed miserably but I'm not too bothered.

What I am bother about is the fact I instructed them to cancel the TV and leave the phone/broadband. I asked them if this was possible and the said it was no problem. They offered me 12 month free line rental if I stayed with their TV package. I kindly declined their offer and insisted theY keep my phone/broadband. Sky agreed to the above.

On the Sunday the 5th Feb I woke up and found that my broadband/phone had been disconnected. I rang Sky to complain as you could imagine when I was told I would be hit with a reconnection charge! "A reconnection charge I said?, but you have cancelled my line without my permission. Why has this happened?.
I was given no answer but was told I would be entitled to 6 months free broadband. This was a good compromise as this would save me £40. I agreed, payed the fee and was told this would happen.

The next few hours I was bombarded with sms telling me the order was successful. The order was approved. The installation date was the Thursday 16th Feb. "Great" I thought, very slick if not a bit congested with sms. Then 17:00 hit and I received a sms of a different ilk. "Your order has not been accepted. Please call blablaba"

I called Sky and was told that the order was cancelled due to my existing number not being available. As you can imagine I'm getting more irate with Sky. I again explained to them that thanks to their error of cancelling me without my permission I will now have to contact everyone I can remember my new number praying all the right people know. I was offered Skys apologies and was told that this matter was now passed to the 'Lollypop team' (my idea why they are called this later). The lollypop team would be able to move my order to a new one without any disruption to me. I was told this matter would be dealt with and someone should phone me back by Saturday 11th Feb to confirm everything. Saturday passed withou a peep...

This Monday (13th Feb) I called Sky to find out what they were playing at?! I was told the matter was being dealt with and I would be called asap. told them someone better call that day or I would go ape. An hour or so later I was sent an sms questionnaire from Sky about my recent order.rating from 0-10. Yup, a big fat zero from me!

I was called the next day. Not by the lollypop team but the questionaire department. They were wondering why such a low score? I explained the above. They agreed it was their error cancelling my account and that this matter would be resolved in the next day or two.

Yesterday passed and no call so I phoned today. They apologised for not getting back to me (a running theme from Sky here). I told them this was out of order and that I demand this to be sorted. I was told my account handler would get in contact with me. About 30min later I received an email telling me that my order was approved. "FINALLY" I thought... but another email popped up
AppointmentYour address Engineer installation
Monday 12 March 2012
08.00 and 13.00

16th of March!?!?!?!?!?!?!?!? Not good enough!
I've now called Sky and gave them an almighty rollocking (not mY thing but I've been pushed to the edge). They asked me what I wanted to do? I told them I wasn't letting them away with it and cancel. Oh no, I told them I want to speak to their manager, I want an apology, I want compensated and most of all I want an explaination of whats happen? i was told at 14:00 a supervisor would phone me back... since then no call!

Oh yes, i told you why I thought the 'Lollypop' team are called so?
My theory is, just like the whole of SKY.... THEY SUCK!!!!

What do you think my next move should be?

Ectophile

If you don't need the TV, and are fed up with their service, then you could always find another internet and phone provider.

But be aware that they are all pretty much as incompetent as each other if anything ever goes wrong.

danpetrevie

True but I think Skys deal is pretty good anf I would hope one day to have Sky tv when my finances can stretch it.
As I said Sky aren't getting the easy way out by me cancelling the order. I want answers and results for them.

Thanks for your reply!

Curr946

well i done a home move and as part of this was offered 12 months free telephone line rental. (had all three services) internet was poor in my new home and after some cary on and a number of bt visits i was told that they would not offer the service they has promised and cancelled the internet. I was told i could keep my phone discount (as the phone was on only to allow for the broadband) anyway they have since removed this discount telling me if i want to cancel the phone i would need to pay... erm !!!!!!...

Sky service for tv issues 9/10
Internet and phone 0/10...