Sky cancelled my phoneline and broadband

robcockermouth

Copy email sent to sky. Still waiting a response. Any thoughts folks?


Unfortunately I find myself needing to email you regarding my customer experience with Sky.
I now find myself now without Sky Talk and Broadband services.
I received a letter from you dated 23rd February which stated I "decided to cancel" my Sky Talk and Broadband services which was due to be cancelled on the 9th March 2012. I telephoned your customer services department on the 29th February to tell you I had not given my notice to cancel these services. The operative on the phone checked my record and agreed with me that no cancellation request had been noted on my account. I thought nothing more of it.

On the late afternoon on Friday 9th March 2012 I then lost phone line and broadband services. I phoned your customer support team to record a fault. After numerous attempts to test the phone line, your operator concluded that it was a fault at the exchange causing crossed lines, and therefore placed a request in with BT. I left Sky on their weary way to monitor BT's progress. Then on Saturday evening (10th March) I received a voicemail, which I only picked up this morning, stating my account had been cancelled and that was why I had no broadband nor phone line. I immediately called your customer support team to contest this and attempt to receive my services with you. Eventually after a 20 minute mobile phone call (AT MY EXPENSE) and a telephone call back it was acknowledged that my talk and broadband services wold be reinstated within 72 hours. In my view I find this unacceptable,

The loss of these telecommunication services are deeply frustrating and I am seeking recompense from you for the ca 30 minute ( i got cut off on the first call this morning) mobile phone telephone conversations I have had with your customer support team. In addition I am seeking some incentive from you to maintain my loyalty with you, which has been deeply tarnished with you. I would be willing to accept at bare minimum 9 months half price unlimited broadband, £100 cash and a new Router (like a new customer). I have also had to obtain broadband services though my mobile phone. This costs £15 per month which I am seeking to claim back from you.

All this could have been avoided if your customer support team had picked up on the bigger issues in the telephone call that I gave you on the 29th february referencing your earlier letter dated 23rd February.

In summary I am seeking reimbursement of my mobile phone calls with you (cost not known yet) and alternative broadband services through my 3G phone at £15 per month. In addition I am seeking a new pricing structure for our services to me. !These are discussed above.

I look forward to hearing from you. If I do not hear back within the next 5 working days I will assume that my customer loyalty is not important to you, and will therefore seek alternative broadband and phone line suppliers.

Update- I phoned up yesterday enquiring why my phoneline was still dead. They replied that no order had been placed and a new phoneline would take 14 days to implement.

Buzby

Incompetence? Hold out for a goodwill gesture, as that - plus a credit for any period the services were not supplied.

macman

Your requested compensation is completely unrealistic-especially the £100 cash. There is no SLA on a residential contract.

DVardysShadow

macman wrote: »

Your requested compensation is completely unrealistic-especially the £100 cash. There is no SLA on a residential contract.

While true, a SLA really only covers line faults and failure of service. This one is totally outside of the ambit of SLA's because it relates to false data being entered against the contract in an administrative messup.

DebiT

You may have more joy if you email their CEO, unless someone corrects me I believe it is [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

Dealing with customer svs is the most frustrating thing ever. I have just attempted to join for their telephone and broadband svc and have had a hell of a time.
Just waiting for it all to be installed ok to make sure there are no more problems, before I complain. If they fail to handle your complaint within a reasonable time frame you can contact the omsbudsman too http://www.ombudsman-services.org/communications.html

atrixblue.-MFR-.

i agree you could have worded everything differently. the ombudsman will only involvethemselfs after 8 weeks OR you have a full and final response within 8 weeks.

£100 compensation is unrealistic to ask no matter how frustrated you may feel.

a reduction in price!? your terms of contract prevents such action unless you the receiver and them the supplier work out a new contract. supply of goods and services act 1982 stipulates this.

whilst service was down due to their error, you are entitled to ASK to be reimbursed the telephone calls made to them, but as you no have idea of the cost of this they cannot engage in an agreement with you untill you and them know this.

5 working days to reply via e-mail is here nor there they could simply ignore it if they wish a written letter recorded howerver is not so easy to disprove they never recieved it. and ample time is 14 working days to respond.

what you can do is.

every written letter in response or have to make apply an admin charge of £15.00 including costs of recorded delivery via royal mail.

as for having to use you mobile internet that was entirely your choice,local library's offer free to use internet or if in a wifi hotspot could have used this alternative option whilst this was being sorted.