Sky and ex-directory

Nolly_2

Up until this month I was a fairly happy Skytalk Customer, having joined them in August 2010.

On 2nd August I received a phone call from a very nice lady about something, and I happened to ask her how she got my number. She told me it was in the phone book. When I was with BT I was ex-directory, and I was given to assume I was with Sky...

When I joined Sky, I was initially told that I could keep my number, with no changes to provision. Then I got a letter with my 'new number' - I rang Sky and was told that, sadly, this was so, but there would be no disruption to service.

Anyway, I rang and complained on 2nd August and was told a complaint would be raised and i would hear from them within 10 working days.

On 21st August I rang again - and was told that I had now been made ex-directory. I was, apparently, not ex-directory two years ago as I had not asked to be! I asked to speak to a manager, and was put on to a customer services supervisor, who told me the same. I asked to speak to someone in management in the Skytalk division, and was told I could not, and would have to write or email.

I sent an email, and received an email of apology, and an assurance that I was now ex-directory. I explained that was not a satisfactory answer, as my address and number is in thousands of phone books and on websites.

I received another reply that said the same as before.

I then tweeted the sky help team, who seem to be a bit more on the ball. I explained the problem, and have reserved the right to make a formal complaint to the Office of the Information Commissioner for contravention of Section 13 of the Data Protection Act.

I have been asked if I would like a new number. I have said this would be a sensible partial solution, but only if Sky can guarantee no break in provision of my broadband while this is set up. I have also indicated that I would like to be compensated for the breach in my privacy (so far I have a £5 which I was told would be applied on 2nd August but which was this week), and the hassle and stress of notifying everyone of a new number. I haven't pointed out that my address is still freely available, but that is in the pipeline.

My complaint has now been passed to the 'executive support team' who will 'be in touch' directly.

Have I missed anything?

Neil

ktothema

This is general mo with sky, everybody is in the directory unless you specifically request being ex directory. There is no option to become ex directory during sign up. We learnt the hard way like you.

Nolly_2

I have just got a call from the Executive Support Team -

A reasonable credit to my account and they are going to renumber my phone line - so a new phone number!