Sky Talk/Broadband - Over 12months lack of service

demon2010

DO NOT USE SKY - SEE BELOW FOR DETAILS OF MY LAST DITCH ATTEMPT TO SORT OUT SKY AS THEY CLOSE MY COMPLAINTS AS RESOLVED WHEN IN FACT THEY ARE NOT RESOLVED - I THINK THEY DO THIS IN A DILIBRATE ATTEMPT TO GET A LOOP WHOLE IN COMPLAINTS NOT BEING REFERED TO OMBUDSMAN

Please can you respond to my poll as I would like to pass on the results to SKY


From:
Sent: Thursday, November 29, 2012 6:56 PM
To: [EMAIL="mysky@bskyb.com"]mysky@bskyb.com[/EMAIL]
Cc: [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] ; [EMAIL="Andrew.Higginson@bskyb.com"]Andrew.Higginson@bskyb.com[/EMAIL] ; [EMAIL="Tom.Mockridge@bskyb.com"]Tom.Mockridge@bskyb.com[/EMAIL] ; [EMAIL="Nicholas.Ferguson@bskyb.com"]Nicholas.Ferguson@bskyb.com[/EMAIL]
Subject: Complaint - ombudsman/watchdog


To whom it may concern,(or will finally take it seriously)

I am writing in relation to the poor service I have received from Sky. My details are as follows:

• Name - ****
• Address - *****
• Account number – *****

Please see below for a list of my grievances;

1. ISSUE REPORTED IN AUGUST 2011 FOR TV/BROADBAND & TELEPHONE
2. COMPLAINT ORINGALLY REGISTERED IN OCTOBER AS YOU NEVER RAISED THE ISSUE WITH MY TELEPHONE/BROADBAND JUST TV
3. Unable to use Telephone due to poor line quality (notes from your agents can verify this as you had to call me back on my personal number in order to understand the calls on many occasions)
4. Resolution of the above problem was impossible as you would close complaints without contacting me (raised complaints about this with agents on numerous occasions)
5. You would say you called me but not leave a message OR SEND LETTERS TO VERIFY THIS CLAIM OF TRYING TO CONTACT ME.
6. I work away and have this service to help Father as he is housebound (DISABLED)– you have been authorised to discuss with him details on the account to help resolve this when i am away from the property – this never happened
7. Numerous engineers were sent to the property but never a broadband and telephone engineer at the same time – my own research on the problem suggests doing this would have resolved the problem and i did try and request this however was told that this could not be done.
8. I have been left with a telephone socket hanging from the wall and my telephone still does not work and is in fact worse than when I reported as there is now no dial tone at all.
9. Numerous promises from agents advising that they would come back to me /resolve my issue – did not occur
10. Managers have promised me refunds with no materialisation or notes on the system (i think this is directly linked to me asking said manager to make a complaint about the service she had given me 10th Nov 2012 @ 14:00)
11. You have listened to calls and lied about the content – advised that i did not discuss the refund of my service charges or that they were agreed on the above phone call.
12. I regularly speak with agents but when i call back to chase find out that they have left no notes – therefore you are unable to do what you promised. I think this is an intentional scam to make people give up!

I have spoken to several different departments agents/team leaders & managers all of which apologise and say what a terrible service I have received but no one really cares/does anything. I feel I have been very patient you



I expect you to refund all the costs associated with my telephone broadband for the entire duration of the contract or since activation (which ever covers all dates of my service). I am currently in the process of having a new provider install a telephone and broadband service as you don't care about your customers.



I have been in contact with the ombudsman and am requesting a deadlock letter to enable me to take the matter further.



Secondly



Subject access request:

• Name - ****
• Address - ****
• Account number – ****

Please supply the information about me I am entitled to under the Data Protection Act 1998 relating to:

• your personnel file – all information held records of calls/notes left by agents/details of actions taken by sky in relation to my accounts etc;
• any emails/letters sent since activation of my contract
• transcripts and digital copies of calls (you cannot be trusted to provide accurate information based on above dealings with SKY – see bullet 12 along with others).
• I wish you to send every piece of information you have on the system in relation to my name

If you need any more information from me, or an additional fee to the £10 enclosed is required, please let me know as soon as possible.

It may be helpful for you to know that a request for information under the Data Protection Act 1998 should be responded to within 40 days.

If you do not normally deal with these requests, please pass this letter to your Data Protection Officer. If you need advice on dealing with this request, the Information Commissioner’s Office can assist you and can be contacted on 0303 123 1113 or at

Yours Faithfully


Emma Meaney-Quantrell


cc’d to below addresses recorded delivery



Sky Talk Customer Services (postal order enclosed to this address as this address was provided by ombudsman)

Po box 43

Livingstone

West Lothian

EH54 7DD



Customers Relations

Sky Subscribers Services Ltd

PO Box 43

Livingston,

West Lothian

EH74 5DD.

demon2010

I was promised contact by 12pm today and .... Nothing i know my mail was tinged with venom BUT.... all I want is my money back as promised on 10th nov.

They are currently saying the £165 refund they agreed wasn't agreed because no notes on the system and somehow... it was never mentioned on the call they listened to??!!!

They are liars and as soon as I get the calls back I will try to forward onto watchdog who are currently looking at the details I have sent to them.

demon2010

I've today had the Executive support team call me today - not sure if this is based on e-mails I sent :smileywink: or the fuss I've raised on here.

Lets see what happens.... I'm not holding my breath as the snow may delay my response (west lothian office)...

However I have report the issue to watchdog and suggested they check the sky forums