MSE News: Sky takes over O2 and Be broadband: What does this mean for customers?

hubb

Well i got free weekend and evening calls.

truckid

Sorry, One key point I forgot to mention. I am an also an existing Sky TV customers, however I had already given my cancellation notice for the TV package 3 weeks ago, and its due to be cut off next week.

I spoke to someone else last night in the Sky/O2 team and she said that because I have had Sky TV in the last 12 months (i,e. I still have Sky TV for another week) she wouldn't be able to offer me a deal on TV.

She said the they do offer tv deals for existing O2 customers, but thats only for those that haven't had Sky TV deals in the last 12 months. How true is this ?

Quentin wrote: »

Go back and speak to someone else.

They do offer deals that include free TV.

(eg #562)

jem16

truckid wrote: »

She said the they do offer tv deals for existing O2 customers, but thats only for those that haven't had Sky TV deals in the last 12 months. How true is this ?

I would say that's pretty true.

CosmicTen

hubb wrote: »

Just to confirm I got a very nice phone call from Sky to say they have listened to the tape and indeed they did promise to give me £75 credit. This will now give me 12 months LL and BB with free weekend and evening calls at £3.75 a month. They also update me at every stage via texts.

So far I cannot complain.::beer:

Well done! Glad you got your confirmation.

Just to clarify, when I spoke to a guy at Sky who took me through my options and handled my choice (who I must say was very good) he did warn me, when the letter comes through, ignore all the costs, he said letters were going out with the wrong information (probably standard package costs) but as someone else mentioned on here, the £75 credit will be on the bill and the other costs will be correct. I got exactly the same letter as you Hubb

Some other relevant information that might help;

Changing your mind - by law the distance selling regulations apply and as I confirmed with Sky, you have your statutory 14 day cooling off period, on top of that Sky give 30 days in all. Plenty of time to change your mind if the bill does go wrong or what they do is different to what they said, and failing that you could always go for breach of contract but I'm sure it won't come to that, there is just lots of information floating around and variable quality in support staff.

Talking to Sky about your O2 transfer - Don't talk to anyone about specifics other that Sky staff that are on the O2 transfer team as other either know very little or in my experience nothing at all. So go through the security procedures and then ask to be put through to the O2 transfer team.

The 0800 number - It goes through to Sky, that is it's answered by someone who says it's Sky. Whether or not it's the old O2 team or now actually Sky is another matter but either way the service is fine.

The regular Sky charge number (08442 414141) - If you are taking up the phone line with Sky as well, the support number is then free of charge, once you are on sky with your phone.

The £75 credit and managers - As mentioned, credits that appear on the screen for offer have to be cleared by a manager. Mine was cleared while on the phone, I waited while he did this. If you are told they will do this after the call then make sure you follow it up at some point.

Caller ID - It's free on sky.

Your BT phone number if going with Sky phone - You can take it with you, it's done so by default.

Fibre Optic upgrade - I was told that if I'd like to upgrade to Fibre Optic in the future, I can do so with free installation charge, normally £50. Cost per month is greater.

Contracts and Going to Sky - If you transfer to Sky, you are in for a 12 month contract.

Broadband stylie - Unlimited and no traffic management

Sky Vs BT phone call costs - Sky UK daytime costs are ever so slightly higher, point something of a pence greater, it's a tiny amount, figures are always rounded up.

Early termination (after your cooling off periods) - You have to pay the remainder of your contract.

An e-mail from Sky saying you should've had a letter by now (but you haven't!) -
If this is the case, do phone them as it suggests. They will probably take you through 3 options there and then (Broadband only, Broadband with Phone, Broadband/Phone/Tv) Broadband can be regular or fibre optic. They have said that many letters have not gone out for some reason, and a number may get lost in the post. The other sort of option is to 'ask' to be delayed in any move and you should be able to stay on the current O2 system until Spring 2014 ***at which time your service will be terminated and you will no longer have any dealings with them or broadband.*** CORRECTION; They will contact you with options but will not terminate the service without ample notice or the customer asking to do so, see (http://www.sky.com/shop/welcome/faq/)

What happens with BT if I take Sky phone - Sky contact BT on your behalf and move you over. You don't have to do anything. In a few days to a week you'll get a rather functional letter from BT saying you've decided to move, if this is not the case or you've changed your mind then phone them. There is no sales, no begging to come back even if you've been with them for years, it's all rather perfunctory.

* My caveat - This is all information I have found by talking to Sky and asking the questions, I take no responsibility for anything incorrect, if you want to know for sure ask Sky.

Above all, take it easy. It'll all work out in the end.

Quentin

CosmicTen wrote: »

Changing your mind - by law the distance selling regulations apply and as I confirmed with Sky, you have your statutory 14 day cooling off period, on top of that Sky give 30 days in all. Plenty of time to change your mind ......

Although you can change your mind regarding staying with Sky, you cannot "reverse" everything and return to o2!

CosmicTen wrote:

The other sort of option is to 'ask' to be delayed in any move and you should be able to stay on the current O2 system until Spring 2014 at which time your service will be terminated and you will no longer have any dealings with them or broadband.

No.

By delaying your migration you won't be terminated next year (unless you want to). (They now say this will go past Spring, and are talking about June/July being their latest guess as to when they will "shut" o2.)

Delaying means going to the back of the "queue", instead of migrating when your turn comes due.

When they reach the end, you can still migrate to Sky then, or move elsewhere - it's your choice.

CosmicTen

sanfly wrote: »

truckid wrote: »

Originally Posted by truckid
Also was told that once I request the MAC code, theres 'no turning back' - I wont be able to then cancel the MAC/cancellation and ask for the one of the 2 offers. How true is that ?

Another Sky lie, that is why im leaving cannot believe a word they say, MAC code lasts 30 days if you do not use it you stay with them, email below from their team.

I think you've misunderstood what truckid was saying that Sky said. What they mean by no turning back is that they won't give you the O2 to Sky transfer discounts if you allow the MAC code to expire, rather than the MAC code will cancel your account and you can't stop it.
To be fair I don't think this is a Sky lie, but a misunderstanding.

Thing is with Sky, if you did allow the MAC code to expire and they said, sorry we can't give you the discount, if you asked nicely and said you do want to go with them if they did the same discount, it wouldn't surprise me if they said, okay, no guarantees of course but they do seem to go to extraordinary lengths to get business.

FYI, I'm no fan of Sky, yet. Thought O2 were damn good though.

CosmicTen

Quentin wrote: »

Although you can change your mind regarding staying with Sky, you cannot "reverse" everything and return to o2!

Absolutely. I'm just referring to your right to cancel the contract, just to be clear.

Quentin wrote: »

No.

By delaying your migration you won't be terminated next year (unless you want to). (They now say this will go past Spring, and are talking about June/July being their latest guess as to when they will "shut" o2.)

Delaying means going to the back of the "queue", instead of migrating when your turn comes due.

When they reach the end, you can still migrate to Sky then, or move elsewhere - it's your choice.

Last communication I had said Spring, but it sounds like it's going to take longer than they thought given what you've said.

No idea where I'd read about the switching off, (may be I dreamt it?) but yes, you're right, this is Sky's current stance according to their site;

You’ll be able to remain on your existing services until Spring 2014 – when we expect to complete the final transfer of services for customers who are happy to move to Sky. If you’ve chosen not to move to Sky, we’ll be back in touch to explain your options. At no point will services be switched off without customers asking Sky to do so, or without Sky giving plenty of advance notice.

Thanks for clarifying those points, probably a few mistakes in my list but hopefully it'll help.

Funfi

Thought I would post the deal I got with Sky today, as an o2 customer, in case it is of use to anyone else.


I'm an o2 free BB customer, don't have Sky TV (and not had a Sky contract in last 12 months). I'm due to move to Sky in January for £7.50 pm BB only. I have a landline with another company, which is out of the contract period, so was looking for a BB and LL deal (no TV).


I called 08448 245 480, the number stated on my 'switching' letter and chose option 4 to leave Sky.


I have stayed with Sky as they have given me BB and LL for £7.50 pm. Unlimited broadband, line rental and free weekend calls (midnight Fri to midnight Sun) are included, 12-month contract. Happy with that deal although I note from previous posts (wish I'd seen them before I called Sky!) that a £40 credit might have been available or could possibly have had it for £3.75 pm.

nickbeee

I queried whether I would need to return the O2 router as I'm moving away from O2/Sky.

Thanks for your email. As we've sold our Home Phone and Home Broadband account to Sky, we don't need our router back. Please be rest assured that you'll not be charged anything for not returning our router back. I hope this helps. Regards Anil O2 Home Phone and Broadband Customer Service Team


So no £30 charge any more for non-return!

ahappychappy

I wish i had come here first as i have been with O2 bb for years and decided to ring Sky on the 30th as Funfi above to see what they would offer. i wanted bb and ll and was offered £15.40 for ll and free bb thus double what everyone else seems to have been offered.

I thought it was a good deal at the time. i rang the o2 switching number and confirmed with the guy on the end i was speaking to the right department but i seem to have been given a worse deal compared to other people.

Is this how Sky does business as i am now quite unhappy?