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Sky catalogue of errors and they want to charge me!
Saveitandsee
Posts: 46 Forumite
Ongoing issues with Sky...
I called up and cancelled multi-room several months ago. I checked my D/D the following month and right enough, the price had lowered so I thought no more of it.
A few months ago, I was having issues with my signal and after trying everything suggested on the 'no signal' help guide, I contacted them. They said they could send an engineer at the cost of £45 or I could pay £60 and not only would i get an engineer, but it would put me on an extended warranty which would cover me for several issues plus ALL engineer call outs for 6 months. Of course, I went for the extended warranty.
The engineer came told me that it was likely a neighbouring tree causing the problem and he couldn't help or install the dish any higher. He told me that it was illegal for the tree to be higher than the gutter of the neighbouring property and that the council (who own the property the tree sits on) had an obligation to cut it down. When asked, he wasn't able to elaborate on which piece of legislation he based this upon.
It transpires that there is no such law and the council refuse to trim down or fell the tree. So I phoned Sky again to cancel. The woman I spoke to told me that though the engineer couldn't re-position my dish, the special heights team could and would I like her to arrange this. Of course, I said yes. Three phone calls later and she had still not managed to arrange it; there was a problem in that I have a warranty via Sky with Domestic and General but this company doesn't sent out 'Special Heights' engineers. She said she'd need to speak to her manager to try and arrange a special heights visit and she'd phone me back. She never did phone back. I then logged into my account to find that they had marked my contact as a 'package review' and that it was 'resolved'.
I submitted an online form to query this and was told to phone Domestic and General to query the position of my sky dish. No response was given about why it had been marked as a 'package review'. I checked my bank account and found that my DD had increased. So, I submitted another form asking why and got a generic response saying that there was a £10 per month charge to keep the pause and rewind feature on the multiroom - which I NEVER asked to keep as the TV is no longer used in the second room.
I've just phoned Sky and been told that they don't know why but the whole multiroom was cancelled as requested but then the sky + was added back on. They will refund me for the months they have added these charges. I also explained the whole rigmarole about the lack of signal and no engineer. They want to charge me for the visit.
I don't think this is acceptable given that
a) I am supposed to be covered for ALL call outs
b) Their first engineer misled me into thinking that there was a legal solution to my issue which is why I have remained with sky - I was under a false impression that the problem could be resolved easily.
c) The Second person I phoned never phoned me back, then saw fit to close my help request with an incorrect marker
d) Had they not mislead me by A),
and C), I would not have been paying for a service for several months that I haven't been able to use and worse than that, they added a feature on without my request or consent and overcharged me.
I'm currently on hold to sky while this lady speaks to her manager to try and ascertain if they can get the special heights team to help and if so, what they are going to charge me for the pleasure!! Help...
I called up and cancelled multi-room several months ago. I checked my D/D the following month and right enough, the price had lowered so I thought no more of it.
A few months ago, I was having issues with my signal and after trying everything suggested on the 'no signal' help guide, I contacted them. They said they could send an engineer at the cost of £45 or I could pay £60 and not only would i get an engineer, but it would put me on an extended warranty which would cover me for several issues plus ALL engineer call outs for 6 months. Of course, I went for the extended warranty.
The engineer came told me that it was likely a neighbouring tree causing the problem and he couldn't help or install the dish any higher. He told me that it was illegal for the tree to be higher than the gutter of the neighbouring property and that the council (who own the property the tree sits on) had an obligation to cut it down. When asked, he wasn't able to elaborate on which piece of legislation he based this upon.
It transpires that there is no such law and the council refuse to trim down or fell the tree. So I phoned Sky again to cancel. The woman I spoke to told me that though the engineer couldn't re-position my dish, the special heights team could and would I like her to arrange this. Of course, I said yes. Three phone calls later and she had still not managed to arrange it; there was a problem in that I have a warranty via Sky with Domestic and General but this company doesn't sent out 'Special Heights' engineers. She said she'd need to speak to her manager to try and arrange a special heights visit and she'd phone me back. She never did phone back. I then logged into my account to find that they had marked my contact as a 'package review' and that it was 'resolved'.
I submitted an online form to query this and was told to phone Domestic and General to query the position of my sky dish. No response was given about why it had been marked as a 'package review'. I checked my bank account and found that my DD had increased. So, I submitted another form asking why and got a generic response saying that there was a £10 per month charge to keep the pause and rewind feature on the multiroom - which I NEVER asked to keep as the TV is no longer used in the second room.
I've just phoned Sky and been told that they don't know why but the whole multiroom was cancelled as requested but then the sky + was added back on. They will refund me for the months they have added these charges. I also explained the whole rigmarole about the lack of signal and no engineer. They want to charge me for the visit.
I don't think this is acceptable given that
a) I am supposed to be covered for ALL call outs
b) Their first engineer misled me into thinking that there was a legal solution to my issue which is why I have remained with sky - I was under a false impression that the problem could be resolved easily.
c) The Second person I phoned never phoned me back, then saw fit to close my help request with an incorrect marker
d) Had they not mislead me by A),
and C), I would not have been paying for a service for several months that I haven't been able to use and worse than that, they added a feature on without my request or consent and overcharged me.I'm currently on hold to sky while this lady speaks to her manager to try and ascertain if they can get the special heights team to help and if so, what they are going to charge me for the pleasure!! Help...
0
Comments
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just for future ref. Sky Free phone numbr 08000466432 saves yo a fortune.make the most of it, we are only here for the weekend.
and we will never, ever return.0 -
Since you write very lucidly I suggest you copy your comments into printed a letter and post it, Recorded Delivery, to BskyB's offices. Be sure to include all of your account details and STATE what you want them to do.
(Most people think they can save time by phoning. Now you know different.)0 -
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albionrovers wrote: »==
Anyone know if this works from Tesco mobile? I suspect not.
The 0800 number will 'work', but it won't be free from mobiles-not yet.
Maybe next year.No free lunch, and no free laptop
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If you have to use a mobile (apart from a Gifgaff one, which includes 080 numbers f.o.c.), you could always use the 020 7126 7020 number.Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.0
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Thanks folks.
The lady ended up having to ring me back. Before she did, I told her that I wasn't happy and why and asked her to pass this on to her manager. Well it seems that her manager agrees with me. They are sending out the Special Heights team in a couple of weeks time free of charge, paying a credit to my account for the months I've not been able to use the service in addition to the sums they had overcharged me, and if the special heights team cannot fix the issue by placing the dish higher, Sky will cancel my subscription with immediate effect so that I don't have to pay a penny more.
Delighted with the outcome, but given the failures to date, I won't give a big thumbs up until I can see that they have done as promised.0
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