Internet from Sky doesn't work and I'm unable to access my account to fix it

gaz_jones

In January 2008 I took out internet with O2 Broadband paying £18 per month on a 12 month contract. I was happy with the service and price so stayed on the same contract up until the 19th March 2014. On the 19th, my account was transferred to Sky Broadband as Sky bought out O2's broadband service.

Since the move on the 19th, my internet has been down constantly. I have rang a number of times now to get this resolved but have hit a brick wall. Sky will only allow me into my account if I know the last 4 digits of the debit card that I registered with back in 08. I have looked at my bank statement for the time period and given them the number, which they say doesn't match their records. I have rang my bank and they supplied me with the last 4 digits of any cards I have had since 2006 onwards (3 different cards). I have rang Sky back and tried all 3 different card numbers but they say that none of them match.

My problem is that I'm now stuck. Sky wont let me into my account to troubleshoot why I have no interenet until I supply them with a card number that I don't believe I've had. At present, I'm paying £18 per month for a service that I'm A) Not receiving, and Unable to cancel. I feel a little stuck if I'm honest.

I have tried and tried with the call centre staff who have been little to no help. I have been refused to speak to a supervisor as "they will just tell you the same thing I have". I have emailed the complaints team a number of times with no response. I have emailed the CEO with no response. I really am stuck and don't know where to turn here. I'm tempted to cancel my direct debit as at least then they will contact me, but then that would put me in the wrong for non payment and I lose the high ground.

Any help or advice would really be appreciated. I'm stuck and don't know where to turn next.

MataNui

They cant do that providing you can prove your identity in other ways. For example if it is payed by DD then you should be able to provide the DD account number (works on the sky website). I would phone them again and record the conversation. Be polite and tell them that you want to cancel. If they refuse then ask why. Tell them you no longer have that card, payments are by DD anyway and offer to provide the account number or even a copy of your bank statement. If they still refuse tell them you have recorded the conversation and will be passing it to ofcom.

teddysmum

Are you on Sky's fibre, as the ADSL is maximum £15, with ex-O2 customers getting offers ? Also, is your broadband completely down or just slow ? If the latter, as you have recently changed, they are balancing your link and it will speed up.