SKY - how do I complain?

selenaoj

I joined sky on the 11th September having been offered a reasonable package for broadband, phone and TV and an engineer was booked for the 16th to install the sky TV which went ahead without any problems. Last week I still hadn't heard from the phone engineer and hadn't received the router which I paid to have delivered and contacted sky with regards the delay and was told I would have to contact customer services. I spoke with someone today and seemingly my telephone provider wouldn't release my number and they had cancelled the order (on the12th but hadn't informed me, bearing in mind I agreed to a package and not sky TV). After 40 minutes mainly on hold C5DALB was ready to discuss new terms and conditions and offer me a new package??? (I had already agreed a package with a sales adviser) I reminded him I was calling a premium rate number and had my daughter to collect if he could hurry up at which point he ended the call (and no I wasn't rude to him, sky you have the recording please listen to it).



After picking up my daughter and taking her swimming I called back. Speaking with C5JB22 (aka Jamie). The final conclusion they would be willing to give me the same package.......but I would have to pay £75 for the router. I refused to pay it (why would I when I wasn't asked to pay for a router initially) and I asked to cancel my account as I am still within the cooling off period. On the 11th I paid £25 for a month in advance, on the 30th a direct debit of £31.?? was taken from my account for the next month's rental and £6.?? for postage and packaging of the router but I was advised I would only be entitled to £9.?? back. Can anyone do the maths, sky TV was only installed on the 16th of September, I haven't even had it for a month. I can only assume they are refusing to give me back my advance payment. Having asked to speak with his manager (which he refused to allow, as the manger was busy on another call but was still able to give him instruction) he eventually suggested that if I paid the £75 they would credit it back to my Sky account, it was the only way to move forward. A mugger on the street would be more subtle!

mije1983

http://help.sky.com/articles/how-to-make-a-complaint

teddysmum

The first payment with them is nearly always odd, as their policy is to pay a month in advance. The first bill covers arrears to date and is then soon followed by a second bill which is payment in advance. Thereafter bills are monthly, on your agreed date.