A problem with SKY

[Deleted User]

Hello everyone.

I have an issue with Sky and was hoping for a little advice.

On the 5th Nov I phoned up Sky to cancel TV, Phone & BB as I could get it much cheaper. All tho my BB and Phone were not in contract my TV was until Jan 31st 2015 so I couldn't cancel. Fair enough.

The guy went about trying to make my package cheaper, he removed movies, gave me the new monthly total and asked if that was ok, I sad yes.

About 7 days later I got a letter from Sky thanking me for re-contracting for 12 months for my BB and phone line, at no point during the conversation with the rep did he mention anything to do with a new 12 month contract on my BB or line rental. The conversation was about TV and nothing else.

12th Nov. Phoned up to complain, the guy said he would get his manager to listen to the call that day and she would ring me back, if for some reason the manager couldn't listen that day he would ring me up before 8pm and let me know the status. No Call.

18th Nov. Phoned up again to chase, no record of my phone call, explained the situation again, the rep said she would get a manager to listen to the call and I would get a call in a few days. No Call.

3rd Dec. Phoned again, explained again, got told that a manager was going to listen to the call and ring me back, the rep said she had made a note in her diary to ring me the Monday to update me. No call.

15th Dec. Phoned again, explained again, got told the same again. No Call.

Saturday 3rd January. Phoned again, got told by rep she had emailed the manager who was supposed to listen to it, emailed her own manager and I would get a call in 3 days. No call.

I am fed up of phoning, waiting, explaining, waiting, phoning, waiting. I want to fill my sky box with raw steak and throw it in the tiger enclosure. I just don't know what to do now.

At this point I have been paying for over 2 months of things I never wanted.

I want to write a letter of complaint, in the letter I want to set a time limit for them to action my letter. My problem is I don't know what rights I have (if any). Can I set a time limit, say 15 days, for them to respond to my letter? If they don't want can I do?

I do not want to be a Sky customer anymore, I am fed up with people fobbing me off.

Thanks for reading my wall of text and I hope it didn't bore you


It certainly made me bored. :(:(:(:(

helenmcasmith

We had a similar experience with Sky. We emailed to query why we were being charged £2.50 a month for NOT having sky TV (We have broadband and Sky line rental only). We were then called by phone and offered reductions by removing some voice call back options to which we agreed, thus reducing the bill. A few days later we received a letter from SKY stating that our new 12 month contract had been set up. We did not realise that we were tied into a 12 month contract so we emailed to state that we did not wish this and we would continue with our previous monthly amount. We were emailed back stating that we were tied into this new contract. How can SKY behave like this? Nothing was signed. We emailed immediately to state we did not want this new service, so how do customers stand legally when they are tricked into accepting one thing on the phone, then it turns out to be something else? How do we complain?

teddysmum

Have you tried posting on the Sky forum ?

[Deleted User]

No I havent, I went over there to do it but there didnt seem to be a particular sub forum for account problems. Ill give it a go.

wiogs

"at no point during the conversation with the rep did he mention anything to do with a new 12 month contract on my BB or line rental. The conversation was about TV and nothing else."

That was naughty.

I renegotiated my deal with Sky and it was made very clear to me that I was entering into a new contract.

Get them to listen back to your call.

[Deleted User]

wiogs wrote: »

"at no point during the conversation with the rep did he mention anything to do with a new 12 month contract on my BB or line rental. The conversation was about TV and nothing else."

That was naughty.

I renegotiated my deal with Sky and it was made very clear to me that I was entering into a new contract.

Get them to listen back to your call.

This is the problem, I have chased this up 4/5 times now and each time they say they will listen to the call and will get back to me but they never do. Then about 7 days after my phone call I get an email saying "thanks for staying".

I guess I will write a letter