Taking sky to court

arsat

Its a long story,

I have been having issues since i took sky bundle.
I have spoken to sky customer services about the internet speed. After all the checks and support I was told that I will not be able to get more than 0.6Mb of speed on the internet. However, when I took the package I was told that I will get between 1.4 to 2.5Mb speed. I spoke to complain department who told me that I can cancel the package without termination charges for the complete package including telephone, broadband and TV. However, when I spoke to cancellation department I was told that I have to pay termination charges for TV. I told them that my skygo does not work as well as broadband is too slow to stream.
As sky has not been able to provide the service which was advertised, I would like to cancel the contract without any termination charges and would like part of the direct debit and installation charges to be refunded. I asked this of the complaints department, and they said they have authorised for the package to be cancelled and no termination charges would be incurred for tv, landline and broadband (but cancellation department said other department is wrong, complain department cannot waive off the termination charges).
It is unjust to entice customers into taking a bundle by offering free broadband, and when the broadband does not work, you offer to cancel just the broadband and line without refund and let the customer stuck with other services.

I have asked sky that as all my services are affected because of the slow internet, i should be allowed to cancel without termination charges as I want to take the bundle with another company.

Sky is not helpful in this regards and is asking for termination charges, should i take them to court to sort out this issue.

Cheers

macman

They are separate contracts, therefore if you want to cancel the TV as well then the full ETC will be payable unless they are prepared to waive it. However if you have that offered by one dept then it is not unreasonable to ask them to sort that out with another dept....its not your problem if they can't communicate internally.
Put your complant in writing headed 'complaint', do not phone them, do not email them.

jem16

arsat wrote: »

I asked this of the complaints department, and they said they have authorised for the package to be cancelled and no termination charges would be incurred for tv, landline and broadband (but cancellation department said other department is wrong, complain department cannot waive off the termination charges).

If by complaints department you mean that is being handled by the Executive Support team, then they do have the authority to waive early terminations fees and can override anything that any other department says.

if you have not been communication with the Executive Support team then I would suggest you drop the CEO an email explaining what has happened with the two departments and someone from the Executive team will pick it up.

arsat

[FONT=&quot]Hello Jem and macman,

thanks for your replies. My argument is that I bought all the services as a bundle, and everything is linked. If the broadband does not work, then the skygo services on tv does not work as well. It is like sky is luring customers into taking a bundle, and when one thing does not work they offer to cancel only one thing and let the customer be stuck with other things. If I cancel only broadband and take broadband with another company then its gonna cost me much more as I cannot take a bundle with other company.

I have following complains:[/FONT]
[FONT=&quot]1. For false advertisement of higher speed then what the line can handle. I spoke to sky technical team and they said that my line can only handle 0.6 mb whereas I was quoted a speed of minimum 1.4 mb. A fine can be imposed by the judge for misleading advertisement. [/FONT]
[FONT=&quot]2. For agreeing to cancel my package for tv, broadband and phone line without termination charges.
[/FONT]
[FONT=&quot]3. For sending me in circles to avoid the complaint, causing me huge inconvenience. The total time I have spent on phone is 6-7 hours. Compensation requested.[/FONT]
[FONT=&quot]4. For luring customers into taking a bundle with false internet, and when the customer complains about the internet, only offer to cancel phone and internet and let him be stuck with other services. [/FONT]
[FONT=&quot]5. For not agreeing to cancel sky tv, although skygo is not working and download fails. The excuse given by cancellation department is that Skygo is free. This is really annoying, as customers are enticed to take a bundle with all these services included, and when there is any issue, sky backs out of any responsibility saying that these services are free. [/FONT]

JJ_Egan

[FONT=&quot]))1. For false advertisement of higher speed then what the line can handle. I spoke to sky technical team and they said that my line can only handle 0.6 mb whereas I was quoted a speed of minimum 1.4 mb. A fine can be imposed by the judge for misleading advertisement.))

Not really its the Advertising Standards Authority .

AS speed is always quoted as up to and with multiple factors outside the ISPs control you may have difficulty proving false .

[/FONT][FONT=&quot] <<3. For sending me in circles to avoid the complaint, causing me huge inconvenience. The total time I have spent on phone is 6-7 hours. Compensation requested.[/FONT] >>

£20- £30

[FONT=&quot]I think you would have extreme difficulty winning but you can always take them to the small claims court .

I agree with Macman complaint in writting stating your case and being clear and precise short and to the point . [/FONT]

arsat

[FONT=&quot]<<AS speed is always quoted as up to and with multiple factors outside the ISPs control you may have difficulty proving false>>

[FONT=&quot]Thanks JJ[FONT=&quot], the speed that the advertise [FONT=&quot]has a max and min limit, they advertised to me 1.4 - [FONT=&quot]2.5 mb, [FONT=&quot]so they are [FONT=&quot]definitely[/FONT] below the minum[FONT=&quot]um adver[FONT=&quot]tised, thats why [FONT=&quot]one of the departments [FONT=&quot]agreed[/FONT] to waive off the termination charges[/FONT][/FONT][/FONT][/FONT][/FONT][/FONT][/FONT]
[/FONT][/FONT]

jem16

arsat wrote: »

[FONT=&quot]For not agreeing to cancel sky tv, although skygo is not working and download fails. The excuse given by cancellation department is that Skygo is free. This is really annoying, as customers are enticed to take a bundle with all these services included, and when there is any issue, sky backs out of any responsibility saying that these services are free. [/FONT]

Sky Go is a mobile app and not done via your Sky box. I expect you're really talking about On Demand services so probably best to use the correct term.

As for your BB speed, how is your router connected? Is it via the Master socket or an extension socket? If it's the Master socket have you tried in the test socket behind the faceplate?

arsat

Yes I mean the On Demand services,

And yes, i tried the other socket behind the faceplate, and got the same results.

zaax

Is you area about to be fibred?

arsat

No, we have virgin media fiber in the area that I want to take, but sky wont let me off

Timalay

You don't need to wait for the Sky Broadband to cancel. Virgin run on different network.