Sky Help, Do I have a leg to stand on?

chocolatelover93

Hello,
So me and my hubby moved into our first house in Dec 2013 we decided that we would not get a TV package but instead use Freeview. We signed up with sky it was £21 a month for the phone and the broadband for the first year. In August my hubby decded that he wanted to get Sky TV so he couyld watch Sky Sports, I didn't want to at first because I knew it would be a big jump up from our small bill and free TV (obviously we paid TV licence so not 100% free - but you know what I mean). In the end he persuaded me and we got the deal which included 2 years free broadband. When setting it up Sky told me I would have to call them back because there was an issue and they could not put the broadband on for free. So I did this and presmed it had all been done. Now I'm not gonna lie I didn't check my bills as they're on DD so I was just checking monthly that the Sky bill had been paid, I just presumed I had spent more on the phone but wasn't very happy with it. To cut a long story short we got married in April so had more on my mind. When I phoned in April to change my nam on the account I asked if I was still paying for the BB, they told me I was and assured me that they would sort it and I would be refunded. In June I checked my bill online and could see that I was no longer paying for BB but was till owed money. I phoned Sky up and after the whole "press 1, press 2" rubbish got through to probably the RUDEST man I've ever spoken to. He told me that I was owe exactly £100 and went to speak to his manager. When he come back he told me that due to Ofstead laws he would only give me £50 back. Obviously I wasn't happy with this so I asked to speak to his manager, who had then "gone home." he then told me he would phone my hubby the next day to see what he could do. Anyway after a lot of back and forth we were so fed up we decided to cancel the sky on the 17th of July (we could only do it that day or we had to wait a month!!) we were then told if we left Sky we would not get a penny back. I'm sure this is wrong. If I didn't pay them they would be after me, but they can take money off me and it's fine?! Could you please help as I'm only 21 so not sure which is the best way to deal with this and to me £100 is a lot of money.
TIA

Tropez

Unfortunately, front line staff at Sky generally aren't able to deal with more complex enquiries and problems due to them being limited by what the computer tells them.

Send an email to jeremy.darroch@bskyb.com. It won't go to him but it goes to a specialist team that deals with more complex issues.

Explain the situation, include relevant information (dates, what you were told etc.) but don't put emotional language in it or explain things in too much detail. All you need to include is what you signed up for, what issues you've encountered and what resolution has been offered and why you believe that resolution is unfair or inappropriate. Details about why you signed up, your wedding etc. aren't important to Sky.

Also make sure that you format your email so that it is easy to read - paragraphs for every new point you're making. You don't want anything to get lost or misconstrued and it can be difficult to read long paragraphs.

Then wait. It could be a couple of weeks, although generally you will be contacted to let you know they've received your email and are investigating it. This team will get all the details together that they can, including recordings of calls, and make a decision. They may, although this is not guaranteed so don't expect or demand it, offer you a goodwill gesture if they find in your favour.

At the least though, providing your version of events checks out, they should refund all the money due to you.

chocolatelover93

Thank you so much for your reply. I will give that a go and see what happens.

Sorry about the long post with no paragraphs I find when I get on a rant about something I just keep trying and typing!!

Thank you again for your help

Tropez

That's okay about the long paragraph. It is understandable when you're frustrated! Just wanted to mention it though because when it comes to dealing with CS it is always helpful to be clear and concise.

Good luck with your case. For what it is worth, I've been a Sky customer for fourteen years now (roughly). A year or two back I had an issue where I cancelled Sky TV and the CS Rep who handled it went on to cancel my phone and broadband (despite my being in a minimum term for both and not requesting cancellation of either).

After two weeks of trying to fix it via front line CS I emailed the address I gave you and not long after I received an email informing me that my issue had been dealt with and resolved.

chocolatelover93

Thank you, will keep you updated on how it goes.

Have gone with BT now for everything and it saved us £20 a month (obviously an intro offer so will go up in 12 months but still less than Sky). Had a begging letter to come back and after the 12 months with BT if Sky offer a better deal and give us our money back we might change back but at the moment am really not pleased with the way we were treated.