Can I claim compensation

Jamsi

My 12 month deal of TV, BB & phone with sky finished (was £28pm and shot up to £50pm) so I phoned them to cancel the TV and ask when the BB & phone was out of contract. The advisor said it is out of contract now. I asked if they could do a deal with it as I could get the phone and BB with Vodafone for £23pm and she said all she could offer me was tv for £9 and phone and broadband for £37. I said that's not a very good deal at all and is close to what it has just gone up to. The advisor said well that's all you can get. I asked her to cancel the TV and I will look around for a broadband and phone deal.
A few days later another Sky advisor phoned me and said I could have the tv, phone and broadband for £28 so I agreed. When I looked at my account a couple of weeks later is said upcoming bills would be £50. I phoned sky to query this and they said that they couldn't change it because another company had taken over my line (which they haven't). Also they said that I should never have been offered £28 because it was not possible to do that package for that price and I could have it instead for £31.
My phone and broadband went off at midnight on Thursday/Friday (TV is still on) and now I have no phone or broadband all weekend and no idea what is going on or how long before I can get service back.
Would I be entitled to any compensation for all of this messing about and loss of service?
TIA.

poppasmurf_bewdley

Yes. Uncle Rupert should be giving you thousands!!!

You've really suffered.

christaitfife

You won't get compensation (why is it all about compensation nowadays?), but you will get what you were offered for the price stated... if you can prove it or they will let you leave without penalty.

You can ask sky to listen to the call, the best way to do this is through resolver. If they accept their error - you will be fine. If, suddenly, the call is no longer recorded in their system you will be stuck with what you have. In future it is worth making your own recordings of these calls.

Jamsi

The phone and broadband should never of been cancelled and every advisor I have spoken to since the first call have said that it should never of been cancelled. This has been ongoing for over a month and I think that Sky should be held accountable, they would soon kick up a fuss if I didn't pay them but they are still taking payment from my account and I am not receiving anything for it.

mac.d

There seems to be a huge variance in the deals people can offer, I don't know if it depends what department the person is in what they can offer you or not. But I've experience of BT doing the "oh no that offer for x amount isn't right we can't give you that deal" and/or "we've no record of that call", so Sky aren't the only ones to pull that sort of trick.

I think you'll just need to phone them back up and if you haven't mistakenly told them you want to cancel and are just at the end of the notice period and now your service has been cancelled, tell them you haven't initiated a switch to another phone/broadband supplier, nor have you asked them to cancel your phone/broadband so they need to get it back up and running asap, and then chance your arm and tell them you want a reduction in your monthly bill since they've cut you off.

Make it clear you are not signing a new contract with them, then you can have a look around to see if you can get a better deal from elsewhere.

Edit: I see you posted this in the broadband forum too, please don't cross-post!

[Deleted User]

christaitfife wrote: »

You can ask sky to listen to the call, the best way to do this is through resolver.

Why involve a third party? Just complain direct to Sky...

christaitfife

Resolver isn't a third party. It is a service which records your contact. The Ap is great as it can record calls, emails all get saved and stored in order. I use it to contact all companies as it keeps everything organised and it evidences my contact and what they told me.

mije1983

christaitfife wrote: »

Resolver isn't a third party. It is a service which records your contact. It is a service which records your contact.

A service that is not connected with either party in the contract, therefore a third party, no?

[Deleted User]

christaitfife wrote: »

Resolver isn't a third party.

Of course it's a third party.

You are the first, Sky is the second and Resolver is the third.

You can complain (and keep your own record) direct to Sky.

Resolver does nothing you cannot do alone, but sells on your data (anonymously) . Resolver is a business, not a "service"

teddysmum

Always get any offer in writing.


I asked for a £9.99 line deal, with free broadband, but the person who did the deal sent the requested email, saying the agreement was just free broadband, with no mention of line.


I immediately rang them and as the £9.99 offer had ended the day before , was given 50% off line and free broadband, so it was worth asking for the deal in writing.