Ridiculous call charge after calling Sky to upgrade

Trout69

iniltous wrote: »

Did the Sky site have any charge advice with the 0844 number, companys normally put something like 'calls cost 7p/m plus your phone providers access charge, calling from a mobile may cost more' if this disclaimer is on the website,you may have no comeback, if there is no disclaimer , you may have a case.

The error page i was presented with did not - it only specified the number I called. No mention of anything else at all.

Trout69

pmduk wrote: »

To muddy matters further, that number is for existing customers and I understand it to be free when using your Sky provided line

Like many, I do not use my landline so called from my mobile unfortunately.

Trout69

iniltous wrote: »

Did the Sky site have any charge advice with the 0844 number, companys normally put something like 'calls cost 7p/m plus your phone providers access charge, calling from a mobile may cost more' if this disclaimer is on the website,you may have no comeback, if there is no disclaimer , you may have a case.

No, that was my upset - the message with the phone number appeared to be specifically related to the problem I was having upgrading online. Strangely enough, If I I log in to my account now (after upgrading over the phone) and click the 'Offers and Upgrades' option, I am presented with the same page asking me to call the premium number 'To continue or for more information.'.

This does seem a bit like a 'scam', for want of a better word. A customer is looking to see their upgrade options, but cannot so has to call a premium number to discuss them? I'd be interested to see if any other Broadband only Sky customers have the same problem.

zagfles

They'll probably argue it's a sales line not a customer service line, and AIUI it's OK for sales lines to use premium rate numbers.

But...you might have a case as they didn't warn you of the call charges, they should have used the type of wording above eg "calls cost 7p/m plus your phone providers access charge".

It's your mobile operator who has really ripped you off though. If you'd seen the above you might have just assumed 7p/min plus a nominal access charge, but it's the access charge, set by your mobile network, which is the vast majority of the charge. Often around 50p/min on top of the "service charge" :eek: Blame Ofcom for this - they made changes to how premium rate numbers are charged a few years ago resulting in massive increases to 084x charges plus misleading pricing information, even where companies use the correct wording.

For future reference, try avoiding ever calling 084/087 numbers - this site is useful for looking up alternatives: https://www.saynoto0870.com

Trout69

zagfles wrote: »

They'll probably argue it's a sales line not a customer service line, and AIUI it's OK for sales lines to use premium rate numbers.

But...you might have a case as they didn't warn you of the call charges, they should have used the type of wording above eg "calls cost 7p/m plus your phone providers access charge".

It's your mobile operator who has really ripped you off though. If you'd seen the above you might have just assumed 7p/min plus a nominal access charge, but it's the access charge, set by your mobile network, which is the vast majority of the charge. Often around 50p/min on top of the "service charge" :eek: Blame Ofcom for this - they made changes to how premium rate numbers are charged a few years ago resulting in massive increases to 084x charges plus misleading pricing information, even where companies use the correct wording.

For future reference, try avoiding ever calling 084/087 numbers - this site is useful for looking up alternatives: https://www.saynoto0870.com

Ordinarily, I would have looked in to an alternative but I'd spent and hour trying to upgrade through various routes so through frustration, I just called the number, stupid I know. Shame on Sky though, as it seems this is deliberate as I still get the same screen when trying to view my upgrade options now. Grrr!!!!

Ian011

Have you reported this to Trading Standards? They are the only ones who can take action.

McKneff

Ask on here next time. I have 2 o8oo freephone numbers for sky.
I would post them but i am away.
If anyone wants them send me a pm to remind me and i will forward them at the weekend

[Deleted User]

mckneff wrote: »

ask on here next time. I have 2 o8oo freephone numbers for sky.
I would post them but i am away.
If anyone wants them send me a pm to remind me and i will forward them at the weekend

0800 151 2747