Cancelling Sky, what an utter disaster!!

[Deleted User]

sportsarb wrote: »

Are you using the facebook messenger live chat? That chat is specifically tailored for those who can pick up and leave chats without anything urgent being done. I often left a message overnight for answer the next day on that service.

With the 'pop-up' chat service I have never waited more than 5 minutes for a reply, and it only ever took that long if they were processing something for me in the background.

The Live Chat (your pop-up chat) actually tells you that if you don't reply within quite a short period of time they will terminate it. I'm on Messenger with them myself right now, it took them over an hour and a half to answer but that's fine for my purposes.

d123

sportsarb wrote: »

Are you using the facebook messenger live chat? That chat is specifically tailored for those who can pick up and leave chats without anything urgent being done. I often left a message overnight for answer the next day on that service.

With the 'pop-up' chat service I have never waited more than 5 minutes for a reply, and it only ever took that long if they were processing something for me in the background.

No, it was the website chat, on a PC.

Chose “Cancelling Sky TV” from this link https://www.sky.com/help/home/sky-tv/sky-tv-plus/sky-plus-sky-account/sky-plus-account-and-subscription

misterbarlow

Moneyineptitude wrote: »

So I'll repeat;
The OP had no disability preventing telephone calls and was not charged with an ETC.

How do you know?? I have not stated this fact!!


I have not been deliberately awkward in leaving..

I just don't like using phones... I never have..
I always text or message or email for everything, I just hate using the phone and that's my choice..

They have been deliberately awkward in not letting me leave!!!

They force you to have a phone line for broadband, but the ringer has been on silent the past 4yrs, I never use it..
and if i choose not to contact them by phone I should be able to...

I have switched to virgin, a triple bundle was £32, but just tv and bb was £48..
Its cheaper to have a phone line, even if you dont want it, since switching to Virgin I have not even plugged a phone into the socket!!!

Whats annoying me is the way they keep changing their mind and telling me different things and still as of today, its not fully cancelled by the look of it....

The story so far...

Tried live chat for several nights in a row..
Was in queue for ages until it closed..
The one time I got through he told me his shift was ending in 20mins
all the replies took ages and it cut me off...

Then I wrote giving notice..

two weeks later I emailed them as not heard back.

They replied saying they ignored it as couldn't speak to me for security info, and in that email they asked me for the security info..

i replied with this security info..

they replied to me that this was accepted and cancellation would proceed, and sent me sorry you are leaving emails stating both tv and talk/bb would all cancel on different dates with notice starting from that day, & I would get something in writing.

I disputed the end dates and said I want it taken from my original letter date.

They replied they would do this, and I had a thanks for staying email, then another sorry you are leaving one.

But still nothing in writing.

I emailed them again last week and now find out they have cancelled TV from 10/03 great, but talk/bb have not been cancelled.

Below are the emails...
If you read them you will see why I am getting so wound up by them..

From: Sky Help Centre <help@skycustomersupport.com>
Date: 22/02/2019 11:41 (GMT+00:00)
To: xxxxxxx@sky.com
Subject: Your Sky Account

Dear Mr xxxxxx

Thank you for your email.
We’ve received a request to cancel your Sky account.

To complete this action we need you to confirm your security information.

Can please reply to this email and confirm the following information:-
1. Full name of the account holder and confirm you are the account holder
2. Full address including town and postcode where the Sky is registered
3. First and Third character of the telephone password/Mothers Maiden name Or alternatively the last 2 digits of the bank account number you pay the Sky service with.

Once we receive the above information we will then be able to assist you further.

We look forward to hearing with you.
Kind regards
Shanice
Sky Help Centre

I sent them the security info by reply!!!
Had this back.. see bold

From: Sky Help Centre [mailto:help@skycustomersupport.com]
Sent: 22 February 2019 17:47
To: xxxxxxx@sky.com
Subject: Re: Your Sky Account)

Dear Mr xxxxxx

Thanks for your recent email.

Your request has now been carried out and full confirmation of action taken and next steps will be sent to you by post in the next few days.

You are required to give us a minimum of 31 days notice to cancel your TV services, so this will cancel process on the 17/3/2019.

Due to the two cased being closed and open this has started a new point of contact. However I will be able to take the notice from the last case prior to this one from the 14/2/19.

Your broadband and talk services will cancel down with immediate effect for the 28/2/2019. The number will then be lost once cancelled.

Kind regards
Shanice
Sky Help Centre

This is the one I disputed the end date of...
So replied...
Then had this back..

From: Sky Help Centre [mailto:help@skycustomersupport.com]
Sent: 24 February 2019 20:33
To: xxxxxxx@sky.com
Subject: RE: Your Sky Account

Dear Mr xxxxx

Thanks for your recent email.
Your request has now been carried out and full confirmation of action taken and next steps will be sent to you by post in the next few days.
Thanks
Kat
Sky Help Centre

Then I had this..
See bold, when did I tell them this???

Hello xxxxxx,

We've updated your account and ceased your recent cancellation request as you have since advised you wish to continue receiving these services.

We're really pleased you've decided to stay with us. If you'd like any more information on your Sky Talk and Broadband services take a look at My Sky.

and then this...

Your Account Number: xxxxxx

Hello xxxxxx,

We're sad that you've cancelled your Sky TV.

Your entertainment will end on 10/03/2019. Saying that, it’s not too late to change your mind, and then you won't miss out on the exclusive shows on Sky Atlantic, which you can't get with anyone else.

You've also asked to cancel your Sky Talk and Sky Broadband service which we'll stop at the end of your notice period.

Still nothing in writing last week, so I send another letter to complaints dept, and chased it up again by email asking why nothing in writing yet..??

And had this back... See the bit in bold again...
Why would confirming cancellation of tv cancel the talk/bb cancellation???

From: Sky Help Centre [mailto:help@skycustomersupport.com]
Sent: 10 March 2019 11:09
To: xxxxxxx@sky.com
Subject: Your Sky Account

Hi xxxxxxx

I can confirm that we placed minimum 31 day notice period from the 6 February for you TV services as per terms and conditions meaning TV ceased on the 10 March 2019.

On placing the order to cancel your TV services once we had received all security answers this in turn cancelled the request to transfer your phone and BB services to another provider , this would also explain why you have received correspondence regarding staying with sky for phone and broadband services .

We can certainly arrange for the phone and broadband services to cancel and
I would be grateful if you could respond to confirm you wish sky to cancel or leave the phone and broadband as active to allow new provider to take services over

Thanks
Thomas

Sky Help Centre

So I replied to this saying
"yes I want to cancel everything..
it should already be all cancelled"

and then had this back today..

From: MySky @sky.uk [mailto:mysky@sky.uk]
Sent: 11 March 2019 13:41
To: xxxxxxx@sky.com
Subject: RE: Your Sky Account

Dear Mr xxxxxx

We’ve received a request to cancel your Sky account.

To complete the cancellation we need to speak to you either over the phone or through Live Chat to confirm that you are the account holder.

GRRRR I am just going around in circles with them!!!!
The phone line and bb are still active!!

I finished early today so just tried live chat, again.
After an eternity in queue again I got on, and again every reply took about 5mins to get response, but she told me Tv is def gone 10/03 and tel/bb is in the notice period...

So it finally looks like I am getting somewhere!!!
Following the live chat today, I just had this..

From: Sky Help Centre [mailto:help@skycustomersupport.com]
Sent: 11 March 2019 16:29
To: xxxxxx@sky.com
Subject: RE: Your Sky Account

Dear Mr xxxxxx,

Your request has now been carried out and full confirmation of action taken and next steps will be sent to you by post in the next few days.

We have also refunded the cost of your services from 28/2/19 - 12/3/19 for broadband and landline services to match the date previously agreed for the services to end on.

Your bill of £60.11 breaks down as £25 for TV, £20 for broadband and £15.11 for landline services.
However, £20.97 is owed in refund for the TV services from the date of cancellation until the end of the billing cycle, £6.07 is owed for the cost of broadband and landline services billed from 28/2/19-4/3/19 and £35.11 for broadband and landline services billed from 5/3/19-4/4/19.

This means the outstanding balance on the account is -£2.04.

Finally!!!
Taken 33 days, 5live chats, 2 letters, and 12 emails, to get to this acceptable stage!!!

Bigphil1474

OP, sounds a pain but well done for getting there. BTW, Sky don't force you to have a landline with BB - you have to have a phone line for BB, unless you're with Virgin cable network. It's how it gets into your property. You can opt to have your landline provided by someone else, but you'll still pay for it anyway.

Gloomendoom

misterbarlow wrote: »

Finally!!!
Taken 33 days, 5live chats, 2 letters, and 12 emails, to get to this acceptable stage!!!

It took me one phone call and less than five minutes from start to finish.