Sky - taking advantage of Covid-19, minimising contact options too far

N_Don

Sky TV, in a situation where I need to reduce or cancel my package asap. 
Have discovered I could be getting something similar for half the price with them and with monthly income much tighter now it is a change I want to make or at least instigate.
However trying to contact Sky is a challenge in itself.  Guidance is you should only phone if you fall into the vulnerable or key worker type categories (ok, good to support all necessary groups), however no live chat, no email option, writing would be long wait and probably waste of time.  
Even the complaints options are limited to Q&A's and programme content only.
Sky Apps are not loading on my machine so cannot check these. But guessing the problems will be the same on those.

Seems to me given the size of the business Sky is, that their current service is much poorer than is should be - and that is making allowances for the coronavirus situation.  
I have been reviewing all services and bills over the last month and Sky is the worst by far to be able to get in contact with.
Is anybody else finding the same?  Presumably.  
My suspicions are Sky are taking advantage of the situation at the moment - upgrade's are no problem but try to reduce the package............…………... 

cattie

I cancelled Sky shortly after the lockdown started & phoned on a Sunday. Although I do fall into the vulnerable category due to disabilities, the phone was answered within just a couple of mins or so & I was not asked for any information regarding my personal health or capabilities. 

jerrysimon

If you go through to cancelation then intially you get a BOT chat but then when you say you definately want to leave a real person comes on to chat, I think I waited 5 minutes. I did also phone them a few weeks ago and as I am a diabetic just said yes to vulnarable customer and someone answered the phone immediately. The lady said she had been sat waiting 15 minutes with no one ringing!

They wont budge on BB it seems but offered to reduce my overall TV/BB to £50/month down fron £59 and would throw in box sets. I have entertainment plus HD. Problem is they wanted me to sign up for 18 months. I may leave it a month or two and then retry. I always find I get better deals on chat than on the phone.

Offered me Sky Q for the same price.

I have found the service very relaible, especially recently and have been a customer for over 10 years. My 59Mbps BB actually runs at 66Mbps. I also have two mobile sims for 2GB data £3 each which I reduced from my £8 sims as I had banked over 100GB of data!

Marvel1

N_Don said:

My suspicions are Sky are taking advantage of the situation at the moment - upgrade's are no problem but try to reduce the package............…………... 

Always been like this with others too, way before Covid-19, easy to upgrade but downgrade not so much (Virgin Media), doubt they are taking advantage.

Neil_Jones

Phoned up Sky yesterday, got through no problem and managed to change my package.

I suspect the big notifications on the website are just to make you think twice before calling, to dampen down demand.

macman

OP, are you out of minimum term? If not, they will have no incentive to reduce your rate.
If you are, consider switching to Now TV: same company and infrastructure, lower cost.

CDenno

I agree, no contact options available.
Sky have removed unlimited calls and texts from my sim plan, tripling my bill. When I finally got in contact, they first of all claim that it's my fault then question why I didn't contact them (on non-existent phone, web chat and email addresses) as soon as it happened rather than when the bill was issued.
To top it off they have taken down their complaints email as well.

Any ideas on how to complain/seek refund?

50Twuncle

CDenno said:

I agree, no contact options available.
Sky have removed unlimited calls and texts from my sim plan, tripling my bill. When I finally got in contact, they first of all claim that it's my fault then question why I didn't contact them (on non-existent phone, web chat and email addresses) as soon as it happened rather than when the bill was issued.
To top it off they have taken down their complaints email as well.

Any ideas on how to complain/seek refund?

estenquiries@sky.uk

executive support team.

richardvc

Yes I agree with you OP and believe they are taking advantage of the current situation.
By throttling all the ways to contact them apart from telephone and writing (which I cynically think they will ignore) it's just a smart move of damage limitation.
I wish to cancel and shall be calling today to do so but am prepared for it to be a long phone call. Wish me luck !

bradders1983

richardvc said:

Yes I agree with you OP and believe they are taking advantage of the current situation.
By throttling all the ways to contact them apart from telephone and writing (which I cynically think they will ignore) it's just a smart move of damage limitation.
I wish to cancel and shall be calling today to do so but am prepared for it to be a long phone call. Wish me luck !

Just remember...they cant prove your occupation. That is all I am saying, will be clear when you ring up.