ongoing problems with Sky

cruiser53

can any one tell me if you can get a copy of all the communication that has gone between ourselves and Sky customer services, briefly we had a box fitted on the 12th July, the engineer discovered a fault and said it could be up to 3 weeks for it to be fixed, 1st August our landline and internet were disconnected we contacted Sky who said that the problem was caused by openreach who said the fault had been fixed, (it had not as there was some dig work needed to be done, and it still has not ) and therefore their system automatically closed our account with Virgin Media, various calls from ourselves to Sky customer services, lots apologies but it was out of their hands but assurances given that they were doing everything to get us connected, Saturday morning 5th September an openreach engineer came to mark up were they needed to dig (this had already been done on the 12th July ) and said the problem had been that they had not had permission, so all the conversations we have had not one person said the problem was because of this, they just gave varying excuses. Having no landline or internet  has caused a huge amount of problems for us and cost,( i have used all my data and bought a mobile wifi) and to top it off they have taken 2 months payments from our account (which they said they would not as they knew we had no services, ) i sent a email to them but they do not accept them now, I am therefor wanting proof of all the conversations between( which they have been many) ourselves and Sky as part of the complaint I am currently preparing. thank you. 

JJ_Egan

Open Reach have nothing at all to do with VM .

cruiser53

sorry if i did not make it clear ,but thankyou for your reply,openreach engineer came to fit the telephone line as we were with Virgin media for 20+ years and our BT line was not active, after finding the fault they (openreach ) reported it however a mistake was made ( not sure if it was openreach or Sky ) in stating that our fault had been fixed , I rang Sky to see what had happened and they said because they believed we were up and running, as Sky were taking over our phone number, their system  set in motion the disconnection of our landline and internet  it was nothing to do with Virgin Media , 

PennyForThem_2

Under Data Protection Act/Regulation you are entitled to the personal information held about you by a company - that includes recordings.  Go to the Information Commissioner's site for guidance.
https://ico.org.uk/
https://ico.org.uk/your-data-matters/your-right-to-get-copies-of-your-data/

cruiser53

thank you pennyforthem for your reply I did wonder if I should request a subject access request but because you cannot email them, I  have little faith that the request I ask the customer service operators are either not going to the right department or have not been logged, as I have repeatedly asked for a refund and informed them not to take money from our account which they have said will be done, but so far nothing just more money taken, but I will read up on the guidance  Thank you