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  • FIRST POST
    • adam78
    • By adam78 18th Nov 19, 7:13 PM
    • 19Posts
    • 13Thanks
    adam78
    Sky Broadband Switchover Complaints
    • #1
    • 18th Nov 19, 7:13 PM
    Sky Broadband Switchover Complaints 18th Nov 19 at 7:13 PM
    I was due to switch over to Post Office Broadband on 20th Nov from Sky. However looks like both have messed up each blaming the other and now i'm left on higher prorated tariff with Sky until the switchover takes places.

    Basically Post Office broadband are claiming Sky are having technical issues porting the my landline number and Sky are blaming Post Office that when they submitted the switch request they failed to request the number should be ported as well.

    both are as bad as each but the Post Office customer service was appalling and so now i'm beginning to reconsider whether to cancel or not.

    Sky offered me a retention deal over the phone and now they are unwilling to honour it. It seems like every retention guy I speak is trying it on with the most pathetic deal. All they are offering is what I can get myself via top cashback.

    I want to submit a complaint to Sky for 1 unwilling to honour a deal offered over the phone as well as the cockup they've done with the switch but I'm unable to find an email address. Any one know of a sky complaints email address.

    Much appreciated.
Page 1
    • Colin_Maybe
    • By Colin_Maybe 18th Nov 19, 7:24 PM
    • 4,840 Posts
    • 2,844 Thanks
    Colin_Maybe
    • #2
    • 18th Nov 19, 7:24 PM
    • #2
    • 18th Nov 19, 7:24 PM
    I was due to switch over to Post Office Broadband on 20th Nov from Sky. However looks like both have messed up each blaming the other and now i'm left on higher prorated tariff with Sky until the switchover takes places.

    Basically Post Office broadband are claiming Sky are having technical issues porting the my landline number and Sky are blaming Post Office that when they submitted the switch request they failed to request the number should be ported as well.

    both are as bad as each but the Post Office customer service was appalling and so now i'm beginning to reconsider whether to cancel or not.

    Sky offered me a retention deal over the phone and now they are unwilling to honour it. It seems like every retention guy I speak is trying it on with the most pathetic deal. All they are offering is what I can get myself via top cashback.

    I want to submit a complaint to Sky for 1 unwilling to honour a deal offered over the phone as well as the cockup they've done with the switch but I'm unable to find an email address. Any one know of a sky complaints email address.

    Much appreciated.
    Originally posted by adam78
    Either send a letter to:

    Customer Complaints
    Sky Subscribers Services Ltd
    PO Box 43
    Livingston
    West Lothian
    EH54 7DD

    or an email to either:

    jeremy.darroch@bskyb.com

    estenquiries@bskyb.com

    That said retention deals are one off and they're not required to honour it after the fact. The switch over kerfuffle could be due to either side.
    • adam78
    • By adam78 18th Nov 19, 7:39 PM
    • 19 Posts
    • 13 Thanks
    adam78
    • #3
    • 18th Nov 19, 7:39 PM
    • #3
    • 18th Nov 19, 7:39 PM
    That said retention deals are one off and they're not required to honour it after the fact.
    When I spoke to him he said I could think over it and get back any time. There was no mention during the call that I had to take the offer there and then.
    • Colin_Maybe
    • By Colin_Maybe 19th Nov 19, 8:20 AM
    • 4,840 Posts
    • 2,844 Thanks
    Colin_Maybe
    • #4
    • 19th Nov 19, 8:20 AM
    • #4
    • 19th Nov 19, 8:20 AM
    That said retention deals are one off and they're not required to honour it after the fact.
    When I spoke to him he said I could think over it and get back any time. There was no mention during the call that I had to take the offer there and then.
    Originally posted by adam78
    So did you think you would be able to go back in 1 or 2 years time and the offer would still be there?
    • adam78
    • By adam78 19th Nov 19, 9:25 AM
    • 19 Posts
    • 13 Thanks
    adam78
    • #5
    • 19th Nov 19, 9:25 AM
    • #5
    • 19th Nov 19, 9:25 AM
    So did you think you would be able to go back in 1 or 2 years time and the offer would still be there?
    I have an email from sky which confirms the offer in writing and it is still valid i.e. in date.
    • adam78
    • By adam78 19th Nov 19, 9:28 AM
    • 19 Posts
    • 13 Thanks
    adam78
    • #6
    • 19th Nov 19, 9:28 AM
    • #6
    • 19th Nov 19, 9:28 AM
    with regards to the switch, sky are claiming the third party in this case Post Office have cancelled the order. Post Office are denying this. If that's the case arn't Sky obliged to notify me considering they orginally sent me a dozen letters confirming the switch over date.

    Now they are simply charging me the higher tariff without any notice.
    • adam78
    • By adam78 19th Nov 19, 9:31 AM
    • 19 Posts
    • 13 Thanks
    adam78
    • #7
    • 19th Nov 19, 9:31 AM
    • #7
    • 19th Nov 19, 9:31 AM
    sound more like they are playing a racket to milk as much out of me as they can.
    • adam78
    • By adam78 19th Nov 19, 9:35 AM
    • 19 Posts
    • 13 Thanks
    adam78
    • #8
    • 19th Nov 19, 9:35 AM
    • #8
    • 19th Nov 19, 9:35 AM
    what i need is proof...a screen shot of the system saying order was cancelled by third party so that i can challenge post office.
    • JJ Egan
    • By JJ Egan 19th Nov 19, 11:33 AM
    • 13,550 Posts
    • 6,222 Thanks
    JJ Egan
    • #9
    • 19th Nov 19, 11:33 AM
    • #9
    • 19th Nov 19, 11:33 AM
    The gaining provider PO handles everything .
    They have notified Sky of your cancellation .


    PO might care to look on the forums re service good or bad .Resold talk talk bb .
    • iniltous
    • By iniltous 19th Nov 19, 12:55 PM
    • 1,907 Posts
    • 802 Thanks
    iniltous
    Number porting seems to be an issue with full LLU providers ( Sky and PO , which uses TT LLU network are both LLU ) , so your issue isn’t clear cut, if the number is unimportant, then why ask for it to be ported , if it is important and PO become aware that Sky will not be porting the number , what would you have preferred, PO service with a new number, or a delay while investigating the porting issue ?
    As already stated , migration is gaining provider led, so in your case, the PO are the instigator, but , Sky can also stop a migration ( for example, if you were slammed , whereby a unscrupulous company , against your will , or without your knowledge , tried to move you from your current provider to them, then , when you get the ‘sorry to see you leave’ communication, it includes an option , ‘if you didn’t want to leave or you are unaware of this , call us to stop the transfer ‘) , so you can see it is also possible that Sky could stop a migration, the truth is , both will blame each other, and you will never know who is truly responsible.

    As far as the other point , if Sky made an offer to retain your service ( and you have proof of this ) you could try contacting their high level complaints or email the CEO, but , if the Sky rep overstepped the mark and offered something they shouldn’t have, I doubt legally Sky have to honour it, otherwise disgruntlement staff about to leave a company , as a parting gift , could offer anything , knowing the company would financially suffer because of it, , they may honour a reps unadvised offer , but only as a gesture of goodwill, if were not a current company authorised retention deal
    Last edited by iniltous; 19-11-2019 at 1:01 PM.
    • Colin_Maybe
    • By Colin_Maybe 19th Nov 19, 1:02 PM
    • 4,840 Posts
    • 2,844 Thanks
    Colin_Maybe
    I have an email from sky which confirms the offer in writing and it is still valid i.e. in date.
    Originally posted by adam78
    So was the offer via phone call (as you originally claim) or via email, in my experience of Sky they don't send email confirmation of offers over the phone. If it is confirmed in the email and still within date why won't they offer it?
    • adam78
    • By adam78 20th Nov 19, 8:26 AM
    • 19 Posts
    • 13 Thanks
    adam78
    So was the offer via phone call (as you originally claim) or via email, in my experience of Sky they don't send email confirmation of offers over the phone. If it is confirmed in the email and still within date why won't they offer it?
    If you've ever had any experience like me you'll note that there is no consistency between what they tell you, one agent will tell you one thing and another will tell you something different. What I've learned is there are no hard and fast rules to the offere's they give you - it all depend on who you get through too. When i first went through retentions there was nothing they could offer me despite haggling for ages with several agent - they are willing to pay a third party in this case topcashback a higher commision than offering me the same deal directly. A day later after placing my order with PO I suddenly get a call from retentions and price suddenly comes down and this is the same rententions dept. That call was followed up by an email with the classic 'sorry to see you leave, please come back' with the new offer.

    When I call the number on the email im through to retentions again and end up with some mug trying it on again and giving all this blurb that he doesnt have email with offer etc or record of phone call. I ask to be put through to a manger who again just another ameutre.

    Theres a lot of bad reviews about PO but if you're on adls you wont see any difference inspeed becuase its the same infrastructure. I've been switching providers for years without noticing any difference. The only difference is the customer service. PO have an appaling customer service.

    All of them are MTF whether it be PO, Sky, BT, Virgin etc each trying to rip you off the best they can. You'll have noticed over the years the prices have been increasing despite more competition apearing on the market and hardly any of these service providers have been investing that much to improve the infrastructure.

    Any way SKY have finally honoured the offer. I'll never know who rejected the switch one day before the switchover date but i did experience some really bad customer service from PO in trying to find out what happened so decided I've decided to cancel order with PO directly myself.

    When it come to renewing the contract with sky i think i will do the same again . Rather than wasting time with their retentions idiots just place order with a cheaper provider and wait for sky retentions to call back with an offer.
    • iniltous
    • By iniltous 20th Nov 19, 9:14 AM
    • 1,907 Posts
    • 802 Thanks
    iniltous
    As you have stated, it does seem with some company’s , arguing that if they don’t offer a better deal you will leave isn’t the same as actually pressing the button and starting the formal process to leave, these company’s are prepared to call the bluff of ‘potential’ switchers , and in their defence, it probably works , many will be convinced to stay with pretty much the same deal that provoked them to consider leaving in the first place.

    Starting the switching process does seem to concentrate the mind of the company losing the customer , and will get the their best and final offer, but it isn’t without its risk, by actually instructing a new company , just to get the best offer from the existing company, knowing that as soon as that offer is made, you will cancel the instruction with the ‘patsy’ company, can lead to the phone number being lost or a break in service and issues with billing, it may be worth the risk for some, but not for everyone.
    • adam78
    • By adam78 20th Nov 19, 9:40 AM
    • 19 Posts
    • 13 Thanks
    adam78
    They have no business acumen. They are prepared to pay a thirdparty topcashback a higher commision than offering an existing customer the same deal...
    • AndyPK
    • By AndyPK 20th Nov 19, 12:35 PM
    • 4,079 Posts
    • 1,188 Thanks
    AndyPK
    what can happen in these situations is that you loose your number.


    maybe it was cancelled to prevent this
    • iniltous
    • By iniltous 20th Nov 19, 1:18 PM
    • 1,907 Posts
    • 802 Thanks
    iniltous
    I agree with the OP, that it does seem odd on the face of it, that a company will allow someone too leave just because they won’t match the deal new customers get ,especially with cash back sites etc, but as far as business acumen ?
    I would assume they don’t just do this on a whim, but have evidence that it’s cost effective, perhaps someone who strives for the best possible deal or will leave is likely to be a serial switcher anyway, so they get a killer deal where there is no profit in it for the company, and at the end of the term they have to offer yet another deal where they make little or no margin, so why bother , whereas a new customer seduced by a new customer deal may continue for many years without bartering ( customer inertia is a major factor )
    Last edited by iniltous; 20-11-2019 at 1:22 PM.
    • Colin_Maybe
    • By Colin_Maybe 20th Nov 19, 1:25 PM
    • 4,840 Posts
    • 2,844 Thanks
    Colin_Maybe
    They have no business acumen. They are prepared to pay a thirdparty topcashback a higher commision than offering an existing customer the same deal...
    Originally posted by adam78
    A 13.8 BILLION turnover in 2018 would say otherwise.


    If I'm changing BB supplier I'll give my present supplier a quick call to see if they'll match my chosen alternative and if they won't play ball then I simply change. Even if they come back after the switch has started I won't stay with them as they've had their chance.
    • adam78
    • By adam78 20th Nov 19, 3:13 PM
    • 19 Posts
    • 13 Thanks
    adam78
    so the drama continues...the switch was originally scheduled for today and today all services have gone down both internate and phobe line..is that a coincidence...to me looks more like sky have screwed up once again. They are saying there is a fault on the line which i highly doubt. They've booked in an engineer but telling me i'll only get compensated only if they are unable to fix after 2 days.

    MTF...
    • adam78
    • By adam78 20th Nov 19, 3:17 PM
    • 19 Posts
    • 13 Thanks
    adam78
    i ought to get 5 for each day according to this...no?

    https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
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