Comments on: Sky customer service 0844 rip-off http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/ ** Theme reconstruction / tweaking in progress ** Wed, 08 Feb 2012 09:19:20 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Sam Deeks http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8859 Sam Deeks Thu, 05 Jan 2012 08:52:57 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8859 Yuk. Craig, I have to say, I don't think we're going to see any improvement in customer services from any of these service providers - the trend is increasingly towards the '90% don't have problems so screw the few that do...' method of customer service. I expect that it's cheaper to lose the minority of customers who have frustrating problems than to provide the infrastructure necessary to process and handle their problems. Think about it. :-) Yuk.

Craig, I have to say, I don’t think we’re going to see any improvement in customer services from any of these service providers – the trend is increasingly towards the ’90% don’t have problems so screw the few that do…’ method of customer service.

I expect that it’s cheaper to lose the minority of customers who have frustrating problems than to provide the infrastructure necessary to process and handle their problems. Think about it. :-)

]]> By: Craig Miller http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8856 Craig Miller Wed, 04 Jan 2012 20:54:42 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8856 It's unfortunately reassuring ti hear others with ongoing issues as I have suffered since I moved home on 16th Dec. The telephone advisors I've dealt with have been courteous however the actual service offerred when ongoing issues are experienced is appalling. I have tried booking a home mover service for telephone, broadband and tv since mid November. Was told it couldn't be done due to it being a new build and the telephone line not being active. 2 days before my move date and many phone calls later a manager processed the tv aspect of my move. However due to the time taken to process an engineer couldnt attend my home until 5 days after I moved in. My little girl was delighted as you can imagine. 1 day after installation, sky stopped (no signal message). I reported and eventually got an engineer booked for 2 days later. Engineer turned up, fixed problem and 24 hours late (xmas eve) I had the exact same problems. I contacted sky and they said they couldnt get another engineer until first week in Jan so no tv throughout xmas period. I questioned this and was told I would be better contacting an engineer myself as the process sky uses isn't as quick as me lifting up a phone. So in short, I pay £100 per month yet I can provide a better service myself. After sitting on this for a couple of days I contacted sky to speak to a manager who informed an engineer was actually booked for 31st Dec, yet no-one had actually informed me of this. I asked if there was any way to escalate or prioritise customers who experience ongoing issues and was told there was not and to try each day for a cancellation. Engineer then attended on 31st december and 2 days later, same problem experienced with 'no signal' message. On contacting sky they said that an engineer can attend on 16th Jan. And I still don't have telephone or broadband services. And i've just discovered today that i've been charged £30 to contact sky on my mobile as they have been unable to provide me my telephone service that i'm still paying for. I've sent my complaint in and I'm pretty disgusted with the service that sky have offerred. I'm living in a new area with no virgin cable service yet i'm still considering cancelling sky. Depending on the response I receive I probably will. Perhaps I might even give BT vision a try!! It’s unfortunately reassuring ti hear others with ongoing issues as I have suffered since I moved home on 16th Dec.
The telephone advisors I’ve dealt with have been courteous however the actual service offerred when ongoing issues are experienced is appalling.
I have tried booking a home mover service for telephone, broadband and tv since mid November. Was told it couldn’t be done due to it being a new build and the telephone line not being active. 2 days before my move date and many phone calls later a manager processed the tv aspect of my move. However due to the time taken to process an engineer couldnt attend my home until 5 days after I moved in. My little girl was delighted as you can imagine.
1 day after installation, sky stopped (no signal message). I reported and eventually got an engineer booked for 2 days later.
Engineer turned up, fixed problem and 24 hours late (xmas eve) I had the exact same problems. I contacted sky and they said they couldnt get another engineer until first week in Jan so no tv throughout xmas period. I questioned this and was told I would be better contacting an engineer myself as the process sky uses isn’t as quick as me lifting up a phone. So in short, I pay £100 per month yet I can provide a better service myself.
After sitting on this for a couple of days I contacted sky to speak to a manager who informed an engineer was actually booked for 31st Dec, yet no-one had actually informed me of this. I asked if there was any way to escalate or prioritise customers who experience ongoing issues and was told there was not and to try each day for a cancellation.
Engineer then attended on 31st december and 2 days later, same problem experienced with ‘no signal’ message. On contacting sky they said that an engineer can attend on 16th Jan.
And I still don’t have telephone or broadband services.
And i’ve just discovered today that i’ve been charged £30 to contact sky on my mobile as they have been unable to provide me my telephone service that i’m still paying for.
I’ve sent my complaint in and I’m pretty disgusted with the service that sky have offerred. I’m living in a new area with no virgin cable service yet i’m still considering cancelling sky. Depending on the response I receive I probably will. Perhaps I might even give BT vision a try!!

]]> By: Billy West http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8814 Billy West Wed, 21 Dec 2011 11:27:45 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8814 Hi Folks, I have also been conned, but not by sky , it's another company trading under Premier satellite Repairs Limited of 1 St Stephens Court 15-17 Stephens Road, Bournemouth. These people have somehow obtained our details and gave us a phone stating that they represented Sky TV and that our Warranty was now up . We took out cover at £55 a year , and today on contacting them with a minor problem i was hit with the spill of " What type of box do you have, how long has it been installed, is it multiroom " etc , etc . Once he was informed it was Two years old i was quicky informed the Insurance did not cover my box. I have presently an ongoing complaint with Sky TV as to how this and other companies are obtaining Sky Customer details and harrassing us for business. The answer is quite obvious Sky TV are selling our details ,and if you want to complain as my friend has just pointed out there is to direct number to call just an address to write to . So may i suggest the next time Sky TV contact us , we should politely suggest they too put it in writing and piss them off greatly ! Hi Folks,

I have also been conned, but not by sky , it’s another company trading under Premier satellite Repairs Limited of 1 St Stephens Court 15-17 Stephens Road, Bournemouth. These people have somehow obtained our details and gave us a phone stating that they represented Sky TV and that our Warranty was now up . We took out cover at £55 a year , and today on contacting them with a minor problem i was hit with the spill of ” What type of box do you have, how long has it been installed, is it multiroom ” etc , etc . Once he was informed it was Two years old i was quicky informed the Insurance did not cover my box.

I have presently an ongoing complaint with Sky TV as to how this and other companies are obtaining Sky Customer details and harrassing us for business. The answer is quite obvious Sky TV are selling our details ,and if you want to complain as my friend has just pointed out there is to direct number to call just an address to write to . So may i suggest the next time Sky TV contact us , we should politely suggest they too put it in writing and piss them off greatly !

]]> By: Sam Deeks http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8646 Sam Deeks Tue, 06 Dec 2011 23:35:20 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8646 All of that feeling, all that frustration - and it won't make any difference because nobody in business in these places actually cares. They're too big, too busy, too impersonal, too profitable, too complex, too distant, too unaccountable. It's a pity isn't it? Do let us know if anyone proves me wrong ;-) All of that feeling, all that frustration – and it won’t make any difference because nobody in business in these places actually cares. They’re too big, too busy, too impersonal, too profitable, too complex, too distant, too unaccountable.

It’s a pity isn’t it?

Do let us know if anyone proves me wrong ;-)

]]> By: C Kennedy http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8645 C Kennedy Tue, 06 Dec 2011 21:13:38 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8645 Copy of email sent to all of the above contacts this evening. On Saturday 3rd December I tried on 6 separate occasions to upgrade my Sky box. I was unable to do this online. I was informed on your website that I did not have a landline - I do. I was informed online that I was awaiting a visit regarding my hardware - I wasn't. I used your complaints process on line and 'spoke' to 2 separate operators who eventually informed me that there was a problem with the website but I could upgrade through the sales team. They provided me with the number. On contacting this team I was told I could only redeem the 'carrot' of £100 M&S vouchers by upgrading online. Interesting catch 22! I telephoned again and was on the 'phone for almost an hour and three quarters. I eventually spoke to someone who informed me that I could contact a separate department that could arrange the online order with offer over the phone. I telephoned again and the operator again tried to put me through to the appropriate department. Having waited 25 minutes she came back to me on 2 separate occasions to inform me that 4 operators had refused to speak to me and suggested that I contact them directly as they 'would not put the phone down on me!!!!! As I had already spent nearly 1 hour 15 minutes on the telephone by this time I suggested that she put a manager on to me. I had asked her to escalate the issue - she said she was unable to do so. A manager spoke to me and informed me that to his knowledge the online ordering could not be resolved on the phone. He then spent 20 minutes again leading me around the houses and intricacies of the Sky operation. All to no avail. I have been misled, patronised, left hanging on the line waiting to be 'put through'. It has cost me a fortune in phone calls because of the invidious 0844 number. I have spoken to upwards of 9 different people - none of whom could resolve the issue. I should perhaps outline the obvious - YOUR website failed YOUR staff were singularly helpful YOUR, what I can only refer to as 'spurious', offer of M&S vouchers could not be redeemed I was trying to put more money your way ( for which I think I should perhaps be sectioned!) I was on the phone for in excess of 1hour 40 minutes. I only got a result when I threatened to cancel my subscription. No way to do business No way to keep loyal customers No way to encourage the recruitment of new customers I am disgusted with the treatment I have received this evening from your call centre. Copy of email sent to all of the above contacts this evening.

On Saturday 3rd December I tried on 6 separate occasions to upgrade my Sky box. I was unable to do this online. I was informed on your website that I did not have a landline – I do. I was informed online that I was awaiting a visit regarding my hardware – I wasn’t.

I used your complaints process on line and ‘spoke’ to 2 separate operators who eventually informed me that there was a problem with the website but I could upgrade through the sales team. They provided me with the number.

On contacting this team I was told I could only redeem the ‘carrot’ of £100 M&S vouchers by
upgrading online. Interesting catch 22! I telephoned again and was on the ‘phone for almost an hour and three quarters.

I eventually spoke to someone who informed me that I could contact a separate department that could arrange the online order with offer over the phone.

I telephoned again and the operator again tried to put me through to the appropriate department. Having waited 25 minutes she came back to me on 2 separate occasions to inform me that 4 operators had refused to speak to me and suggested that I contact them directly as they ‘would not put the phone down on me!!!!!

As I had already spent nearly 1 hour 15 minutes on the telephone by this time I suggested that she put a manager on to me. I had asked her to escalate the issue – she said she was unable to do so.

A manager spoke to me and informed me that to his knowledge the online ordering could not be resolved on the phone. He then spent 20 minutes again leading me around the houses and intricacies of the Sky operation. All to no avail.

I have been misled, patronised, left hanging on the line waiting to be ‘put through’. It has cost me a fortune in phone calls because of the invidious 0844 number.

I have spoken to upwards of 9 different people – none of whom could resolve the issue.

I should perhaps outline the obvious –

YOUR website failed
YOUR staff were singularly helpful
YOUR, what I can only refer to as ‘spurious’, offer of M&S vouchers could not be redeemed
I was trying to put more money your way ( for which I think I should perhaps be sectioned!)
I was on the phone for in excess of 1hour 40 minutes.
I only got a result when I threatened to cancel my subscription.

No way to do business
No way to keep loyal customers
No way to encourage the recruitment of new customers

I am disgusted with the treatment I have received this evening from your call centre.

]]> By: Sam Deeks http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8620 Sam Deeks Sun, 04 Dec 2011 04:48:41 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8620 Hi David thanks for your comment. You can post again with your email address if you like, not a problem. Hope you get somewhere - I'm all for customer power forcing big organisations to listen and take action. Let us know how you get on! Hi David thanks for your comment. You can post again with your email address if you like, not a problem. Hope you get somewhere – I’m all for customer power forcing big organisations to listen and take action. Let us know how you get on!

]]> By: David http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8614 David Sat, 03 Dec 2011 07:04:55 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8614 Trying to cancel a contract with Sky is a nightmare, in particular the Broadband - I gave 31 days notice in writing on 28 July '10 ; despite their providing the MAC code for transfer to BT on 1 Sep 2010, and I paid a settlement figure to them using my credit card in Sep 2010 - they did not cancel the contract saying I had not written the letter - during the months that followed they used my credit card to recreate an unauthorised direct debit, recalled the phone contract from BT (astonishing that BT even allowed this but thats another tale !) in over 15 phone calls, 4 recorded delivery letters I finally (I thought ) achieved the closure of the account in February 2011. Not a single written reply was received by me, even to the formal complaints procedure, despite numerous Customer Services people agreeing on the phone that the contract will be ended. It now transpires that that still has not happened and Sky still have the Broadband contract open, though not supplying this service for over a year. Yet again 2 days ago I have the assurance that they will be cancelling, but I can get no assurance that I will get a letter to confirm this. Cancellation delays, and non performance of a cancellation, are clearly a policy of SKY and I am now trying to obtain details of people who have had similar experience. Is this a forum where I can give my email address so I can collate experiences ? I intend to do a project on this, for a full newspaper article, and representation to Ofcom (who are powerless/useless at any supervision of the communications industry) Trying to cancel a contract with Sky is a nightmare, in particular the Broadband – I gave 31 days notice in writing on 28 July ’10 ; despite their providing the MAC code for transfer to BT on 1 Sep 2010, and I paid a settlement figure to them using my credit card in Sep 2010 – they did not cancel the contract saying I had not written the letter – during the months that followed they used my credit card to recreate an unauthorised direct debit, recalled the phone contract from BT (astonishing that BT even allowed this but thats another tale !) in over 15 phone calls, 4 recorded delivery letters I finally (I thought ) achieved the closure of the account in February 2011.

Not a single written reply was received by me, even to the formal complaints procedure, despite numerous Customer Services people agreeing on the phone that the contract will be ended. It now transpires that that still has not happened and Sky still have the Broadband contract open, though not supplying this service for over a year. Yet again 2 days ago I have the assurance that they will be cancelling, but I can get no assurance that I will get a letter to confirm this.

Cancellation delays, and non performance of a cancellation, are clearly a policy of SKY and I am now trying to obtain details of people who have had similar experience.

Is this a forum where I can give my email address so I can collate experiences ? I intend to do a project on this, for a full newspaper article, and representation to Ofcom (who are powerless/useless at any supervision of the communications industry)

]]> By: Simon http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8102 Simon Thu, 28 Jul 2011 19:46:35 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8102 Rip-off companies are on the increase, so we decided to put up website that allows users to see who is ripping people off in there area. Users can create reviews when they think they have been scammed, the website is www.tradebust.com if you have a story to tell then let others know, bust the rouge traders! We all need to pull together and create a central database to alert others! Rip-off companies are on the increase, so we decided to put up website that allows users to see who is ripping people off in there area. Users can create reviews when they think they have been scammed, the website is http://www.tradebust.com if you have a story to tell then let others know, bust the rouge traders!

We all need to pull together and create a central database to alert others!

]]> By: Ameesha http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8030 Ameesha Fri, 08 Jul 2011 01:27:28 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8030 Well another Best Solution to call sky with Local Rate is to call this Number 02033554849 Well another Best Solution to call sky with Local Rate is to call this Number

02033554849

]]> By: Rachel http://www.mukaumedia.co.uk/sky-customer-service-0844-ripoff/#comment-8007 Rachel Sun, 03 Jul 2011 13:56:14 +0000 http://www.mukaumedia.co.uk/?p=1520#comment-8007 We've been unable to make incoming calls for 2 months, although we're able to make outgoing calls. Sky said their system went down on the day we were supposed to have our phone line switched from Virgin. That was on May 5th We've probably made about 16 phone calls to Sky customer service we've been fobbed off every single time. We sent off an angry email 2 weeks ago to the upper echelons of the company and we heard nothing. Surprised? Of course not. They've even had the cheek to tell us this morning that we may be liable to pay £100 if its our phone line with the issue - why were we not told this before? We can make calls - so how can it be our fault? Of course they won't take responsibility. Sent off another today threatening to go to Ofcom if nothing is done. Believe in better? What a joke....... We’ve been unable to make incoming calls for 2 months, although we’re able to make outgoing calls.

Sky said their system went down on the day we were supposed to have our phone line switched from Virgin. That was on May 5th

We’ve probably made about 16 phone calls to Sky customer service we’ve been fobbed off every single time. We sent off an angry email 2 weeks ago to the upper echelons of the company and we heard nothing. Surprised? Of course not.

They’ve even had the cheek to tell us this morning that we may be liable to pay £100 if its our phone line with the issue – why were we not told this before? We can make calls – so how can it be our fault? Of course they won’t take responsibility.

Sent off another today threatening to go to Ofcom if nothing is done.

Believe in better? What a joke…….

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