Sky's Customer Service or Lack there off!

Fattes

Right Called Sky today to upgrade our account - looking to go to HD Box

We are sky customers for 5 years full package €76 a month never late payment etc

Account is in Partners Name but my email and paid from my account;

Tried over 45 Minutes :eek: to try and get it sorted!!! but they refused as we could not remember the password could give them every detail bar the password they would not even email the password to the account email :mad:

Password was xxxx but we where quoting password xxx11 for example.

They where so difficult it was almost like they wanted you to leave their serve possibly the worst Customer Service I have ever experienced:mad:

Cantona's Collars

Fattes wrote: »

Right Called Sky today to upgrade our account - looking to go to HD Box

We are sky customers for 5 years full package €76 a month never late payment etc

Account is in Partners Name but my email and paid from my account;

Tried over 45 Minutes :eek: to try and get it sorted!!! but they refused as we could not remember the password could give them every detail bar the password they would not even email the password to the account email :mad:

Password was xxxx but we where quoting password xxx11 for example.

They where so difficult it was almost like they wanted you to leave their serve possibly the worst Customer Service I have ever experienced:mad:

Due to the fact the account is in your partners name,they will not deal with you due to strict confidentiality rules.They will only talk to the account holder.The fact you couldn't remember the password didn't help-it would be the same as going to a bank and trying to access someone elses account.
Not the worst customer service ever,simply sticking to the rules-it would be worse if somebody could easily access your account.Simply get your partner to ring up as they are the account holder.

Fattes

Partner is currently vocally incapacitated and will be till end of August; a fact that was fully explained to the customer service rep and we emailed the sick cert to explain to the customer email, point was it took them 45 minutes to get around to even put us in touch with the right person.

The account is paid for from my bank account, and the phone number on the account is mine, which is where I was calling from.

Explained the situation in full and asked politely for them to email a password reset to the email on the account Ans NO.

We where actually giving them the password with adding 2 numbers to the end. Eventually a supervisor advised that they would email it to the customer account!

It would be easier to get a password reset form my Bank than Sky!

Solair

I'm not a huge fan of Sky's customer service either, but ...

Due to data protection rules, they can't be flexible on this kind of thing at all. You'll find that most companies are are like this.

You can have situations where a spouse or another adult in the house could try to add services, or snoop into information about the account without the bill payer's authorisation.

If you wife has a problem speaking on the phone, she needs to write to Sky and add you to the account as an authorised party.

It may even be possible to do this online via sky.com

Fattes

Nope you have to do it by phone!!!! Even though we had emailed them from the account informing them of such they just refused and the function on the website does not work for it

Hence the problem they where un willing to facilitate anything the bank will post out a password reset Sky will not.

I could have simply got any of the girls in the office to call and offer the information requested and they would have let me in to the account!!!

I am well aware of the Data protection legislation and there is wiggle room in place.

Kristopherus

Fattes wrote: »

Nope you have to do it by phone!!!! Even though we had emailed them from the account informing them of such they just refused and the function on the website does not work for it

Hence the problem they where un willing to facilitate anything the bank will post out a password reset Sky will not.

I could have simply got any of the girls in the office to call and offer the information requested and they would have let me in to the account!!!

I am well aware of the Data protection legislation and there is wiggle room in place.

I always thought your password was the last 4 digits on your $ky Card.

kbell

Kristopherus wrote: »

I always thought your password was the last 4 digits on your Sky Card.

Nope, this is your pin number.

lockers55

Maybe you can try and upgrade online by logging in to your account. It might be the easier option. Also if you forgot your password they will email it to you.

https://skyid.sky.com/signin/mysky?successUrl=https://my.sky.com/mysky&cancelUrl=https://my.sky.com/mysky

Hope it helps

Bards

Ask Sky for a a form such as a Mandate Form, and Get your partner to sign it authorising you to act fully on his/her behalf due to his/her incapacitation

Solair

You can add an authorised party via Sky.com if you log in and find the appropriate option.

You can also do any upgrades, but not downgrades, via the website or through sky interactive on the box.

Cantona's Collars

Kristopherus wrote: »

I always thought your password was the last 4 digits on your $ky Card.

You seem to have a problem with the S button on your keyboard,you must have gotten the K button fixed as you went from Sly to $ky:rolleyes:

The op can get any upgrades,be it packages or equipment online by registering on mysky.com,saves a lot of hassle as you don't have to phone them as much,you or your partner can access the account that way.