Was on hold to sky for 2 hours

niallo27

I was on hold to sky last night for 212 minutes in total last night. I wanted to cancel and wouldn't give up. Nobody answered the phone in the end. This cost me a fortune. I rang this morning and was through in 2 minutes and I was told that there was technical difficulties last night and operators could not answer most calls. What will I do to get a few quid back.

gctest50

Did the email cancellation work ?

http://help.sky.com/my-account/billing-and-subscription/remove-a-package-or-cancel-your-subscription?country=ie

https://contactus.sky.com/ie/sky-tv/cancel-sky-tv/email

Witcher

In all of that time it never occured to you to put the phone down and call back?

machiavellianme

gctest50 wrote: »

Did the email cancellation work ?

http://help.sky.com/my-account/billing-and-subscription/remove-a-package-or-cancel-your-subscription?country=ie

https://contactus.sky.com/ie/sky-tv/cancel-sky-tv/email

Since when did email cancellation work? Any time I tried it in the past I got told to call an operator.

neil_hosey

212 minutes is 3 and a half hours..

gctest50

machiavellianme wrote: »

Since when did email cancellation work?

I don't know - that's why I asked

machiavellianme wrote: »

Any time I tried it in the past I got told to call an operator.

Just out of interest - how many times have you cancelled ?

Mr_D

Hello there,

Exactly the same thing happened to me last night. Well, not quite exactly, I was "only" put on hold for 2 hours and 25 seconds. I suppose we have to give them the benefit of the doubt that it was genuinely a technical fault...

Two other anomalies this would not explain though:

- tried to cancel through the Sky Ireland support page, by requesting cancellation from their on-line form. This was on 29th Dec.I received an automated reply, then an Email 2 days later stating: "As your account is registered in the Republic of Ireland, you will need to contact our Customer Services team direct on 0818 719 819". Interesting reply considering that the request was sent from the RoI pages, and the automated Email reply stated: "Thank you for contacting Sky Help Centre Ireland."

- second attempt yesterday (02/01/14) by phone as requested by Sky. Spoke to someone reasonably quickly - he took all my details (cards, accounts, identity, etc.) and then said I would be placed on hold while "transferred to accounts". Then stuck in the queue for over 2 hours.... before I gave up. With hindsight his choice of words was a give away: "since you are potentially thinking about leaving..."

Not impressed at all. I have already escalated this with Sky Ireland and will refer the matter to ComReg if Sky Ireland does not put things right promptly.

Mr_D

dubrov

Sounds like it was a genuine error given you got through in 2 minutes the following day.

I'm amazed that someone would stay on hold more than 2 hours.
The maximum I would last is 30 minutes but that would really be pushing it.

More Music

Looks like Sky had a genuine fault. These things happen occasionally.

What exactly are you you expecting compensation for?

How anybody would stay on hold for 3 and a half hours is beyond comprehension.

niallo27

Sorry counted it wrong was about 2 and half hours. I rang 3 times. First time I got through they said 15 min waiting time I was on for 59 mins. Second they said 20 mins. I waited for 56 mins. Third time they said 4 mins and I waited over 30 mins. I just left the phone on loudspeaker. It cost me a fortune. It's not my fault their system is ****e.

niallo27

More Music wrote: »

Looks like Sky had a genuine fault. These things happen occasionally.

What exactly are you you expecting compensation for?

How anybody would stay on hold for 3 and a half hours is beyond comprehension.

I was charged to ring a number that doesn't work. If your sky didn't work for a week and they still charged you would you still say the same.

punisher5112

I thought sky customers could call free?

Next time do live chat or use a landline.

niallo27

punisher5112 wrote: »

I thought sky customers could call free?

Next time do live chat or use a landline.

Don't have a land line. I was paying for a call that couldn't get through. How are people defending sky here.

Morrisseeee

Mr_D wrote: »

Hello there,

Exactly the same thing happened to me last night. Well, not quite exactly, I was "only" put on hold for 2 hours and 25 seconds. I suppose we have to give them the benefit of the doubt that it was genuinely a technical fault...

Two other anomalies this would not explain though:

- tried to cancel through the Sky Ireland support page, by requesting cancellation from their on-line form. This was on 29th Dec.I received an automated reply, then an Email 2 days later stating: "As your account is registered in the Republic of Ireland, you will need to contact our Customer Services team direct on 0818 719 819". Interesting reply considering that the request was sent from the RoI pages, and the automated Email reply stated: "Thank you for contacting Sky Help Centre Ireland."

- second attempt yesterday (02/01/14) by phone as requested by Sky. Spoke to someone reasonably quickly - he took all my details (cards, accounts, identity, etc.) and then said I would be placed on hold while "transferred to accounts". Then stuck in the queue for over 2 hours.... before I gave up. With hindsight his choice of words was a give away: "since you are potentially thinking about leaving..."

Not impressed at all. I have already escalated this with Sky Ireland and will refer the matter to ComReg if Sky Ireland does not put things right promptly.

Mr_D

I heard this from alot of people recently, and had the same experience myself.
It's ridiculous how hard they make the cancellation process.
My experience was getting cut off, twice, and this jig about being put onto a 10min waiting queue is another stunt.
Can something be done about it, surely it's the customers 'right' that they should be able to cancel with minimum fuss and expense ?

Remember that upgrading can be done effortlessly on the internet !!

muffler

niallo27 wrote: »

Don't have a land line. I was paying for a call that couldn't get through.

Oh really?

niallo27 wrote: »

How are people defending sky here.

I dont think anyone here is defending Sky but claiming you dont have a land line with free calls to Sky and grossly exaggerating the length of time you were put on hold is hardly going to earn you much respect.

niallo27

muffler wrote: »

Oh really?


I dont think anyone here is defending Sky but claiming you dont have a land line with free calls to Sky and grossly exaggerating the length of time you were put on hold is hardly going to earn you much respect.

I have technically a landline but I only use it for broadband. I don't even own a phone I can plug in. I didn't exaggerate my time on hold I made a simple mistake. I'm not looking for respect, I just didn't think everyone would be licking the balls off sky. No wonder we are getting ****ed over by all the tv, broadband and phone companies. People are just happy to get ****ed over.

Chazz Michael Michaels

niallo27 wrote: »

I have technically a landline but I only use it for broadband. I don't even own a phone I can plug in. I didn't exaggerate my time on hold I made a simple mistake. I'm not looking for respect, I just didn't think everyone would be licking the balls off sky. No wonder we are getting ****ed over by all the tv, broadband and phone companies. People are just happy to get ****ed over.

Could you quote someone who defended sky?

lertsnim

niallo27 wrote: »

I have technically a landline but I only use it for broadband. I don't even own a phone I can plug in. I didn't exaggerate my time on hold I made a simple mistake. I'm not looking for respect, I just didn't think everyone would be licking the balls off sky. No wonder we are getting ****ed over by all the tv, broadband and phone companies. People are just happy to get ****ed over.

Who is licking the balls off sky?

You will only get ****ed by a company if you're willing to be

niallo27

Chazz Michael Michaels wrote: »

Could you quote someone who defended sky?

He went through my post history to try discredit me. What the **** is that about. I come in here and have a moan about sky whose phone lines didn't work and I'm the one getting the grief. People have defended sky saying it was a technical error in other words get the **** over it.

Chazz Michael Michaels

niallo27 wrote: »

He went through my post history to try discredit me. What the **** is that about. I come in here and have a moan about sky whose phone lines didn't work and I'm the one getting the grief. People have defended sky saying it was a technical error in other words get the **** over it.

So, you can't show me someone actually defending Sky, then. This thread has just been a disaster for you, hasn't it?

muffler

niallo27 wrote: »

I have technically a landline but I only use it for broadband. I don't even own a phone I can plug in.

Strange that the situation has changed from 3 weeks ago...or has it

niallo27 wrote: »

He went through my post history to try discredit me. What the **** is that about. I come in here and have a moan about sky whose phone lines didn't work and I'm the one getting the grief. People have defended sky saying it was a technical error in other words get the **** over it.

Maybe tell the truth and quit the swearing might get you a wee bit of sympathy.

niallo27

Chazz Michael Michaels wrote: »

So, you can't show me someone actually defending Sky, then. This thread has just been a disaster for you, hasn't it?

Ya it seems to be attack the poster around here.

niallo27

muffler wrote: »

Strange that the situation has changed from 3 weeks ago...or has it


Maybe tell the truth and quit the swearing might get you a wee bit of sympathy.

I don't have a phone. I don't own a phone I can plug into the wall. Why is this so hard for you to understand. I don't have a land phone. I don't have one. Why you so interested in discrediting me. Do you want to see my vodafone bill.

niallo27

Chazz Michael Michaels wrote: »

So, you can't show me someone actually defending Sky, then. This thread has just been a disaster for you, hasn't it?

People at the start it was a technical issue. These things happen more or less tough ****. I would call that defending them.

percy212

Sky should have a working line or a message that tells you to call back later. The op was told to hold and someone would take his call. Nobody did. I don't think that is acceptable. I would contact sky and request a refund for the cost of the call. If that is refused you can have your day in small claims court for free.

michael999999

muffler wrote: »

Strange that the situation has changed from 3 weeks ago...or has it

You do know you can have home broadband without having a house phone?

machiavellianme

gctest50 wrote: »

I don't know - that's why I asked





Just out of interest - how many times have you cancelled ?

Cancelled = 0 times
Rang about cancelling and was tempted to stay with a better offer = 3 times

More Music

niallo27 wrote: »

I was charged to ring a number that doesn't work. If your sky didn't work for a week and they still charged you would you still say the same.

I accept that technology fails, and assuming somebody or the company concerned isn't taking the piss I tend to move on quite quickly.

If somebody is fcuking me around or making pathetic excuses and doesn't seem too bothered I will then create bother.

Breakfast in bed was late last weekend. I rang reception to say it was fine that I had to leave at a certain time. Receptionist said straight out the kitchen was overwhelmed, I said look honestly it's ok, 2 mins later breakfast arrived. The same girl checked me out and waived the room service charge.

Guy:Incognito

percy212 wrote: »

Sky should have a working line or a message that tells you to call back later. The op was told to hold and someone would take his call. Nobody did. I don't think that is acceptable. I would contact sky and request a refund for the cost of the call. If that is refused you can have your day in small claims court for free.

The small claims court isn't free.

niallo27

More Music wrote: »

I accept that technology fails, and assuming somebody or the company concerned isn't taking the piss I tend to move on quite quickly.

If somebody is fcuking me around or making pathetic excuses and doesn't seem too bothered I will then create bother.

Breakfast in bed was late last weekend. I rang reception to say it was fine that I had to leave at a certain time. Receptionist said straight out the kitchen was overwhelmed, I said look honestly it's ok, 2 mins later breakfast arrived. The same girl checked me out and waived the room service charge.

I think this thread has probably got more serious than i thought it would, its hard to compare it to your situation. How would you have felt if reception never answered the phone and yo didnt know what was happening with your breakfast.

webpal

niallo27 wrote: »

What will I do to get a few quid back.

Meanwhile back to the original question - why don't you try ringing your phone provider and explain to them your situation and that sky confirmed there where technical difficulties and ask them for a credit.

Bruthal

Chazz Michael Michaels wrote: »

So, you can't show me someone actually defending Sky, then. This thread has just been a disaster for you, hasn't it?

I don't think the op was trying to become more popular and legendary on boards, unlike some who like to join in on an op attack.

rubberdiddies

OP has a genuine complaint and subsequently gets attacked. Really encourages people to post in here ðŸ˜

Sky allow you to upgrade instantly but when you want to cancel the procedure is to transfer you to their retentions department. This in my opinion is to serve two purposes: (emphasis in In my opinion)

1) try to retain you with an offer
2) keep you on hold until you give up

Nothing illegal about it but not ideal customer service

Problem is as it's a chargeable phone call it costs people money

They use similar practices to online gambling companies, easy to deposit money but much harder to withdraw money and cancel an account

percy212

Guy:Incognito wrote: »

The small claims court isn't free.

That's not very helpful. The fee is 25 euros OP. http://www.consumerhelp.ie/small-claims

If you cant afford that I would search the web for addresses of senior types at sky and blast them with....emails…until you get what you want. Hard copy letters tend to get more attention if you have time to go that route.

Just keep bugging them. They will respond eventually.

anncoates

Happened to me but just hung up after about 40 minutes. In fairness, they answered quickly the next day and were apologetic.

Guy:Incognito

percy212 wrote: »

That's not very helpful. The fee is 25 euros OP. http://www.consumerhelp.ie/small-claims

Helpful to who? I was replying to you not the op. You said the scc was free and I was correcting you.

Tipsy McSwagger

Irish customers are treated like dirt. If you want to downgrade you must ring them. I was on chat with them and as soon as I said I was living in ROI they wouldn't help me. You can't email them either. Try to phone them and you can't get through. Try to upgrade and it's done easily on their website. Got cut off during a call the other day and no call back, wa*kers.

percy212

Guy:Incognito wrote: »

Helpful to who? I was replying to you not the op. You said the scc was free and I was correcting you.

Correcting without offering 'correct' information is not useful to the OP or anyone else.

Tom Hanks

Tipsy McSwagger wrote: »

Irish customers are treated like dirt. If you want to downgrade you must ring them. I was on chat with them and as soon as I said I was living in ROI they wouldn't help me. You can't email them either. Try to phone them and you can't get through. Try to upgrade and it's done easily on their website. Got cut off during a call the other day and no call back, wa*kers.

That's the real truth above.

I'm pulling the plug on them this year - FTA stuff, especially the national broadcasters are much better than the majority of the content on there.

I'll keep BT & Setanta & use Saorview - I don't mind subscribing to something that I'll actually watch.

mikeym

Arent Calls to the sky centre free if you have Sky talk?

Edit: Just checked the website it says "Calls to Sky Customer Services at no
extra cost".

http://www.sky.com/ireland/broadband-talk/talk-freetime/

Guy:Incognito

percy212 wrote: »

Correcting without offering 'correct' information is not useful to the OP or anyone else.

It's helpful to you to know your information is wrong. I wasn't sure on the current fee so I didn't post one. If you want to update your information your free to google it yourself (which I assume you did for the reply)

kegsmcsorley

niallo27 wrote: »

I was on hold to sky last night for 212 minutes in total last night. I wanted to cancel and wouldn't give up. Nobody answered the phone in the end. This cost me a fortune. I rang this morning and was through in 2 minutes and I was told that there was technical difficulties last night and operators could not answer most calls. What will I do to get a few quid back.

you waited for 212 minutes? Dont know who is worse.

percy212

Guy:Incognito wrote: »

It's helpful to you to know your information is wrong. I wasn't sure on the current fee so I didn't post one. If you want to update your information your free to google it yourself (which I assume you did for the reply)

Your post above like your previous one adds nothing to the discussion.

from_atozinc

This thread is stupid at this stage !

Guy:Incognito

percy212 wrote: »

Your post above like your previous one adds nothing to the discussion.

Thanks for your riveting input.

percy212

You keep proving my point. More useless noise. Thanks!