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Contact for Sky

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  • 30-10-2020 11:30pm
    #1
    jazzyk
    Registered Users Posts: 62 ✭✭


    I recently (4 months ago )went through a cancellation process with sky.It took quite a while but eventually cancelled as the bill went from 60EUR to 120EUR a month. About 2 weeks later the rang me back and convinced me to sign back up with the same package for approx 60EUR a month and agreed and have paid all bills since.
    This week I received a bill for 190EUR and eventually figured out it was 130EUR for non return of equipment fee, even tough I am still using the equipment
    The problem is I never really cancelled and I cannot get through to anyone , phone, message email to discuss this.

    I have to say this is very very frustrating. How can such a large company not have any interaction with its customers. As far as I can see the only option for me at the moment is to snail mail them which is such a backwards step for an ISP

    Does any one have any similar issues with contacting SKY

    Jim
    Tagged:


«1

Comments

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    #2
    JTMan
    Registered Users Posts: 5,535 ✭✭✭JTMan


    Firstly, try your best to resolve this directly with Sky (try chat and Twitter too) but if all else fails block the Sky DD at your bank and stop Sky taking money from you that it's not theirs to take.


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    #3
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    You're talking about Sky Italy?


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    #4
    taylor3
    Registered Users Posts: 266 ✭✭taylor3


    I cancelled by phone during the week. The number i used is 1800 927 476. I got through on this number but be warned they leave you holding for approx 20mins.
    I'm in Ireland.


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    #5
    johndaman66
    Registered Users Posts: 4,095 ✭✭✭johndaman66


    I found them to be absolutely horrendous to deal with when I was with them. Wait times of 20 minutes were the absolute minimum, they have one of these 0818 numbers and as I only had my broadband with them and did not have a landline phone installed it cost an absolute fortune to call from my mobile.

    I was out of contract and they told me if I was to cancel I would be without a phone line and hence without broadband for 3 weeks which I learned after is just a blatant lie. If I had known better I should have threatened them with Comreg at the time.

    I don't think I'd bother with snail mail as you could probably be sure with a firm like that it will get "lost in the post". If you are out of contract then maybe get in touch with an alternative provider. They should take out all of the heavy lifting of changing you over. You possibly should get in touch with Comreg about being fleeced by them though as I don't think you are going to get any joy out of Sky themselves.


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    #6
    EverythingGood
    Registered Users Posts: 2,003 ✭✭✭EverythingGood


    johndaman66 wrote: »
    I found them to be absolutely horrendous to deal with when I was with them. Wait times of 20 minutes were the absolute minimum, they have one of these 0818 numbers and as I only had my broadband with them and did not have a landline phone installed it cost an absolute fortune to call from my mobile.

    I was out of contract and they told me if I was to cancel I would be without a phone line and hence without broadband for 3 weeks which I learned after is just a blatant lie. If I had known better I should have threatened them with Comreg at the time.

    I don't think I'd bother with snail mail as you could probably be sure with a firm like that it will get "lost in the post". If you are out of contract then maybe get in touch with an alternative provider. They should take out all of the heavy lifting of changing you over. You possibly should get in touch with Comreg about being fleeced by them though as I don't think you are going to get any joy out of Sky themselves.


    They have a freephone 1800 number, plastered all over this chat.


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    #7
    johndaman66
    Registered Users Posts: 4,095 ✭✭✭johndaman66


    EverythingGood wrote: »
    They have a freephone 1800 number, plastered all over this chat.
    I see the only reference to it on this chat is taylor3 posted it once in the post previous to mine, thats all I see it here unless I missed something? Certainly Sky didn't provide it or at least didn't advertise it when I was with them anyway. They only seemed to make the 0818 number available on their site and literature at that stage anyway. A con of a company in my experience.


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    #8
    shoes43
    Registered Users Posts: 77 ✭✭shoes43


    johndaman66 wrote: »
    I found them to be absolutely horrendous to deal with when I was with them. Wait times of 20 minutes were the absolute minimum, they have one of these 0818 numbers and as I only had my broadband with them and did not have a landline phone installed it cost an absolute fortune to call from my mobile.

    I was out of contract and they told me if I was to cancel I would be without a phone line and hence without broadband for 3 weeks which I learned after is just a blatant lie. If I had known better I should have threatened them with Comreg at the time.

    I don't think I'd bother with snail mail as you could probably be sure with a firm like that it will get "lost in the post". If you are out of contract then maybe get in touch with an alternative provider. They should take out all of the heavy lifting of changing you over. You possibly should get in touch with Comreg about being fleeced by them though as I don't think you are going to get any joy out of Sky themselves.


    I contacted them last week by phone was kept holding for 25 minutes then the Representative kept putting me on hold to talk to someone else. I have been a customer for 12 years and I have sold my house and wanted to cancel SKy Broadband, talk and the tv subscription. I do not have SKY Q still using SKY +. He refused to cancel the TV subscription unless I paid €172.00 I said I would not be paying it and was upset that after 12 years they treat their customers badly. I can see from My Account that only Broadband and Talk are due to be cancelled on 10 December. My next bill is due on 19 November and I have told them I will be cancelling my Direct Debit once that payment comes out. I don't know what to do with the equipment as I am sure on one wants an old SKY + box (its about 7 years old). I won't be at that address and the new owners don't want SKY.

    I have sent them e-mails and also sent a copy of the e-mail in the post - probably pointless.


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    #9
    cbnd5321
    Registered Users Posts: 3 ✭cbnd5321


    Their customer service is appalling.

    My mum lost her picture. she is 80 and isolating because of covid so her TV was all she had. She contacted SKY on their advertised number and was kept holding for over an hour so eventually went online. They initially tried to get her to upgrade to SkyQ and when she refused was told they were dealing with VULNERABLE people first but an engineer could call to her in three weeks. If an 80 year old woman who is isolating is not vulnerable I don't know who is ?

    Absolutely shocking way to deal with customers


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    #10
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    Private and Confidential

    Mr. JD Buckley
    Sky Ireland
    Burlington Plaza
    Dublin 4


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    #11
    CoBo55
    Registered Users Posts: 8,748 ✭✭✭CoBo55


    Samuel T. Cogley wrote: »
    Private and Confidential

    Mr. JD Buckley
    Sky Ireland
    Burlington Plaza
    Dublin 4

    Absolutely guaranteed to be put in the shredder. Talk about entitlement. I used to hate that crap from people, the, I know your boss brigade, guess what? So do I.
    Don't do this op, unfortunately like all the rest us mere mortals you'll just have to stick it out on the phone. 0818 numbers are cheap if not free on Vodafone.


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    #12
    SouthWesterly
    Registered Users Posts: 6,456 ✭✭✭SouthWesterly


    CoBo55 wrote: »
    Absolutely guaranteed to be put in the shredder. Talk about entitlement. I used to hate that crap from people, the, I know your boss brigade, guess what? So do I.
    Don't do this op, unfortunately like all the rest us mere mortals you'll just have to stick it out on the phone. 0818 numbers are cheap if not free on Vodafone.

    He can use the free phone number. A search of this forum has it going back years


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    #13
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    CoBo55 wrote: »
    Absolutely guaranteed to be put in the shredder. Talk about entitlement. I used to hate that crap from people, the, I know your boss brigade, guess what? So do I.
    Don't do this op, unfortunately like all the rest us mere mortals you'll just have to stick it out on the phone. 0818 numbers are cheap if not free on Vodafone.

    Not entitlement at all and 1800 numbers are free.

    It will be opened by his PA and passed on to one of the TLC team (escalations).

    Its 'mere mortals' that dont think outside the box letting people like Eir and Sky get away with ****e service. At least Eir got their comeuppance.


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    #14
    L1011
    Moderators, Business & Finance Moderators, Motoring & Transport Moderators, Society & Culture Moderators Posts: 67,670 Mod ✭✭✭✭L1011


    Every telco has a team to deal with complaints to exec teams and/or regulators. If they've any sense its the vaguely decent staff that do it. Used to work on BTs one an incredibly long time ago.


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    #15
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    L1011 wrote: »
    Every telco has a team to deal with complaints to exec teams and/or regulators. If they've any sense its the vaguely decent staff that do it. Used to work on BTs one an incredibly long time ago.

    One guy in the call centre went and found JD one day and told him there was a customer looking to speak to him. I'm not sure that person was ever classed as 'vaguely decent' :pac:


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    #16
    L1011
    Moderators, Business & Finance Moderators, Motoring & Transport Moderators, Society & Culture Moderators Posts: 67,670 Mod ✭✭✭✭L1011


    Did I say Eir had any sense? :pac:


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    #17
    CoBo55
    Registered Users Posts: 8,748 ✭✭✭CoBo55


    Samuel T. Cogley wrote: »
    Not entitlement at all and 1800 numbers are free.

    It will be opened by his PA and passed on to one of the TLC team (escalations).

    Its 'mere mortals' that dont think outside the box letting people like Eir and Sky get away with ****e service. At least Eir got their comeuppance.

    No it won't it'll be lobbed in the bin. Writing to the head honcho isn't " thinking outside the box" (god I hate that phrase) it's being a bell end...
    Ring and ask to be put through to escalations...


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    #18
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    CoBo55 wrote: »
    No it won't it'll be lobbed in the bin. Writing to the head honcho isn't " thinking outside the box" (god I hate that phrase) it's being a bell end...
    Ring and ask to be put through to escalations...

    You won't be put through to escalations over the phone. You need to write in or engage on social media.

    I know for a fact what happens to letters written in to sky and where they go.

    The buck stops with the MD / CEO. Sky have been understaffed for years. Initially it was a space issue in Burlington Plaza but they have had years to sort it out. An hour on hold, a vulnerable customer who is confined to the house being told three weeks justifies a letter to the head honcho as does a number of other sharp practices Sky employ. Theres a difference between quietly writing in and threatening some CS agent with it who is constrained by the policies put in place by said head honcho.

    But you keep advising people to ring in on a phone line that could be costing them a fortune.


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    #19
    CoBo55
    Registered Users Posts: 8,748 ✭✭✭CoBo55


    Samuel T. Cogley wrote: »
    You won't be put through to escalations over the phone. You need to write in or engage on social media.

    I know for a fact what happens to letters written in to sky and where they go.

    The buck stops with the MD / CEO. Sky have been understaffed for years. Initially it was a space issue in Burlington Plaza but they have had years to sort it out. An hour on hold, a vulnerable customer who is confined to the house being told three weeks justifies a letter to the head honcho as does a number of other sharp practices Sky employ. Theres a difference between quietly writing in and threatening some CS agent with it who is constrained by the policies put in place by said head honcho.

    But you keep advising people to ring in on a phone line that could be costing them a fortune.

    Now you're waffling and making it up as you go along. 0818 never cost me a fortune, I'm with Vodafone. As you said the op can use the free phone number, that bit is true.


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    #20
    L1011
    Moderators, Business & Finance Moderators, Motoring & Transport Moderators, Society & Culture Moderators Posts: 67,670 Mod ✭✭✭✭L1011


    Letters are absolutely read and handled. You can drop the accusations of making stuff up.


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    #21
    johndaman66
    Registered Users Posts: 4,095 ✭✭✭johndaman66


    Samuel T. Cogley wrote: »
    Not entitlement at all and 1800 numbers are free.
    But it not a 1800 number, rather 0818. An out of plan call charge of €0.15 per minute is the Out of plan call charge for EIR customers to these numbers which can add up. Also, important for people to remember that just because the charge does not apply to them that it automatically does not apply to everyone else.


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    #22
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    johndaman66 wrote: »
    But it not a 1800 number, rather 0818. An out of plan call charge of €0.15 per minute is the Out of plan call charge for EIR customers to these numbers which can add up. Also, important for people to remember that just because the charge does not apply to them that it automatically does not apply to everyone else.

    There is a 1800 number though, it's on this forum quite frequently. I have to admit to not immediately finding it while typing this.


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    #23
    Degag
    Registered Users Posts: 9,952 ✭✭✭Degag


    CoBo55 wrote: »
    No it won't it'll be lobbed in the bin. Writing to the head honcho isn't " thinking outside the box" (god I hate that phrase) it's being a bell end...
    Ring and ask to be put through to escalations...

    Rubbish. I worked for a large company before and all correspondence to any CEO, Director etc was escalated straight away to a specialist team. With Social Media these days it's extremely prudent to deal with correspondence like this in such a manner.

    I also took the approach with Eir myself and i had someone onto me the following morning. So if Eir are doing it you can be sure everyone else is doing it.

    You may not like the practice but to say companies pay no heed to correspondence like this is just plain wrong.


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    #24
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    1800 927 476 - Thanks to Muffler.


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    #25
    johndaman66
    Registered Users Posts: 4,095 ✭✭✭johndaman66


    Samuel T. Cogley wrote: »
    There is a 1800 number though, it's on this forum quite frequently. I have to admit to not immediately finding it while typing this.
    That's just the point. Up to the stage of my previous comment I seen the 1800 number just once on this thread. If you check on Sky's own website they provide the 0818 number only as far as I can see and even if you google the 1800 number the first two returned websites are Boards and Ask About Money, not Sky. Unfortunately far from all will be using Boards.ie or Ask About Money to find Skys freephone number.


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    #26
    cbnd5321
    Registered Users Posts: 3 ✭cbnd5321


    Update: she managed to get hold of someone in her village who fixes tvs etc and he sorted the problem. I think it was a new LMB or something so she cancelled the engineer visit. Anyway, low and behold the day the engineer was going to visit her sky viewing card stopped working - she is convinced SKY have got it in for her. You couldn't make it up.

    Don't even get me started on EIR


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    #27
    L1011
    Moderators, Business & Finance Moderators, Motoring & Transport Moderators, Society & Culture Moderators Posts: 67,670 Mod ✭✭✭✭L1011


    0818 numbers are no longer out of plan

    Still not free, but for most people it works out as such


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    #28
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    L1011 wrote: »
    0818 numbers are no longer out of plan

    Still not free, but for most people it works out as such

    Thanks for pointing that out, my apologies to CoBo for my previous comment re his advice on calling 0818 numbers in that case.


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    #29
    Blanco100
    Registered Users Posts: 1,933 ✭✭✭Blanco100


    Could someone tell me how to get in contact with Sky?

    Have a very specific query and if im directed to their website again i'll go mad. I actually need to speak with someone.

    No online chat option on the site. Both 0818 and 1800 numbers ultimately lead to a dead end route to their website, I don't even have the luxury of waiting 20 mins in a queue to speak with an acutal person.

    I signed up at end of October, installation was 2nd November. €50 prepaid mastercard was also included to be made available after paying first bill (which we did) and its not been added.

    Also they have not turned on Catch up tv for us either.

    Its not good enough to direct people to their website.

    Can someone tell me how to speak to someone (even when I call their helpline any option I choose results in me being directed to their website to resolve issue myself).

    I am not on twitter or facebook and i'd like this sorted asap as they are happy to charge me as they please.


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    #30
    Samuel T. Cogley
    Registered Users Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    There was some convoluted process for claiming the Mastercard - you've followed the instructions in their emails I take it?

    On Catch Up you only get the last 30 days or something as standard, if it's older boxsets that's a separate subscription.


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    #31
    Blanco100
    Registered Users Posts: 1,933 ✭✭✭Blanco100


    Samuel T. Cogley wrote: »
    There was some convoluted process for claiming the Mastercard - you've followed the instructions in their emails I take it?

    ive never received any emails about it, no mention of it in Sky.ie under rewards section either. Its a farce.

    Regulators are toothless with these service providers. They should not be allowed onboard customers until they have proper lines of communication in place, its like the wild west.


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