Contact for Sky

jazzyk · 30-10-2020 11:30pm #1

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

JTMan · 31-10-2020 8:37am

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.

Samuel T. Cogley · 01-11-2020 10:41am

You're talking about Sky Italy?

taylor3 · 01-11-2020 11:16am

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.

johndaman66 · 01-11-2020 11:53am

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.

EverythingGood · 01-11-2020 12:13pm

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.

johndaman66 · 01-11-2020 1:29pm

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.

shoes43 · 16-11-2020 1:06pm

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.

cbnd5321 · 24-11-2020 10:22am

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

Samuel T. Cogley · 24-11-2020 4:25pm

Private and Confidential

Mr. JD Buckley
Sky Ireland
Burlington Plaza
Dublin 4

CoBo55 · 24-11-2020 4:34pm

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.

SouthWesterly · 24-11-2020 4:36pm

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

Samuel T. Cogley · 24-11-2020 4:38pm

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.

L1011 · 24-11-2020 4:40pm

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.

Samuel T. Cogley · 24-11-2020 4:45pm

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:

L1011 · 24-11-2020 4:46pm

Did I say Eir had any sense? :pac:

CoBo55 · 24-11-2020 6:05pm

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...

Samuel T. Cogley · 24-11-2020 6:15pm

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.

CoBo55 · 24-11-2020 6:37pm

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.

L1011 · 24-11-2020 9:57pm

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

johndaman66 · 24-11-2020 11:41pm

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.

Samuel T. Cogley · 24-11-2020 11:44pm

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.

Degag · 24-11-2020 11:46pm

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.

Samuel T. Cogley · 24-11-2020 11:46pm

1800 927 476 - Thanks to Muffler.

johndaman66 · 24-11-2020 11:54pm

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.

cbnd5321 · 25-11-2020 11:10am

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

L1011 · 25-11-2020 12:39pm

0818 numbers are no longer out of plan

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

Samuel T. Cogley · 25-11-2020 12:43pm

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.

Blanco100 · 28-11-2020 12:00pm

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.

Samuel T. Cogley · 28-11-2020 12:02pm

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.

Blanco100 · 28-11-2020 12:04pm

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.

Samuel T. Cogley · 28-11-2020 12:05pm

Blanco100 wrote: »

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.

It is for TV sadly - they do take ComReg very seriously for the Internet / Phone side.

Blanco100 · 28-11-2020 12:05pm

Samuel T. Cogley wrote: »

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.

Do we get access to last weeks content on All 4 for instance? Its telling me my subscription must be upgraded, makes no sense

Tigerbaby · 28-11-2020 12:06pm

We finally killed-off sky TV last month. ( replaced with Freesat and Saorview)

After 3 days of ringing, ringing, ringing. Bot chats with the UK, telling me they dont handle Ireland account holders. emails ending up in null zero. Down the rabbit hole with Alice basically. Back to ringing ringing ringing.

A small word of advice from Mrs Tigerbaby... a registered letter to Sky HQ in Dublin.

Got a phone call back from them within 2 days. all cancelled.

Samuel T. Cogley · 28-11-2020 12:07pm

Blanco100 wrote: »

Do we get access to last weeks content on All 4 for instance? Its telling me my subscription must be upgraded, makes no sense

It's been a while so I'm not sure I'm afraid, sorry Blanco. All 4 might have an app for smart TVs if that's any use.

Blanco100 · 28-11-2020 12:07pm

Samuel T. Cogley wrote: »

It is for TV sadly - they do take ComReg very seriously for the Internet / Phone side.

When calling the number, what selection do i make to get on track to speak to someone? All options lead to their website.

Samuel T. Cogley · 28-11-2020 12:11pm

I'd go through to sales as it is technically a sales issue. They can always transfer you if needed. Letter route is the way to go though IMHO doesn't have to be directed to JD Buckley - you can just write Official Complaint or similar on it.

Blanco100 · 28-11-2020 12:21pm

Samuel T. Cogley wrote: »

I'd go through to sales as it is technically a sales issue. They can always transfer you if needed. Letter route is the way to go though IMHO doesn't have to be directed to JD Buckley - you can just write Official Complaint or similar on it.

Gone through the whole process only to be met with an engaged tone, its an absolute farce.

cursai · 28-11-2020 12:24pm

So many channels. Adventure and romance awaits at the click of a button.......or sixty minutes on hold.

KidMeNotA1 · 30-11-2020 9:55am

I have been using Sky for 10 years, moved house at end of Feb., to a temporary location. No problem. The problems began when I wanted to transfer to my new house. They had all sort of excuses, many hours on the phone, holding on, trying all ways, but got nowhere. Finally, 2 weeks after the supposed change date, I had Sky again. Now they keep sending me demands to pay my account from the Feb. account - even though that was closed. After more hours lost, frustration, etc., I now just ignore that & let them just do what they think they can do, at which time I will have them in court.

shoes43 · 30-11-2020 4:29pm

Tigerbaby wrote: »

We finally killed-off sky TV last month. ( replaced with Freesat and Saorview)

After 3 days of ringing, ringing, ringing. Bot chats with the UK, telling me they dont handle Ireland account holders. emails ending up in null zero. Down the rabbit hole with Alice basically. Back to ringing ringing ringing.

A small word of advice from Mrs Tigerbaby... a registered letter to Sky HQ in Dublin.

Got a phone call back from them within 2 days. all cancelled.

Did they charge you a cancellation fee - i was on to them at the start of november to cancel my account and they said they would only cancel broadband and sky talk and not tv package. i have sent them 3 e-mails and a letter by post and have heard nothing back. I was cancelling as I was moving house.

Tigerbaby · 01-12-2020 9:43am

Shoes,

no cancellation fee. I just paid up online what I owed them , which was one month's notice.

I then cancelled the DD with my Bank.

Good luck

shoes43 · 01-12-2020 1:57pm

Tigerbaby wrote: »

Shoes,

no cancellation fee. I just paid up online what I owed them , which was one month's notice.

I then cancelled the DD with my Bank.

Good luck

What I have done now is paid my bill which was due on 20th November and then cancelled the Direct Debit with the bank. According to my account with sky the cancellation date for my broadband and sky talk is the 10th December but nothing showing for Sky TV package. I am now no longer living at that address so not sure if they are going to start sending me out letters or if sky tv package will continue to be available to the new resident in the house.

Tigerbaby · 02-12-2020 10:07am

Shoes,

Keep an eye online, as letters will go to old address.

as I say, a dated and registered letter is your friend. Outlining exactly what and when you are cancelling. and asking them for a final bill.

You can pay this final bill on your "my account" page.

Its very frustrating but Dont fret. It will get sorted.

KidMeNotA1 · 07-12-2020 12:51pm

I cancelled my Sky in February, but they still send me emails about this account, saying I owe them money. I am with them again at another address, but now the problem seems that their system, when asking for D.D. from the bank, has changed. Result: it is rejected every time. They also want me to go on line (which shows my acc. is closed) and do various things there that I do not understand. Shades of 'self checkout' at some supermarkets. Not my job, nor is in the contract. Report them to the CRU.

Contact for Sky

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