topic Re: Does human customer services even exist? in Broadband

Does human customer services even exist?

Eastergirl — Wed, 07 May 2025 15:52:05 GMT

Been trying to sort out a complaint.The routing on the IVR is useless, the staff I've talked to even worse. They don't listen, they don't care and they dump, transfer or don't return the call. I'm out of contract and trying to renew but they don't seem bothered. Should I just give up and go back to BT? Anyone else having these problems?

Re: Does human customer services even exist?

jamesn123 — Wed, 07 May 2025 15:54:36 GMT

Hi @Eastergirl

Your post is conflicting, which are you trying to do? Make a complaint or re-contract? They are two entirely different things.

Re: Does human customer services even exist?

Eastergirl — Wed, 07 May 2025 16:36:41 GMT

No, its quite clear James. I'm trying to do both. Make a complaint about an existing issue and try and get a price for a new contract. Only it seems that in neither case does that involve speaking to a human being!

Re: Does human customer services even exist?

jamesn123 — Wed, 07 May 2025 16:39:49 GMT

No, its not quite clear. At no point in your post did you use the word 'and' or any other sentence connector to indicate you were trying to do both things. I asked for clarification because the two things have completely different routes & departments to deal with. There was no need for the sarcastic reply.

Complaints procedure can be found here: https://www.sky.com/help/articles/how-to-make-a-complaint

Re-Contracting can be done by phoning and telling the IVR you wish to discuss your contract.

Good luck.

Re: Does human customer services even exist?

Daniel0210 — Wed, 07 May 2025 16:43:30 GMT

@Eastergirl
If you’re no longer in a discounted minimum term, or its ending soon the best new discounts are normally acquired by calling Sky and negotiating or potentially amending your package which will now require a 24 month minimum term contract. Sky are not obliged to offer you another discount, and recent posts on here indicate that significant discounts are now harder to come by. If you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer may no longer be available when you call back.

Re: Does human customer services even exist?

Eastergirl — Wed, 07 May 2025 17:09:07 GMT

Have tried that. Did eventually get through to someone but the offer was poor. That's ok. If they don't want my custom, there are plenty of other operators who do. If they're playing hardball, they're soon going to learn the hard way that customers WILL walk. We have 2 lines and therefore 2 broadband services into the property. Will either cancel the line altogether or swop to BT. At least they answer their phones!

Re: Does human customer services even exist?

Daniel0210 — Wed, 07 May 2025 17:12:18 GMT

@Eastergirl

Going elsewhere will get you a 'new customer' discount but in 18/24 months you'll be in the same situation and if you want, be able to rejoin Sky as a new customer.

Re: Does human customer services even exist?

Eastergirl — Wed, 07 May 2025 17:38:29 GMT

Clarification - Sky's Truspilot rating is 1.5 (not to be confused with Ofcom)

Re: Does human customer services even exist?

JimM1 — Wed, 07 May 2025 17:54:45 GMT

@Eastergirl Every luck with whoever you decide to go to, you played, gambled bluff called and guess you did not like.