topic Re: Order Cancelled and Deal Not Available! in Sky Q

Order Cancelled and Deal Not Available!

OhYesItsBex — Thu, 02 May 2024 14:13:13 GMT

On April 22nd I placed an order for new services to be installed at my new address. It was for Broadband, PAYG landline and TV. The TV package was Sky Signature with the box at £36.50 and included a £5 in-contract discount and a £5 discounted price and I also opted for the Ultimate TV Pack at £4.50. Alongside the broadband (Superfast). I paid a £10 fee upfront.

The engineer visit was scheduled for this morning but the date of my moving in was delayed last minute so this morning I contacted Sky via online chat to re-arrange the engineer visit. The lady I spoke with advised the visit for today was cancelled and to call the given number to reschedule. I called that number and spoke to a gentleman who said there was an issue with the order and that he'd call me back between 2pm-3pm. At 2:36pm I got a text saying he couldn't call back but to call back in, so I did. This time, speaking with a different gentleman who explained the order had been cancelled and the order for TV would need to be placed again but this time I'm expected to pay £5 more per month as well as a £20 set-up fee.

I have all the details of the original order and as much as I appreciate there is a fee, I don't believe I should have to pay this, or more per month because a Sky agent incorrectly cancelled the entire order and not just one visit. I clearly explained the situation to her about the move and she said nothing about cancelling.

I'm really not enjoying my first experience of Sky as a new customer at all, I'm hoping this can be resolved otherwise I'll likely just cancel the whole thing and go elsewhere.

Re: Order Cancelled and Deal Not Available!

oldfella — Thu, 02 May 2024 14:19:57 GMT

Hi @OhYesItsBex

Afraid you are not contacting Sky directly here as this is a customer forum.
If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.

https://www.sky.com/help/home

Re: Order Cancelled and Deal Not Available!

Daniel0210 — Thu, 02 May 2024 14:29:46 GMT

@OhYesItsBex wrote:
The engineer visit was scheduled for this morning but the date of my moving in was delayed last minute so this morning I contacted Sky via online chat to re-arrange the engineer visit. The lady I spoke with advised the visit for today was cancelled and to call the given number to reschedule.

Hi @OhYesItsBex

Just to make you aware of this link about the cancellation and rescheduling of engineer visits in particular the first paragraph about you possibly being charged £25 for cancelling at such short notice.
https://www.sky.com/help/articles/reschedule-your-sky-tv-engineer-appointment