topic Re: Direct number for retentions? in Sky Q

Direct number for retentions?

elkay62 — Wed, 17 Apr 2024 16:44:09 GMT

Is there a way to contact retentions, or at least get them to call me?

My story....

Asked to cancel my TV contract at begnning of March, as the offer in place was not attractive.
Was contacted by retentions a few days later. Agreed a package at c. £65. Only after agreeing it was I informed it would be going up in pice in April, and there would be a £10 admin charge 1st negative)
For a couple of weeks, checked the Future bills - there were changes, but did not reflect the agreement - in fact most services were missing. And there were 2 admn charges.
Contacted retentions (with some difficulty getting there), who agreed that something had gone wrong. When they tried to work out how to get the price I was previously offered, they said they would have to review the recording, and then they would call me back.
No call back received. I checked my Future bill, and the services pretty much matched what I expected, but the price was still not what I was expecting, and there were still 2 admin charges.
Today, I called them back. After the usual difficulty finding a number to call (saved it this time), I eventually navigated to probably a 1st level of support, only to listen to the background noise in a call centre, with no-one speaking to me. Eventually went quiet, though still connected.
Hung up and went through the rigmarole again. This time, spoke to someone on there 1st level support, who eventually tried to transfer me to retentions. Rang for ages - then disconnected.

So how do I get a message to retentions that they are letting me down, and need to call me? I've only a couple of days left to where I can change my mind and end the contract, but that's what I feel like doing at the moment.

People use customer service to condemn VM, but my experience of Sky to date is that they are not as good in all respects.... 😒

elkay62

Re: Direct number for retentions?

SKY1992bf — Wed, 17 Apr 2024 17:52:11 GMT

@elkay62 There is no direct link and they won't contact you off the back of a forum post as they can't identify you from this forum account

Other than calling sky again yourself an official complaint might be the best route

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Direct number for retentions?

stca — Mon, 24 Jun 2024 14:36:39 GMT

@elkay62 I am in the same situation. I agreed with retentions on a price reduction for my tv/bb package, and although my current bill reduced, my future bills do not match the agreed price. After several calls I spoke to someone who said they need to review the original call recording and will call back. I mentioned reading post like yours and he said "no, no, I will definitely call back!"

Did you get a resolution to your disagreement?

Re: Direct number for retentions?

elkay62 — Mon, 24 Jun 2024 15:18:19 GMT

I eventually got in contact with someone in retentions again, who said they would review the previous call, and arranged a call back with me. They actually contacted me at the time, but I was in the loo and didn't pick up. Awaited a further call which didn't come, but when I logged on to my Sky account, I found that they had updated the charging to my satisfaction.

elkay62

Re: Direct number for retentions?

stca — Thu, 27 Jun 2024 11:20:10 GMT

@elkay62 Well I did get called back by the representative who said that after reviewing my initial call recording, confirmed that I was offered the price that I had agreed to. He said he would push it through, but it would take about 48 hours to show up on my account. Three days later it hadn't, so I called again saying this would be my last call, and if not given the deal agreed I would terminate the agreement and I would be off.

After nearly an hour, I have now got the deal agreed, in fact another couple of quid cheaper.

TBH, if it wasnt for the fact that Sky Q is the best system out there, I wouldnt have bothered.😤

Re: Direct number for retentions?

elkay62 — Thu, 27 Jun 2024 20:05:35 GMT

@stca , I would have to dispute the assertion that Sky Q is the best system out there. I moved to Sky Q from VM 2 years ago, afer moving house to a property where VM isn't available, and my wife and I are still getting frustrated almost every day with the loss of features and functions. The only silver lining is that I have somehow managed to get a better deal than I had previously. Perhaps there are other aspects such as picture quality options that influence you more 😀