topic Sky fraud in Account & Billing

Sky fraud

Yug1 — Thu, 27 Jun 2024 11:52:18 GMT

Subject: Formal Complaint: Refund Request and Service Issues

Dear Sky Customer Service Team,

My name is (Removed), and I am writing to formally express my deep dissatisfaction with the service I have received during my 18-month contract, which has now come to an end.

From the outset, I was promised a minimum internet speed of 67 Mbps. As Sky's tagline boldly claims, if the promised speed is not delivered, a refund will be provided. Unfortunately, this promise has proven to be utterly meaningless in my experience. On numerous occasions, not only did my internet speed fall far below 67 Mbps, but there were also several instances when the service was completely non-functional. These failures have significantly disrupted my daily activities and caused immense frustration.

Furthermore, I have noticed that the monthly price of my contract has inexplicably changed 2-3 times. This inconsistency is unacceptable and adds to my growing dissatisfaction. Had I known that Sky's service would be so unreliable and misleading, I would have chosen a different provider from the beginning.

Given these grievances, I am demanding the following:

1. A full refund for all the days and instances when the service was either not working or the speed was below the promised 67 Mbps. This is not merely a request; it is a demand for compensation for the fraudulent service I have endured.
2. The collection of the broadband device from my premises and a corresponding refund for it.
3. An explanation for the poor customer service I have repeatedly encountered, as well as assurances that my complaint will be taken seriously and addressed promptly.

I must emphasize how disappointed and angry I am with Sky's service. I fully intend to share my negative experience on Trustpilot to warn potential customers about the unreliable service and fraudulent practices I have experienced.

I expect a prompt response and resolution to my complaints. Please do not take this matter lightly.

Thank you.

Sincerely,

Yug

Moderator note: Removed personal details

Re: Sky fraud

PandJ2020 — Thu, 27 Jun 2024 12:21:07 GMT

@Yug1 wrote:
Subject: Formal Complaint: Refund Request and Service Issues

Nope, not here... This is a customer helps customer forum.

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

On numerous occasions, not only did my internet speed fall far below 67 Mbps, but there were also several instances when the service was completely non-functional. These failures have significantly disrupted my daily activities and caused immense frustration.

Details of speed guarantee: https://www.sky.com/help/articles/sky-broadband-speed-guarantee

Furthermore, I have noticed that the monthly price of my contract has inexplicably changed 2-3 times.

As detailed in your contract, prices are not fixed.

2. The collection of the broadband device from my premises and a corresponding refund for it.

You can arrange this yourself: https://www.sky.com/help/articles/return-or-recycle-sky-equipment

Not sure what refund you're expecting for loaned equipment.

Re: Sky fraud

TimmyBGood — Thu, 27 Jun 2024 12:31:52 GMT

@Yug1 wrote:

1. A full refund for all the days and instances when the service was either not working or the speed was below the promised 67 Mbps. This is not merely a request; it is a demand for compensation for the fraudulent service I have endured.

The terms of the Guaranteed Minimum Download Speed are in the link which @PandJ2020 posted above: this is claimable once within a minimum term and refunds one month of subscription payment. It's important to note that this is not intended to be 'compensation': there's a separate scheme for that which applies after two days of complete broadband/telephone outage. You will not receive 'a full refund for all the days and instances when the service was either not working or the speed was below the promised 67 Mbps ' because no ISP makes such a promise: that's simply impossible given the nature of the national Openreach network infrastructure, particularly where it's running over legacy copper connections.

Re: Sky fraud

Daniel0210 — Thu, 27 Jun 2024 12:49:50 GMT

@Yug1 wrote:

2. The collection of the broadband device from my premises and a corresponding refund for it.

@Yug1

You don't get a refund for returning loaned equipment. Not sure why you'd expect one.
As and when you successfully cancel your Broadband subscription Sky should send out free returns packaging near the end of any cancellation period which is 14 days for Broadband.