topic Re: Sky Q Returned in Account & Billing

Sky Q Returned

Peter148 — Tue, 20 Aug 2024 08:50:23 GMT

Returned my Sky Q box. Got an email thanking me for returning my kit. Chucked the tracking number. They now keep pestering me to return the kit that I sent back and threatening to charge me for it.

It's impossible to contact them. This is not right.

Re: Sky Q Returned

MightyQuinn — Tue, 20 Aug 2024 08:59:54 GMT

Hi @Peter148

I’ve escalated your post to the Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Q Returned

Lisa-P1987 — Tue, 20 Aug 2024 09:04:40 GMT

Thanks for escalating this. We’ve sent @Peter148 an invite to chat.

Re: Sky Q Returned

Peter148 — Thu, 22 Aug 2024 23:08:38 GMT

How do I get a deadlock litter from Sky? I'm going to have to make a complaint to OFCOM. Sky is just like the Hotel California: You can checkout any time you like, but you can never leave.

Re: Sky Q Returned

Daniel0210 — Fri, 23 Aug 2024 04:18:13 GMT

@Peter148

Did you engage in the chat invite that was arranged for you?

The first part of making a complaint is explained in this link

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

Ofcom doesn't accept individual user complaints. The process runs through the ISP (in this case Sky) and then to the appointed Alternative Dispute Resolution provider.

https://www.sky.com/help/articles/alternative-dispute-resolution

Complaints

Peter148 — Fri, 23 Aug 2024 08:05:50 GMT

I recently cancelled Sky. Sky refused to accept my cancellation, said they'd tried to contact me, failed, and decided that I didn't want to cancel. (There were no missed calls on my phone though)
This is a totally unreasonable way to treat your customers.
I felt that my only option was to cancel the direct debit and inform Sky. Sky then asked me to pay the balance of what I owed them. I was happy to do so.
Sky asked me to return their kit and I did so. Got an email thanking me for the return of the kit.
THREW AWAY MY TRACKING NUMBER. Sky then wrote to me saying that I hadn't returned their kit and they would charge me for it. I complained and was told that their error was now corrected. I asked for a confirmation email and was promised one. I didn't get it.
There is a CREDIT of £51.51 on my account. When I asked you to pay it to me you just told me to restore my Sky service. I will not restore my Sky service because every contact with you is an ordeal.
I do not want Sky Q it is too expensive. I am now under contract to a new broadband provider. I'm not breaking my contract with them to return to Sky. You are being utterly unreasonable trying to force me to restore Sky.
You have placed a block on anyone else at this property ordering Sky Stream. Why?
My online account reads SERVICE SUSPENDED: RESTORE SERVICE Credit £51.51
1. I will not restore service
2. You owe me £51.51
3. You have your kit back
4. I want all my data removed from your site so that other people living here aren't treated as a bad debt.
5. I really think you owe me an apology - that's optional though.
Because of your conduct up to now, I have little hope that you will behave reasonably. I have kept a good record of all my dealings with you in order to make a formal complaint to CISAS. It would help if you would give me a deadlock letter to hasten things along. Regards, P W

Re: Complaints

Mark39 — Fri, 23 Aug 2024 08:12:44 GMT

We're a customer Community.

This explains how,you can contact Sky to make a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

Which service were you trying to cancel?

Re: Complaints

Peter148 — Fri, 23 Aug 2024 08:15:05 GMT

All, as was very clear in my letter. Why not read it?

Re: Complaints

Mark39 — Fri, 23 Aug 2024 08:19:12 GMT

If you're 'in contract' with Sky Q, you can't cancel unless Sky agree. See your terms and conditions.

Re: Sky Q Returned

Daniel0210 — Fri, 23 Aug 2024 08:47:53 GMT

@Peter148

In case you aren’t aware you’re not contacting Sky Customer Services by posting on the forum. We are mainly customers trying to help other customers.

I have merged your new thread into the one I replied to earlier this morning as they are about the same issue.

Re: Sky Q Returned

Peter148 — Fri, 23 Aug 2024 08:53:34 GMT

The "community" should be a place for Sky customers to share their experiences of how Sky behaves. Shouldn't it? Obviously this isn't Customer Services, just like you are not a Sky employee...

Re: Sky Q Returned

Daniel0210 — Fri, 23 Aug 2024 08:56:22 GMT

@Peter148 wrote:

The "community" should be a place for Sky customers to share their experiences of how Sky behaves. Shouldn't it? Obviously this isn't Customer Services,

@Peter148

Correct. I was making sure you were aware as your post at 0905 this morning was worded as if directed at a Customer Services agent.

Re: Sky Q Returned

Peter148 — Fri, 23 Aug 2024 09:17:16 GMT

Today is dedicated to resolving this problem I'm making anyone and everyone aware of my ordeal with Sky. They blank you till you make a hullabaloo and it becomes more trouble to not do the right thing. I WANT MY MONEY BACK.

Re: Sky Q Returned

Daniel0210 — Fri, 23 Aug 2024 09:21:02 GMT

@Peter148

So, if I'm reading these posts correctly you tried to cancel Sky Q, stopped your payment method and returned your Sky Q box but did not retain proof of posting.

Sky have declined to allow you to cancel (as is their right under the T's and C's you agreed to).

Is that correct?

Re: Sky Q Returned

Peter148 — Mon, 26 Aug 2024 12:44:02 GMT

Nope not correct. I'm out of contract and have every right to cancel. Sky took way more money than was owed (removed). Stop trying to defend indefensible behaviour.

Moderator note: Removed unfounded allegations.

Re: Sky Q Returned

Daniel0210 — Fri, 23 Aug 2024 09:28:05 GMT

@Peter148

What was the result of the chat with the Messaging Team that was arranged for you?

Re: Sky Q Returned

caesarome — Fri, 23 Aug 2024 09:30:18 GMT

@Peter148 wrote:

Nope not correct. I'm out of contract and have every right to cancel.

If you were out of contract what was the reason Sky wouldn't let you cancel as they must have given you a reason even if you don't agree with it ?

Re: Sky Q Returned

Peter148 — Fri, 23 Aug 2024 09:31:14 GMT

Problem not resolved - and didn't send the promised email confirming I'd sent the kit back.

I WANT MY MONEY BACK.

Re: Sky Q Returned

Daniel0210 — Fri, 23 Aug 2024 09:38:02 GMT

@Peter148

We are trying to help you here but unfortunately you're not answering the questions we are asking.

1. Was the returned Sky Q box issue sorted via the chat with the Messaging Team?

2. What reason have Sky given you for not allowing you to cancel?

3. Have you made a complaint using the methods we've already provided? You have to allow Sky 8 weeks to resolve it before the possibility of a deadlock letter.

Re: Sky Q Returned

Peter148 — Fri, 23 Aug 2024 09:39:23 GMT

YES YES YES YES Ceasarome thank you. Sky WILL NOT LET YOUY CANCEL even when your'e out of contract - which I am. Why do you think they have given me a reason? They refuse to speak to me at all.

That's why I need a deadlock letter to complain to the regulator.