topic Re: Dissatisfied customer in Account & Billing

Dissatisfied customer

Rubymonday99 — Fri, 27 Sep 2024 13:29:28 GMT

FAO of CEO Dana Strong

I wrote to you on 24th September after being on hold for 40 mins trying to speak to a customer services representative.

I am sure you recall the letter?

I have received contact today and still experiencing problems again, it is totally unacceptable.

I spoke with a lady called Valentina, the call broke down several times, at the last call she offered contact via Whattsap this was even less successful.

after being patronised and being asked several irrelevant questions I lost interest and just agree with everything male was talking about.

i agreed monitor the broadband service until Tuesday of next week but had no success with the Mobile phone issues?
this case has gone on far too long and my threats to move still stand.

you are clearly relying on 3rd party suppliers to provide broadband and mobile service and I question the validity of this practise.

please can I have a meaningful response and not simply being patronised.

i remain very frustrated by Sky and your overall service.

you must train your staff better, you should employ more customer service staff and show that you do actually value your customers.

i look forward to your response.

Gary Sheriff

Re: Dissatisfied customer

Annie+UK — Fri, 27 Sep 2024 13:35:54 GMT

This forum is primarily customer-to-customer help

Re: Dissatisfied customer

Mark39 — Fri, 27 Sep 2024 13:35:57 GMT

@Rubymonday99 unfortunately we're a Community of customers here. You may wish to follow up your original complaint in writing.

Re: Dissatisfied customer

Rubymonday99 — Fri, 27 Sep 2024 13:45:05 GMT

I wrote to the CEO some weeks ago and the follow up service has been very poor.

Re: Dissatisfied customer

Daniel0210 — Fri, 27 Sep 2024 13:48:38 GMT

@Rubymonday99

As per the reply from @Mark39 follow it up with a complaint if your wish.

Re: Dissatisfied customer

PandJ2020 — Fri, 27 Sep 2024 14:14:37 GMT

@Rubymonday99 wrote:
you are clearly relying on 3rd party suppliers to provide broadband and mobile service and I question the validity of this practise.

Many broadband providers do not have their own infrastructure - OpenReach provide the backbone as Sky do not own their own.

Likewise, mobile Sky are an MVNO on the O2 network - look here as many other mobile firms piggyback off other networks: https://en.wikipedia.org/wiki/List_of_mobile_virtual_network_operators_in_the_United_Kingdom

There is no issue with the 'validity' of this.

Re: Dissatisfied customer

Rubymonday99 — Fri, 27 Sep 2024 14:27:11 GMT

Organisations like Sky should take responsibility for anything that is not right, even if they are provided by 3rd party suppliers.

End of !

Re: Dissatisfied customer

PandJ2020 — Fri, 27 Sep 2024 14:41:15 GMT

@Rubymonday99 wrote:
Organisations like Sky should take responsibility for anything that is not right, even if they are provided by 3rd party suppliers.

Indeed, your contract is with Sky. Outsourcing and sub-contracting is quite normal.

Re: Dissatisfied customer

Rach271 — Mon, 17 Mar 2025 00:55:36 GMT

Completely agree - customer service is appalling I have just changed to virgin media it was a lot simpler than I thought to switch and substantially cheaper with significant improvement to internet speed. A bit late to help you I think but for other sky customers that maybe reading this - Just be careful that sky don't tie you into a long contract when they offer you a discount - virgin media is far superior in price and quality and you get to speak to a human being with a lot more ease

Re: Dissatisfied customer

xenon81 — Thu, 20 Mar 2025 18:32:00 GMT

@Rach271 wrote:
Completely agree - customer service is appalling I have just changed to virgin media it was a lot simpler than I thought to switch and substantially cheaper with significant improvement to internet speed. A bit late to help you I think but for other sky customers that maybe reading this - Just be careful that sky don't tie you into a long contract when they offer you a discount - virgin media is far superior in price and quality and you get to speak to a human being with a lot more ease

I'm with Virgin for broadband but I can't agree that their service is superior in price and quality. They have very tempting introductory offers but after your first 18 months the price jumps considerably and their customer service is notoriously bad. Virgin are frequently the most complained about provider in Ofcom reports, while Sky has fewest complaints.

https://www.which.co.uk/news/article/virgin-media-named-worst-major-broadband-provider-for-customer-service-aQwVk5g0Tdc4