topic Re: Poor Customer service in Account & Billing

Poor Customer service

cmcdon — Wed, 05 Feb 2025 21:18:58 GMT

Customers are getting poor customer service. look for their number on the website. Once you do get a number you go through to India. Speak to people with poor English. Get told different things by different people. 1. I don't have talk on my package. 2. There was an issue that they are looking into. I was told yesterday that a manager will call in the afternoon with an update still waiting. Looking at changing suppliers for broadband and getting rid of sky streaming.

Re: Poor Customer service

Mark39 — Wed, 05 Feb 2025 21:25:38 GMT

I know you've posted previouslyon the subject of your broadband/Talk package. What problem are you having?

Re: Poor Customer service

MarkGoldsmith — Wed, 05 Feb 2025 21:26:07 GMT

@cmcdonOnce you do get a number you go through to India.

Not always.

Sky have customer service reps in many countries. The way it works is that once you get put into the queue to talk to an agent the first available agent will pick up the call, There is likely to be perhaps more offshore based agents because it's typically cheaper to run offshore customer services team which would give you perhaps a high percentage chance of speaking to them as opposed to a UK based agent.

Personally, the number of times I've had to call Sky over the past couple of years I've had about a 50/50 split between my initial call being answered by a UK based agent or an offshore based agent.

Re: Poor Customer service

cmcdon — Wed, 05 Feb 2025 21:36:37 GMT

The problem I am having is I have not had a working phone line since I moved over to sky. I call them to be told I only have broadband. Then told I called and canceled my phone. Was then told there is an issue and a manager was going to call me yesterday afternoon still waiting. Going to look tomorrow to go with someone else

Re: Poor Customer service

cmcdon — Wed, 05 Feb 2025 21:41:03 GMT

I called about 4 times and got a person with poor English. Put my wife on the line as my talk is not 100% since I had a brain hemorrhage. Still none the wiser as to what is going on

Re: Poor Customer service

Mark39 — Wed, 05 Feb 2025 21:47:01 GMT

@cmcdon wrote:

The problem I am having is I have not had a working phone line since I moved over to sky. I call them to be told I only have broadband. Then told I called and canceled my phone. Was then told there is an issue and a manager was going to call me yesterday afternoon still waiting. Going to look tomorrow to go with someone else

Sorry to hear that. If you want to pursue it with Sky, I'd suggest raising a formal complaint:

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

Re: Poor Customer service

cmcdon — Wed, 05 Feb 2025 22:01:50 GMT

Tried whatsapp today noreply still waiting

Re: Poor Customer service

caesarome — Wed, 05 Feb 2025 22:07:59 GMT

@cmcdon

If you go through the link that @Mark39 posted then that will take you to an online forn where you can register a complaint.

Re: Poor Customer service

cmcdon — Wed, 05 Feb 2025 22:13:01 GMT

Tried the online form getting page cannot be found

Re: Poor Customer service

caesarome — Wed, 05 Feb 2025 22:16:18 GMT

It is working for me so does this more direct link work:

https://www.sky.com/help/forms/complaints

Re: Poor Customer service

Daniel0210 — Thu, 06 Feb 2025 05:38:40 GMT

@cmcdon wrote:

Put my wife on the line as my talk is not 100% since I had a brain hemorrhage.

@cmcdon
In that case it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance