topic Re: Harassment by sky in Account & Billing

Harassment by sky

smitty777 — Sat, 01 Mar 2025 12:05:52 GMT

My parents have changed their sky package but now they are constantly receiving letters and emails chasing them because they haven't returned their equipment. How can they return it when they are still using it???
after numerous calls assuring me the matter was sorted they have now received a letter saying they need to pay £50 or return the equipment by the end of the month.
talking to sky I am informed if it just a system email and to ignore it !!! My parents are in their 80s and do not need this hassle luckily I have just stopped them from paying it to make the harassment stop. How many people in the situation pay the money unnecessarily it just feels wrong to me

Re: Harassment by sky

SKY1992bf — Sat, 01 Mar 2025 12:23:29 GMT

@smitty777 This could have happened if they originally cancelled but then changed their minds and stayed

is this the case?

you shouldn't ignore it and refusing to pay won't stop the communications you will have just made it worse to get you some help I'll escalate this to the community messaging team

Re: Harassment by sky

SKY1992bf — Sat, 01 Mar 2025 12:21:45 GMT

@smitty777 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

Re: Harassment by sky

smitty777 — Sat, 01 Mar 2025 12:23:46 GMT

No their intention was always to stay with sky it is just that they were not in contract and were paying a ridiculous amount of money each month so we just renegotiated their package

Re: Harassment by sky

PandJ2020 — Sat, 01 Mar 2025 12:26:00 GMT

@smitty777 wrote:
No their intention was always to stay with sky it is just that they were not in contract and were paying a ridiculous amount of money each month so we just renegotiated their package

Was multiscreen removed? (Either intentionally or accidentally)

Re: Harassment by sky

smitty777 — Sat, 01 Mar 2025 12:26:49 GMT

It was yes

Re: Harassment by sky

PandJ2020 — Sat, 01 Mar 2025 12:27:32 GMT

@smitty777 wrote:
It was yes

Then that would trigger a return of the mini boxes.

Re: Harassment by sky

smitty777 — Sat, 01 Mar 2025 12:36:44 GMT

That is what one of the many people I have spoken to at sky about this said but my parents only have one tv in the property had no idea what they were paying for and have no mini boxes installed or even in the property. He siaid he would sort but he didn't and so when I rang again today I was given the advice about ignoring the system generated emails

Re: Harassment by sky

PandJ2020 — Sat, 01 Mar 2025 12:38:25 GMT

Ok, multiscreen can be on a subscription due to legacy reasons (and a mini may never have been sent/installed).

Engage with the forum chat when it appears - the charge is likely to be automatic so needs addressing.

Re: Harassment by sky

SKY1992bf — Sat, 01 Mar 2025 12:40:06 GMT

@smitty777 wrote:
That is what one of the many people I have spoken to at sky about this said but my parents only have one tv in the property had no idea what they were paying for and have no mini boxes installed or even in the property. He siaid he would sort but he didn't and so when I rang again today I was given the advice about ignoring the system generated emails

@smitty777 you were given poor advice, ignoring them won't make them go away

as mentioned above I've escalated this to the community messaging team and hopefully they'll reach out to you soon