topic Re: Complaint in Account & Billing

Complaint

AnnaHarry — Thu, 13 Mar 2025 21:07:09 GMT

Good evening

I am emailing on behalf of my mum; she has been paying a lot of money for a long time - too much in my opinion, for her sky products.

Several times she has tried to call and reduce the package but every time the calls fail, she gets put on hold, they say they have reduced the add ons etc, but nothing changes and her bills remain very high.

We have decided to go elsewhere for broadband and phone and are now trying to downgrade the extortionate tv package she has been paying for - multi room and hd that she has repeatedly been asking for removal - and we have been cut off countless times with the promise of a call back that never happens.

We have opted for sky glass with the most basic package but are still having issues as your system will not allow the £20 payment as the technology will not accept the card details - 2 different cards tried, neither successfully.

In addition, we were lied to by an advisor over price increases.

We have wasted literally hours on the phone to your customer service and I am disgusted with the poor service, disregard and ignorance we have been shown.

As a customer of many years, I expect better.

I will be seriously considering going elsewhere once I am out of contract and will be encouraging others to do the same unless something changes.

I expect a response at the soonest opportunity.

Yours faithfully

Anna Arouri

Re: Complaint

PandJ2020 — Thu, 13 Mar 2025 21:12:36 GMT

@AnnaHarry wrote:
I expect a response at the soonest opportunity.

Sure, but we're just other customers here... You are not contacting Sky.

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

Re: Complaint

GD1 — Thu, 13 Mar 2025 21:12:48 GMT

@AnnaHarry Your post has been moved from the email forum as that is not an email route to Sky, nor is the community the correct place to raise a complaint, no one will action anything on the back of a community post nor will you receive a response from Sky as no one here knows who you are or your contact details.

Please see this link on how to raise a complaint using the correct routes https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Re: Complaint

peter-marlow+1966 — Thu, 13 Mar 2025 22:32:18 GMT

Be there when your mum phones sky, and get her to ask to be put through to the retention team and get her tell them that she wants you to talk to them on her behalf, I have been with sky for 17 years, I don't know what package your mum is on but the retention team reduced my sky steam bill by quite a bit but i on a two year contract now, if i say that I have the top sky steam package with sky glass tv and a puck, plus gigafast broadband with them and i was paying altogether £170 a month, and my new contract is now £100 a month after speaking to the retention team that may give you an idea of what they can do and i lost no channels, hope this helps

Re: Complaint

AnnaHarry — Fri, 14 Mar 2025 06:15:41 GMT

Sorry, I don't know why this is here, was trying to send them an email!!
that seems pretty impossible too......

Re: Complaint

PandJ2020 — Fri, 14 Mar 2025 09:00:30 GMT

@AnnaHarry wrote:
Sorry, I don't know why this is here, was trying to send them an email!!
that seems pretty impossible too......

The correct contact method has been posted. They don't use email for general communication so that will likely not be responded to if you do send one.

Re: Complaint

Mark39 — Fri, 14 Mar 2025 09:01:22 GMT

@AnnaHarry wrote:

Sorry, I don't know why this is here, was trying to send them an email!!
that seems pretty impossible too......

Yes, Sky don't use email as a general means of contact.