topic Re: Bad customer service in Account & Billing

Bad customer service

Angry4 — Mon, 09 Sep 2024 14:40:45 GMT

Sky is an absolute joke I've tried to call them but no one will talk to me until I paid my bill I was actually calling them to discuss my bill as I've lost my job and my husband has moved out due to us getting divorced and what help do I get from a service I've had for over 11 years I am seriously considering leaving now absolutely ridiculous

Re: Bad customer service

Daniel0210 — Mon, 09 Sep 2024 14:44:26 GMT

@Angry4

That is normal and the same for all customers who's payments have fallen behind.

If your Sky services have been restricted any calls to Sky will just prompt you to pay. Restrictions are normally only due to a missed payment. Sky won’t reinstate services until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will have to pay the next bill as well. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

If you can’t pay what you owe in one go you can pay what you want, but until the bill is fully paid Sky will not reinstate your services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Also, any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week as banks are closed.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent but be aware until you pay what you owe you won't be able to cancel.

Re: Bad customer service

Mark39 — Mon, 09 Sep 2024 14:47:57 GMT

@Angry4 wrote:

Sky is an absolute joke I've tried to call them but no one will talk to me until I paid my bill I was actually calling them to discuss my bill as I've lost my job and my husband has moved out due to us getting divorced and what help do I get from a service I've had for over 11 years I am seriously considering leaving now absolutely ridiculous

If Sky won't talk to you, it's because you already have an unpaid bill. They may have been able to help if you had called before your bill became overdue.

Re: Bad customer service

Angry4 — Mon, 09 Sep 2024 14:47:01 GMT

Stupidity is what it is people are struggling to live and your company won't talk to their customers about what help they can offer

Re: Bad customer service

Daniel0210 — Mon, 09 Sep 2024 14:50:23 GMT

@Angry4 wrote:

your company won't talk to their customers about what help they can offer

@Angry4

We don't work for Sky. We're just customers like yourself.

Re: Bad customer service

Angry4 — Mon, 09 Sep 2024 14:51:03 GMT

I hope they do cancel my account new broadband getting connected around my area probably be much cheaper and I know other suppliers actually talk to their customers not throw them away after 11 years

Re: Bad customer service

MarkGoldsmith — Mon, 09 Sep 2024 14:51:24 GMT

@Angry4 wrote:
Stupidity is what it is people are struggling to live and your company won't talk to their customers about what help they can offer

Thats because you need to inform Sky about any potential change in financial circumstances as soon as they occur rather than waiting until a bill is overdue, as it may be possible to reduce your packages to reduce ongoing monthly costs (depending on the terms and status of your contract).

Sky do offer special social tariffs on Sky Mobile and Sky Broadband for those people who claim certain benefits, as a way to help: https://www.sky.com/help/articles/sky-social-tariff

Sky TV isn't an essential service and therefore doesn't have a special social tariff.

Re: Bad customer service

WeeLumb — Mon, 30 Dec 2024 14:40:43 GMT

Whilst they may not offer official social tariffs for TV, they do have the Sky basics package (I think it's called) - basically enhanced freeview.

I currently pay £35/month for Broadband (social tariff @£20), £10 for TV (basics) & £5 for multi-room.

This still allows for various things to be connected via wifi (including 2 boxes) and for a PC to be using the ethernet for gaming.

It's definitely frustrating that Sky, like many other companies, hide what financial assistance they offer and either actively discourage or insufficiently train their customer service staff so they don't offer it to customers who are struggling.

Prime example: the chat bot thingy doesn't recognise any question JUST asking about the social tariff; "Sky social tariff", "social tariff", "what is the sky social tariff" all returned a request for a different question 😂

Poor wee bot.

Re: Bad customer service

Quaidy — Wed, 30 Apr 2025 20:14:04 GMT

I rang Sky yesterday to renegotiate a deal. Been with them years, thought I'd ask as prices going up.

Couldn't get a discount on anything, but was told they'd give us Paramount Plus for free.

When the confirmation email came through it said Sky Cinema discounted to £10

So I then had to contact them again ( not easy) to ask that they take the Cinema off as it wasn't discussed. Was told they'd raise a complaint - never happened.

I'm now looking at downgrading the Sky Ultimate TV to basic to save money but no option to do this online, stuck in a loop. Of course I can upgrade anytime, just can't downgrade. So will ring again tomorrow whilst still in the cooling off period.

I was really nice and polite on the phone. Genuinely asking for a deal / cheaper bills as they are offering new customers far better deals. But came away no better off.

My husband wants Sky Sports for the Rugby so we feel stuck really. Don't trust moving to Now TV after seeing the Trust Pilot reviews 🙄

Re: Bad customer service

TimmyBGood — Wed, 30 Apr 2025 20:46:42 GMT

@Quaidy wrote:

Couldn't get a discount on anything, but was told they'd give us Paramount Plus for free.

When the confirmation email came through it said Sky Cinema discounted to £10

That's presumably because the 'free' Paramount+ is bundled with a Sky Cinema subscription.

https://www.sky.com/help/articles/using-paramount-plus

Re: Bad customer service

Quaidy — Wed, 30 Apr 2025 20:50:39 GMT

Yes, though we don't have Sky Cinema and didn't ask for it!