topic Re: Poor Customer Service From Agent to even Manager Level in Account & Billing

Poor Customer Service From Agent to even Manager Level

Cfcstevo88 — Wed, 10 Sep 2025 16:06:51 GMT

So every month I pay my bill in full atleast 11 days prior to the bill date so it goes in as credit then comes out or my Sky Account on the bill date.

unfortunately last month I had an overspend due to my boulder having a fault and to my bad luck the issue was quite extensive and I had no cover in which I had to fork out for it - this happening left me short to cover my sky bill.

i called customer service and spoke to a agent called Alex, I made him aware of my situation and told him at that point I could only put £35 towards my £109 bill to which he was okay with at this point there was no mention of a minimum payment to keep my services running, he said there's a 50/50 chance I could get cut off but if I do then I can call back and get reinstated - 14 days on and I get cut off 4 days before I get paid in which i can then pay the remaining balance and next months bill on top as usual. I call back to say and speak to someone called Stuart who informed me there was no possible way they could reinstate my service unless I paid a certain amount to leave a £25 short fall (this to which I was unaware of as it never got mentioned with my previous called with Alex 14 days ago) I asked to be put through to a manager as I was unhappy with how my account was dealt with in that time I had to wait 2 hours for a call back to speak to one which didn't really achieve much as she just palmed me off with a basic reply probably read from there comms manual for all customers, in a time of need and cost of living I literally begged for them to reinstate as I have 3 kids and made them aware I would pay the outstanding and next months bill in 5 days time no problem to which I just got told no! clearly they don't give any thouught other than money, so come 2026 my services will be ending with them as they clearly don't care even though I've been loyal with a full tv subscription and 2 mobile contracts with them. If there was any feedback to give it would be a minus if that was an option, when they stipulate struggling to pay we're here to help they clearly don't! If I was actually told about the minimum payment from the start then I possibly could of sorted it at that point to avoid this but there incompetence has cost me otherwise!

Re: Poor Customer Service From Agent to even Manager Level

caesarome — Wed, 10 Sep 2025 16:12:40 GMT

@Cfcstevo88

It really doesn't matter about who said what to you as the basics here are quite clear and apply to us all regardless of out personal situations. If a bill hasn't been paid then the services can be suspended until it has been paid in full. This is an automatic process which can not be overridden by any Sky agent.

Re: Poor Customer Service From Agent to even Manager Level

Mark39 — Wed, 10 Sep 2025 16:16:02 GMT

@Cfcstevo88 the long and short of it is that Sky expect you to pay your bill on time and in full. The terms and conditions you agreed to also require you to pay be direct debit or by an automated monthly card payment. Sky won't mind you paying in instalments providing the bill is fully settled by the due payment date.

Re: Poor Customer Service From Agent to even Manager Level

Cfcstevo88 — Wed, 10 Sep 2025 16:22:58 GMT

Cheers mate.

Re: Poor Customer Service From Agent to even Manager Level

Cfcstevo88 — Wed, 10 Sep 2025 16:25:29 GMT

Anything can be overridden in this day and age

Re: Poor Customer Service From Agent to even Manager Level

MightyQuinn — Wed, 10 Sep 2025 16:44:18 GMT

@Cfcstevo88 wrote:
Anything can be overridden in this day and age

Hi @Cfcstevo88 So was it?

Re: Poor Customer Service From Agent to even Manager Level

Daniel0210 — Wed, 10 Sep 2025 16:55:28 GMT

@Cfcstevo88 wrote:

Anything can be overridden in this day and age

@Cfcstevo88

Well unfortunately the automated restriction process can't be.

Re: Poor Customer Service From Agent to even Manager Level

GD1 — Wed, 10 Sep 2025 18:50:30 GMT

@Cfcstevo88 wrote:

Anything can be overridden in this day and age

Quite clearly in these cases it can't.

Re: Poor Customer Service From Agent to even Manager Level

MarkGoldsmith — Wed, 10 Sep 2025 18:55:49 GMT

@Cfcstevo88 wrote:
Anything can be overridden in this day and age

Not if the restriction system that is in place has been specifically designed to implement a "no payment no service" policy, which is seemingly the policy that Comcast have.

Re: Poor Customer Service From Agent to even Manager Level

JonF5 — Thu, 08 Jan 2026 11:24:20 GMT

Sky offered me a fibre upgrade which I accepted as a no cost option as the broadband service had been poor recently. The engineers from City Fibre arrived on time and were pleasant enough and explained that the location of the router would need to be changed. We agreed a location and they explained that they had never had to deal with a phone before as the phone and broadband came off the same line.

The works were completed and the fibre worked OK so they switched over from copper cable (existing)to fibre. Fibre now runs at the same speed as before but phone is not connected or working. I have been trying to get through to SKy customer care to explain the problem and get it resolved. The automated service directs me all over but not to a person. The bots don't help or know how to deal with this and there is no longer any option to speak to a customer care assistant. The only option I can see is to buy a new voip phone and this will also mean additional phone sockets near the newly relocated router. All this is total Buls.... and hassle which I did not want as it was sky who offered the upgrade. No information or comms and I am sure the costs will increase to cover the so called increased performance and speed, soI am going to cancel and revert to the previous broadband with "guaranteed" speeds, no extra costs or mess.

Re: Poor Customer Service From Agent to even Manager Level

Daniel0210 — Thu, 08 Jan 2026 11:30:55 GMT

@JonF5

You won't be able to revert to a non fibre subscription as they are no longer offered where fibre is available.

When was the Fibre activated? It can take an additional 24+ hours for the Sky Talk landline to work (presumably you've plugged it into the appropriate slot in the hub).

Re: Poor Customer Service From Agent to even Manager Level

TimmyBGood — Thu, 08 Jan 2026 14:47:19 GMT

@JonF5 wrote:

I am going to cancel and revert to the previous broadband with "guaranteed" speeds, no extra costs or mess.

As @Daniel0210 indicates, ISPs simply cannot purchase wholesale service over a copper circuit at an address where an optical connection has been activated: this is to move towards the switch-off of the legacy copper network.