topic Re: Poor Customer Service no reward for Loyalty. in Account & Billing

Poor Customer Service no reward for Loyalty.

Spartan117 — Thu, 09 Jan 2025 14:11:54 GMT

I'm sure this has been discussed many times on this for him, but I just wanted to express my frustration!

I am writing to formally express my dissatisfaction with my recent experiences regarding my Sky TV subscription. As a long-time customer of 17 years, I have always valued the service provided, but I feel compelled to address a few concerns that have led me to reconsider my continued patronage.

I just find the cost of the Sky TV subscription to be excessively high, especially given the current market options available. While I appreciate the quality of content and services offered, the pricing seems to have escalated without a corresponding increase in value. I believe that it would be beneficial for Sky to review its pricing structure to ensure it remains competitive and justifiable for loyal customers like myself.

I have encountered significant challenges with customer service. On multiple occasions, I have reached out for assistance regarding billing inquiries and technical issues, only to experience long wait times and unhelpful responses. This lack of effective support has been frustrating and has left me feeling undervalued as a customer. Having been recently made redundant I spent over an hour on the phone trying to enquire to see if there were any cost savings that could be made on my monthly subscription of £97.50 a month. After waiting an hour and talking to 3 different technical representatives the best price offered to me was £88.50 a month and another two year contract. Moreover the representative seemed more concerned with trying to upsell me to a broadband package, which I do not need. To say I am disappointed with this meagre saving is an understatement. I was assured that this was the best available price and there was nothing else they could do. Needless to say, I did not accept this offer.

As a paying subscriber, I expect timely and efficient service, as well as a fair resolution to any concerns I may have. Unfortunately, my recent interactions with your support team have not met these expectations. I would urge Sky TV to invest in better training for customer service representatives and improve response times, as this would greatly enhance the overall customer experience.

In a time of financial difficulty and being a 17 year veteran Customer, I am extremely disappointed that sky did not reward my loyalty in any way. Loyalty, it seems count for nothing.

I hope that my feedback will be taken into consideration, and I look forward to seeing improvements in both pricing and customer service.

I am sure I am not alone in this regard.

Re: Poor Customer Service no reward for Loyalty.

Daniel0210 — Thu, 09 Jan 2025 14:17:26 GMT

@Spartan117
In case you’re not aware you aren’t directly contacting Sky Customer Services on here. We are mainly customers trying to help other customers.

Unfortunately the best new discounts are normally acquired by calling Sky and negotiating or potentially amending your package which will now require a 24 month minimum term contract. Remember Sky are not obliged to offer you another discount, and recent posts on here indicate that significant discounts are now harder to come by. All providers operate in a similar way and should you move then you will be in the same position in 18/24 months time.

Re: Poor Customer Service no reward for Loyalty.

Mark39 — Thu, 09 Jan 2025 14:19:21 GMT

Significant discounts are now harder to come by. If you don't think you're getting value for money it may be time to switch to another provider who will no doubt offer you a substantial new customer discount. You will, however, be in the same position with them as you are now with Sky, once your initial discounts expire.

Re: Poor Customer Service no reward for Loyalty.

GD1 — Thu, 09 Jan 2025 14:24:43 GMT

@Spartan117 This is a customer helps customer community, you won't get a response from Sky nor will you get them to change their prices. If you believe they are too high you have 2 options, call Sky and negotiate a new deal, or leave if they don't offer one you like.

Your expectations for a timely response from a busy customer service team is I'm afraid unrealistic, your tenure with Sky does not give you this entitlement. The only possible way they could have more service staff is to increase costs which in turn would be passed on to customers

If you want Sky to see your feedback you need to user the correct routes here https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Re: Poor Customer Service no reward for Loyalty.

PandJ2020 — Thu, 09 Jan 2025 15:24:42 GMT

@Spartan117 wrote:
I believe that it would be beneficial for Sky to review its pricing structure to ensure it remains competitive and justifiable for loyal customers like myself.

I'm sure they know what they're doing... Given the losses they announced last year I suspect they aren't prepared to make further losses.

But as noted, voting with your feet seems to be the best option if you do not find it value for money.

Re: Poor Customer Service no reward for Loyalty.

Spartan117 — Thu, 09 Jan 2025 16:04:00 GMT

Thanks it's interesting to see the responses. I am aware this is a community forum. I have sent a similar message to sky hence why my post resembles a complaint.

I have served 20 years in the support industry myself and I know what good service is. Sky was like this long before the likes of streaming services and the loss of market share so I just don't buy it I am afraid.

Re: Poor Customer Service no reward for Loyalty.

oj01 — Thu, 09 Jan 2025 21:31:50 GMT

@Spartan117 wrote:
Thanks it's interesting to see the responses. I am aware this is a community forum. I have sent a similar message to sky hence why my post resembles a complaint.

I have served 20 years in the support industry myself and I know what good service is. Sky was like this long before the likes of streaming services and the loss of market share so I just don't buy it I am afraid.

Are you close (within 30 days) of your existing deal expiring?

If not, that would explain why you weren't offered a better new deal.

Re: Poor Customer Service no reward for Loyalty.

aasskk — Tue, 04 Feb 2025 14:26:42 GMT

I am out of contract with Sky ( been with them 11 years) I now pay £88.50 a month for sky signature, sports and netflix. They offered me a new deal for £86.49 per month for 24 months ( same package) and said I would have to pay £20 admin fee on top .

I declined the offer as I can get a much better deal with BT and other provider( with cash back and Blue light deals on top)

I appreciate the prices rise at the end of the contract( and during) but its no hardship to shop around if it means saving money.

I was on the WhatsApp chat for over 2 hours trying to cancel. I think this is poor costomer services, so my decision to leave was'nt difficult in the end. I was very flustrated by the end of the chat and probably would have left even if they had come up with a better deal.

Re: Poor Customer Service no reward for Loyalty.

MsGrisham — Tue, 04 Feb 2025 21:31:53 GMT

When is the best time to call in for a good deal if my current contract expires in April ?

Re: Loyalty/retention

MsGrisham — Tue, 04 Feb 2025 21:34:53 GMT

What is the Retention team's contact no ?

Re: Loyalty/retention

MarkGoldsmith — Tue, 04 Feb 2025 21:52:51 GMT

@MsGrisham wrote:
What is the Retention team's contact no ?

You have to use Skys generic customer services number.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number. If you are in the ROI on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Re: Poor Customer Service no reward for Loyalty.

oj01 — Wed, 05 Feb 2025 11:04:27 GMT

@MsGrisham wrote:
When is the best time to call in for a good deal if my current contract expires in April ?

31 days before the expiry date

Re: Poor Customer Service no reward for Loyalty.

MsGrisham — Wed, 05 Feb 2025 13:09:49 GMT

Thank you !

Re: Poor Customer Service no reward for Loyalty.

Anne118 — Wed, 26 Mar 2025 13:54:45 GMT

I totally agree, long time customer in same position - rubbish customer service

Re: Poor Customer Service no reward for Loyalty.

Annegus — Tue, 30 Sep 2025 08:55:35 GMT

After 21 years with Sky, I have just cancelled my entire contract. My bill for tv and broadband was increasing from £85.50 to £93.

After contacting the retentions dept all I could get was a reduction to £81.50 for 2 years plus the increases every April.

My daughter who has been with Sky for 25 years had her contract reduced to £37 for her TV and same broadband service as mine. What a marked difference. The call handlers were both of Indian or Pakistani origin, have Sky now moved their call centre from Ireland to Asia now?

All the call handler wanted me to do was take up their absolutely stupid offer, not help a long time customer.

They have lost a loyal customer forever!!!!

Re: Poor Customer Service no reward for Loyalty.

Mark39 — Tue, 30 Sep 2025 09:01:34 GMT

@Annegus wrote:

.

My daughter who has been with Sky for 25 years had her contract reduced to £37 for her TV and same broadband service as mine. What a marked difference. The call handlers were both of Indian or Pakistani origin, have Sky now moved their call centre from Ireland to Asia now?

A more,than 50% discount would be extremely generous, and pretty much unheard of currently. Yes, Sky have call centres in various offshore locations and in the UK.

Re: Poor Customer Service no reward for Loyalty.

Daniel0210 — Tue, 30 Sep 2025 09:59:50 GMT

@Annegus

Getting a £4 per month reduction on the previous discounted price is an achievement to be honest. Significant discounts are harder to come by these days.

Re: Poor Customer Service no reward for Loyalty.

SteveLP — Tue, 30 Sep 2025 15:31:49 GMT

I moved from BT to SKY as they were just as bad, sadly no one seems to value loyalty so it's usually a case of looking for the cheapest provider when the contracts up these days.

Re: Poor Customer Service no reward for Loyalty.

MrRichAllen1976 — Tue, 30 Sep 2025 17:47:45 GMT

@SteveLP These days it's pretty much pointless shopping round, most of the big names are just BT resellers, including Sky.

I moved from Talk Talk and then Plusnet about 5 years ago due to an incredibly annoying language barrier with the call centres.

Re: Poor Customer Service no reward for Loyalty.

MarkGoldsmith — Tue, 30 Sep 2025 18:17:22 GMT

@MrRichAllen1976 wrote:
@SteveLP These days it's pretty much pointless shopping round, most of the big names are just BT resellers, including Sky.

That's highly inaccurate. For broadband service since FTTP become a thing there has never been more competition in the industry with loads of alt nets popping up ( so you have more choices that just Virgin and "BT Resellers"). Also worth noting Sky don't only use the OpenReach infrastructure they are also partnered with CityFibre to use their fibre network.