A cancellation that went wrong

[John228]

My girlfriend was looking to change providers and contacted sky, she needed some things confirmed such as,  the last time she was with sky the modem was put in her bedroom, she didn't want it there. The person she was talking to didn't understand what she was wanting, there were things like, she wanted to know what way she would be getting her tv channels, the person she was talking to asked what's wrong with your tv channels!!!. As she was not yet a sky customer she didn't have any tv channels from sky. So because of all this confusion she decided to cancel her order for sky TV and broadband. But that's not the end of the story, this morning she got a tv box in the post with a notification that a sky technician will be calling to install it. As she is STILL a virgin media subscriber she now has the worry that she will be paying 2 providers and this after contacting sky and being told by a person at sky Ireland there's nothing they can do, what sort of business is sky running in Ireland where they don't understand when a person said cancel my order they don't mean part of the order they mean ALL of it.

[GD1]

@John228   They will need to call Sky themselves and confirm the order has been cancelled, if not they need to cancel this order as they have 31 days cool off for TV  but only 14 days for Broadband.

[John228]

• @GD1 we have both tried to sort this out with sky and in my case, I found the person I was talking to very rude. My girlfriend was asked for an account number which she didn't have and was told by the person she was talking to use a pin she was given, also this person claimed he/she could not do anything about the instalation, she would have to talk to a manager, which she wasn't put through to. As I said she cancelled the order and apparently the person she was talking to only cancelled the broadband not the whole thing. A total shambles. 

[John228]

Still an issue, she has been charged €40 something for a service she doesn't have a couple of day's ago. This is beyond a joke and you can't get through to anyone to try and sort it, sky need better people dealing with prospective customers. They even though I was cancelling my subscription when I can't, Yet.

[Daniel0210]

@John228 

As previously advised by @GD1 your girlfriend needs to call Sky Ireland next week (I don't believe Sky Ireland Customer Service support is available at weekends) to sort this out and confirm the cancellation. Sky are only going to accept this from the account holder which is why they thought you wanted to cancel your subscription when you spoke to them.

[John228]

As far as she knew she didn't have an account, so why does she need to cancel an account she didn't have. What part of cancel my order is hard to understand. She will try to call them again tomorrow but when you are told you could be waiting half an hour on the phone, it gets a bit frustrating. That's why I was trying to help her, this thing of the Account holder is all very well if you are trying to make changes or something but not when sky has made a mistake as on this occasion, I  had all the information available to me that she has because she told me what I needed. All we want at this stage is for sky to provide packaging to return the sky box she should not have been sent (because she cancelled the order) a refund of the money she was charged for a service she doesn't want or have. I was responsible for convincing her to change to sky, I'm sorry I did know and it has made me look at my future subscriptions, maybe after 20 odd years it is time for a change, I doubt after this my girlfriend will won't to go for sky in the future. 

[caesarome]

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@John228 wrote:

As far as she knew she didn't have an account, so why does she need to cancel an account she didn't have.

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She will need to call to get this cancelled as clearly there has been a communication breakdown between her and Sky.

[Mark39]

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@John228 wrote:

...this thing of the Account holder is all very well if you are trying to make changes or something but not when sky has made a mistake as on this occasion, I  had all the information available to me that she has because she told me what I needed. 

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You can blame GDPR for that. Sky are required to make sure a caller's identity is verified.  That includes not allowing someone else to call on their behalf, unless they are authorised and Sky can determine that authorisation exists. There's no leeway.

In terms of packaging, you can use your own, if you have something suitable. However,  just returning an item doesn't cancel the subscription so your girlfriend will still need to follow that up with Sky, I'm afraid.

https://www.sky.com/help/articles/return-or-recycle-sky-equipment