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[mar0507]

Received an email to say my BB was increasing by £3.50.  I called 14th March to  see what they could do.  I was told nothing, that was best price.  I call the cancellation department, who agreed to a £0.50 increase.  My bill showed £3.50 increase, with a £10 admin fee on top.

I called again, they explained this was the agreed increase.  I called a different department who said a manager would listen to the call, and call me by 11. (15th March).  No call came.  I then called the executive office at 11:15, who said they would take on the case and I would receive a call in 2 days.  Thus far I am still waiting.  To top it off, the complaint number I was given, I received an email to say it was now over 8 weeks old.  Umm.  It was less than 8 days old.

Does anyone have a number that gets straight through to a high ranking staff member who actually cares abou It's customers, and will resolve this issue.  I don't want to stop my DD, but will have no choice.  I will also leave sky, and never come back, even if they pay me to use there services.

[Daniel0210]

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@mar0507 wrote:

Received an email to say my BB was increasing by £3.50.  I called 14th March to  see what they could do.  I was told nothing, that was best price.

Presumably you're already in a discounted deal. Sky aren't obliged to offer an extra one. 

I call the cancellation department, who agreed to a £0.50 increase.  My bill showed £3.50 increase, with a £10 admin fee on top.

Admin charges are usually added to discounted deals (new or on renewal), and it’s normally £10 per discount. If you negotiated the deal on the phone and these admin charge(s) weren’t mentioned they may be listening back on the call. If they weren’t mentioned they will hopefully cancel them.

I called again, they explained this was the agreed increase.  I called a different department who said a manager would listen to the call, and call me by 11. (15th March).  No call came.  I then called the executive office at 11:15, who said they would take on the case and I would receive a call in 2 days.  Thus far I am still waiting.  To top it off, the complaint number I was given, I received an email to say it was now over 8 weeks old.  Umm.  It was less than 8 days old.

Does anyone have a number that gets straight through to a high ranking staff member who actually cares abou It's customers, and will resolve this issue.

Sky don't advertise the numbers of senior staff. I doubt any large firm do. 

I don't want to stop my DD, but will have no choice.  I will also leave sky, and never come back, even if they pay me to use there services.

Just cancelling your direct debit will cause you further problems. Once you've had your letter or email about the price increase you can leave Sky Broadband penalty free within 30 days but you still have to cancel properly. 

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[mar0507 · Accepted solution]

All has been resolved.

I managed to get hold of a telephone number for the executives office, they did as they said.  The listened to all calls, and called me back.

They agreed i was correct, and so have wied the £10 admin fee, and given me 50% discount on each month base rate until the end of the contract (Sept 25).