An Irish Times article published today (12June, 2025), recounts a troubling customer service experience involving Sky Ireland and an elderly, recently widowed woman named Anne. Her son-in-law, Donal, had contacted Sky on her behalf to arrange a more affordable broadband and phone package, as her financial situation had changed significantly after the death of her husband. A Sky representative offered a package priced at €87 per month and assured them that installation and equipment would follow shortly. However, on the scheduled installation day, no technician arrived. Sky later claimed that Anne’s line was not suitable for fibre, but this was never communicated to her in advance.
Despite the failed installation and lack of service, Anne began receiving bills—significantly higher than the agreed €87. When questioned, Sky customer service suggested the charges would even out. But in reality, Anne had somehow been enrolled in a €120 per month contract that she and Donal never agreed to. Efforts to obtain proof of the original €87 offer were ignored, and Sky refused to cancel or adjust the contract until media pressure was applied. Donal accused Sky of taking advantage of a vulnerable, grieving elderly woman and described their treatment as both despicable and possibly illegal.
The story has struck a chord with many readers, particularly those familiar with aggressive upselling tactics used by telecom companies in Ireland. Online forums and consumer complaint boards echo similar grievances—often involving elderly customers being coerced into expensive packages, misled about charges, or left unable to cancel services without navigating complex procedures. In many cases, customers only receive fair treatment after threatening to cancel their accounts or going public with their complaints.
The article serves as a broader cautionary tale about the need for transparency and ethical conduct in customer service, especially when dealing with older or vulnerable individuals. It also underscores the importance of documenting all communications, requesting written confirmations, and being prepared to escalate issues when dealing with large service providers like Sky.
What do you think of this?
Moderator note: Changed thread title.
