Called to upgrade, now looking to cancel.

[NorthFam]

Called last week to upgrade broadband and also to add TV and Sport. I was told there is a technical issue on the account due to cancelling Talk (this has never been requested) and it'd take a week to resolve. A week later I got an email saying its resolve and my husband called after I spent 30 mins on the useless 'bot' and he spoke to 8 different people get passed around including hte techncial team - one told him it will be another 5 days, another says it will be 9 days and then when he wanted to cancel they wouldn't speak to him about it unless he has a password. I've not even set one up on the account and cannot see how too.

So we went from wanting to upgrade to waiting a week for an issue created by Sky to be sorted, which it still isn't. They just don't seem to care about customers, and not least customers precious time. I work long hours and so does my husband, he cancelled meetings last minute jsut to sort out Sky TV for our family but this has been a car crash in customer satisfaction.

Anyone else had simialr issues?

[Mark39]

@NorthFam only the accountholder can cancel. If you're the accountholder you'll need to contact Sky. I would imagine that if they're asking for the telephone password, there is one set up. 

[NorthFam]

This would be logical had he not spoken, at length, to numerous people in sales and tech teams. my issue is that they have a technical glitch and it's their issue that has become my problem and it's only a problem because I wish(ed) to upgrade. Never have I known it be so hard to give a company my money. 

[Mark39]

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@NorthFam wrote:

This would be logical had he not spoken, at length, to numerous people in sales and tech teams...

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It's still logical. Someone authorised by the accountholder can discuss upgrades etc. but they can't cancel. I do understand the frustration around the technical issue, which I'm guessing will require manual intervention by a behind-the-scenes team.