Canceling broadband and talk nightmare

[Marlowe33]

Hi , i waited for my contract to end in the middle of january and spoke to a customer service rep and he told me bt had send a request to take over the service , come febuary i notice i am still being billed even though i am not with sky anymore , i have not spoken to 5 different customer service reps and have been lied to about the service being cancelled , at least 3 times , and to top it off i find out i supposedly recontraced for 4 months and was being sent a new modem?? A total shambles that had caused me a great deal of stress , i still have no show of the account being closed apart from an email from the last rep i spoke to , could somebody pleae confirm the account is closed as the phone number is still ringing when i try the number even though i have been with bt now since the middle of january.

[Marlowe33]

Just to add my account shows a bill for march £53 that i supposedly have to pay.

[Daniel0210]

@Marlowe33 
You’re not talking to Sky Customer Services on here. This is a customer based forum where customers try to help other customers.

When you talk to Sky tell them the date and rough time you called and originally spoke to an agent. They should be able to listen back on that call. 

[PandJ2020]

Just a thought - did BT only take over the internet and not the landline? Is the BT service fibre?

[Marlowe33]

Line and broadband i had fttp installed as sky could not offer it for some reason

[Marlowe33]

Thanks Daniel unfortunately i  used the chat thing on my account and conveniently the chat log was not saved , i have already been told this by another rep , al i want is the account to be closed i held my part of the bargain and waited for the contract to end , ive been with sky 8 years but this has left a sour taste , im very disapointed.

[PandJ2020]

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@Marlowe33 wrote:

Line and broadband i had fttp installed as sky could not offer it for some reason

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Then that may explain as it's not a 'line takeover'.  In this situation I don't believe BT can cancel your Sky contract - you would have to give your own notice although it seems you have, just the timing etc. in question.

[PandJ2020]

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@Marlowe33 wrote:

Thanks Daniel unfortunately i  used the chat thing on my account and conveniently the chat log was not saved 

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I always found using the chat again allowed access to previous chat.  If not, submit a subject access request for it https://www.sky.com/help/forms/customer-information-request

[Marlowe33]

Ok , well this is the problem the rep told me i did not have to do anything ..  i realy hope it is cancelled now as i cannot aford to keep giving sky £53 going up to £59 in april for something im not even using .

I know i cannot prove it sadly but i am very angry the rep lied to me basically , and if he realy did not know about the fttp thing then maybe he should not be a customer service rep.

[caesarome]

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@Marlowe33 wrote:

I know i cannot prove it sadly but i am very angry the rep lied to me basically , and if he realy did not know about the fttp thing then maybe he should not be a customer service rep.

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You can make a complaint, just give the date and time you spoke to Sky as they should be able to listen to what was said to you:

https://www.sky.com/help/articles/how-to-make-a-complaint

[Marlowe33]

Thanks for the help all , i thought i could get somebody to confirm the cancel has actually happend , i really did not really want to speak to the sixth rep , im kinda tired of going round in circles with them.

[PandJ2020]

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@Marlowe33 wrote:

Thanks for the help all , i thought i could get somebody to confirm the cancel has actually happend , i really did not really want to speak to the sixth rep , im kinda tired of going round in circles with them.

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We don't have access to accounts here... I'm not sure the forum staff can assist in cancellations.