Complaint

[AnnaHarry]

Good evening

I am emailing on behalf of my mum; she has been paying a lot of money for a long time - too much in my opinion, for her sky products.

Several times she has tried to call and reduce the package but every time the calls fail, she gets put on hold, they say they have reduced the add ons etc, but nothing changes and her bills remain very high.

We have decided to go elsewhere for broadband and phone and are now trying to downgrade the extortionate tv package she has been paying for - multi room and hd that she has repeatedly been asking for removal - and we have been cut off countless times with the promise of a call back that never happens.

We have opted for sky glass with the most basic package but are still having issues as your system will not allow the £20 payment as the technology will not accept the card details - 2 different cards tried, neither successfully.

In addition, we were lied to by an advisor over price increases.

We have wasted literally hours on the phone to your customer service and I am disgusted with the poor service, disregard and ignorance we have been shown.

As a customer of many years, I expect better.

I will be seriously considering going elsewhere once I am out of contract and will be encouraging others to do the same unless something changes.

I expect a response at the soonest opportunity.

Yours faithfully 

Anna Arouri 

[PandJ2020]

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@AnnaHarry wrote:

I expect a response at the soonest opportunity.

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Sure, but we're just other customers here... You are not contacting Sky.

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

[GD1]

@AnnaHarry  Your post has been moved from the email forum as that is not an email route to Sky, nor is the community the correct place to raise a complaint, no one will action anything on the back of a community post nor will you receive a response from Sky as no one here knows who you are or your contact details. 

Please see this link on how to raise a complaint using the correct routes https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[peter-marlow+1966]

Be there when your mum phones sky, and get her to ask to be put through  to the retention team  and get her tell them that she wants  you to talk to them on her behalf, I have been with  sky for 17 years, I don't  know  what  package  your mum is on but the retention team  reduced  my sky steam bill by quite  a  bit  but i on a two year contract  now, if i say that I have the top sky steam package  with sky glass tv  and a puck, plus  gigafast broadband  with them and i was paying  altogether  £170 a month, and my new contract  is now £100 a month  after speaking  to the retention team  that may  give you  an idea  of what they can do and i lost no channels, hope this helps 

[AnnaHarry]

Sorry, I don't know why this is here, was trying to send them an email!! 
that seems pretty impossible too......

[PandJ2020]

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@AnnaHarry wrote:

Sorry, I don't know why this is here, was trying to send them an email!! 
that seems pretty impossible too......

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The correct contact method has been posted.  They don't use email for general communication so that will likely not be responded to if you do send one.

[Mark39]

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@AnnaHarry wrote:

Sorry, I don't know why this is here, was trying to send them an email!! 
that seems pretty impossible too......

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Yes, Sky don't use email as a general means of contact.