Complaints

[Ellieb3]

I can't believe they make it so difficult to complain! I've been with sky over 20 years and the customer service I've had recently is shocking! They couldn't connect my broadband via a phone line after I moved home so I've been waiting for a update on what alternative they can offer there has been barely any communication unless it's from me chasing it up I got a message yesterday asking for me to return equipment and to call them which I've done today only to be told my broadband has been cancelled! Nice of them to let me know! I feel so let down by the way this has been felt with I feel they don't care about there customers at all I feel like I deserve compensation for all this it's made me want to cancel my tv package as well tbh, any advice please? Thanks

[Mark39]

@Ellieb3 this explains how to raise a formal complaint. I'd suggest using the web form option: https://www.sky.com/help/articles/how-to-make-a-complaint

[Daniel0210]

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@Ellieb3 wrote:

I got a message yesterday asking for me to return equipment and to call them which I've done today only to be told my broadband has been cancelled! Nice of them to let me know! 

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@Ellieb3 

Frustrating as it is they have informed you. They asked you to call them, which you've done and they've told you. Presumably they gave you reasons as to why they couldn't provide the service? 

[Ellieb3]

Unfortunately not I was just told your broadband has been cancelled, no sorry we've had to do this or any explanation 

[Ellieb3]

Thank you I do feel upset by the way they handled this 

[TimmyBGood]

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@Ellieb3 wrote:

They couldn't connect my broadband via a phone line after I moved home so I've been waiting for a update on what alternative they can offer 

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For information: with the upcoming end of PSTN (analogue voice service) on the national Openreach network, Sky has to provision voice calls over a digital platform.

Unfortunately in some areas this can only be on FTTP because they don't have the appropriate equipment locally to provide Sky Talk Internet Calls over FTTC, which results in broadband cancellation at addresses the FTTP rollout hasn't reached yet.

You may need to look at broadband from BT as the designated Universal Service Obligation provider.