Customer NON Services - absolutely disgraceful!

[Smithy-1971]

Contacted Sky FOUR MONTHS ago asking how we can reduce our monthly subscription costs - have been a subscriber for over 20 years.

Have now spoken to NINE different customer services (HA!) advisers, who have each promised to investigate and call back, not a single response. Have raised three complaints, not a single response. Every time an adviser says they will transfer us to the TV retentions team, we actually get transferred to Braodband Technical; these guys tell us that Sky have changed their support mechanisms and loyalty / retentions teams are no longer available to contact.

Told Sky to cancel our subscriptrion. They wrote to us asking us not to leave, and that they would save us over £40 per month. Called the number on their letter only to be told that they would not honour the deal they had offered us! WHAT AN ABSOLUTE SCAM!!! Surely this cannot even be legal???

Sky have now INCREASED our subscription by a further £40 per month and are refusing to support with any issues whatsoever.

We do not want to leave Sky, but how do we get any response from them?

[Anonymous]

@Smithy-1971 Use the Complaints option in the forum footer. They have to respond to those. 

You'll normally get a response within 48-72 hours. You can discuss it with them and see what they say. If you're unhappy at that point you can ask for it to be reviewed and escalated at a higher level.

At this point if you're still not happy you can then ask for a deadlock email and take the matter to CISAS or go to them if the matter hasn't been resolved within eight weeks. You can't go straight to CISAS though, you have to have given Sky an opportunity to deal with your formally registered complaint.

If you go to CISAS make sure you have screenshots of your conversations with Sky. 

[Smithy-1971]

That's really useful - many thanks 👍

[Anonymous]

@Smithy-1971 Hopefully you get something sorted. I've just been through this process myself and got Sky to settle in my favour after going to CISAS over a matter relating to a firmware issue on Glass. 

[Mark39]

@Smithy-1971 we see posts here every day from customers who have negotiated a new discount deal with Sky, so I'm unclear why they've not been able to help you out. There is, so far as I'm aware, still a cancellations/retentions team and they would be the best people to speak to.

Discounts appear generally to be less generous than in the past,  and, of course, Sky don't have to offer you a deal at all. There's no grounds for complaint on the basis that Sky refuse to offer you a discount.

The further increase is either because of the annual price rise usually charged in April, but deferred if you discussed a new deal at around that time, or the expiry of an existing discount.

The only reasons I can think, of for Sky refusing to help with issues are non-payment, or use of the legacy Sky+ system.

[peter-marlow+1966]

Call sky and ask to  speak to the retention team, tell them you are leaving  and you will  be surprised  at what discounts  you can get  but it will  be  a 24 month  contract and you must agree  there and then