Extremely Poor Experience – Misselling, Incorrect Contracts, and Unresolved Complaints

[ClaudioG]

I wanted to share my recent experience in case it helps others, and in the hope that someone at Sky finally takes ownership of this.

I cancelled my Sky services in November after 15 years and completed my notice period. My Sky Q equipment had already been returned. On 19 January, I received a call from the Winback team offering Sky Q, full package, plus Netflix Premium for £47. I questioned the legitimacy because it sounded too good to be true, but I was assured it was correct and was due to my long-standing customer status.

After accepting, I discovered I had actually been signed up to Sky Stream, despite the agent explicitly acknowledging on the call that I didn’t want Stream due to its recording limitations.

I called the next day to complain and asked for the call recording to be reviewed. Sky confirmed the misselling, apologised, and offered Sky Q full package + Netflix Premium UHD for £53, supposedly authorised by a manager.

Later, I still couldn’t see the contract on my account. I was told my original Sky Q account ID had been archived when Stream was added, and they needed to link the new order to a new ID. Once this was done, the contract showed £76, not the agreed £53.

When I called again, I was told nothing could be done except offering £60. A manager callback was promised but never happened.

I raised a formal complaint. The “resolution” was that Sky cancelled both the missold Stream and Sky Q packages, told me to return all equipment, and stated that because the matter was being handled internally as a disciplinary issue, I would not be offered any resolution.

I’ve now raised a second complaint referencing all previous ones, as Sky has still not addressed the misselling or offered any alternative resolution. If I don’t hear back within 14 days, I’ll be requesting a deadlock letter and escalating externally.

This has been an extremely disappointing experience after 15 years as a customer. I’m posting here in the hope that someone can finally take ownership and resolve this properly.

[caesarome]

@ClaudioG 

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[ItWasAllMichele]

Thanks for escalating this @caesarome. We’ve sent an invite to chat to @ClaudioG.

Please be aware conversations automatically close if there is no response within 48 hours.

[DaveDrizen]

Thank you for putting your experience on here I to after many years will be cancelling Sky Q when my minimum term ends at the year I don't watch hardly any thing on the signature package . My only thing that regulates watched is sport  and Sky new most of my other viewing with Netflix, Prime Video  and I ITV X . So will cancelling Sky  and using  now tv app  & Discovery plus app for my sport. I also do not want Sky stream it mor expensive than now and I see from various post on it hit and miss if it actuly work for you. After reading you post I two think Sky will try phone if me with a unmissable offer to return, however should they try my phone as has a screening system on it.  And all callers not my contact list  are asked who they are and the purpose of there call for  my phone rings  and iget onscreen message of who it and what they want before I answer the call. Yes I have. Sky on my contacts list but only 0800 number  and I  don't think they will use that to contact me. Onnce I cancel I will not  be interested in any  offer they want make, however good they may sound,  because as you post proofs they are not that good in reality . I cancelled sky cinema last month as I did not use it and wasting my money at £13 a month. Within hours of cancelling  I got a email offering my SKY Cinema for only £7 month but that was on a two year contract and the £7 would stay that price for long as I gather it would been increased to £8 this April and problerly £9next year. So I have ignored it like if Sky contract me after cancelling the lot I will ignore  there calls  and bar the numbers they me on call on. 

[skypuffy]

I will be doing the same with my Sky Mobile account. I have 5 lines with them and this has been the worse customer service experience I've faced since my tenure with Sky.

After the initial call and promised a deal from the first call, I was told this was mis-sold. Calls were recorded but after several calls and promises of escalation (at least 13 calls I've made in the last 10 days and been escalated by various advisers I've spoken to). I've also filled out the online complaint form. Nearly 22 years of tenure with Sky, all they could give me for my loyalty with Sky and for all their inconvenience (and for their mistake) is £10???? 

Very frustrated, annoyed and uphappy about this situation at the moment.