Formal complaint about renewing broadband and land line

[greenbike]

Can anyone please tell me how I can make a formal complaint to Sky about renewing my broadband and landline.

I went to the complaints page but it only offers complaints about Programming or Online Safety.

How do I contact them to make a formal complaint about renewing broadband and landline? With a view to going on to OFCOM if things aren't resolved.

Many thanks for any help

[caesarome]

@greenbike 

You can use this form as under "complaint type" you can select broadband:

https://www.sky.com/help/forms/complaints

[daveNOS]

@greenbike When you visit the complaint page it gives you 4 options at the top(Call us , Write to us, email us, message us) click on one of them and you can make your complaint, the lower options for programmes and online safety are seperate options with thier own dedicate emails and phone numbers)

[greenbike]

Many thanks I selected the email option and wrote to them. Any idea how long it takes for them to reply? Thanks

[greenbike]

Many thanks. In the end I selected email and wrote to them. I don't suppose you know how long it takes for them to reply and who would handle the complaint? Is it a manager? Thanks again

[daveNOS]

@greenbike It may take a while, they have up to 8 weeks to respond.

[caesarome]

From here:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you.

[greenbike]

Thanks very useful!

[greenbike]

FYI I just got an email from Sky saying:

..... We have received your message and aim to provide you with a personal reply within 24 hours. We value your custom and appreciate your patience whilst we look into your enquiry.

..........

I wonder if that applies over the weekend.

[Mark39]

@greenbike I suggest the key word there is 'aim'. I 'd be pleasantly surprised if they responded within that timeframe!

[greenbike]

I had two emails from Sky today. The first said:

"Thanks for contacting us about your Sky account.
We've tried contacting you about your complaint but haven't been able to get hold of you. If your issue is still unresolved please contact us so we can help.
If we don't hear from you, we’ll assume everything is resolved and close your case within 28 days of the date of this notification.

Thanks,

Your Sky Team

Further information on Sky's complaint handling procedures can be found on Sky.com. As outlined within the code, Sky is a member of Communications and Internet Services Adjudication Scheme (CISAS).

CISAS contact details are:
CISAS
address data was blocked by the system so i removed it

Please do not reply to this email as it is an unmanned mailbox

This is strange. I have no record of a prior phone call or email from them. And how do they expect me to reply and tell them it hasn't been resolved if they write from an umnammed mailbox????????????

======

Immediately afterwards I received another email saying:

Thank you for reaching out to us and for being a loyal Sky Customer over the years.

I’m sorry to hear about the difficulties you’re experiencing with upgrading your Sky Broadband package.

Upon accessing your Sky Account, I see that you currently have a subscription to Sky Broadband Superfast (FTTC).

I apologise for any confusion regarding the pricing of the "Full Fibre 300 package." Our offers can change daily, and sometimes the advertised prices may not be available due to these changes.

To assist you further, could you please provide a screenshot of the offer you mentioned? This will help us investigate the issue more thoroughly and discuss it with the relevant team to see if we can try to honour the advertised price.

In the meantime, you can check our current offers at Sky Broadband Offers: https://www.sky.com/deals?irct=help-sts-offers-and-upgrades to see if there are any other packages that might suit your needs.

For further billing information, current and future payments, make payments online and much more, you can access this online using the MySky link below;
https://www.sky.com/myaccount/bill

Thank you for your patience and understanding in this matter.

I hope this information has helped with your enquiry. If you require further assistance, please reply to this email.

Kind regards

==========

Three points.

I am not happy that they mention closing the matter so soon after I complained. BUT the email address they sent it from is a non reply email. So how do I tell them it isn't resolved?

They don't mention my request to make a formal complaint to OFCOM and hence my need for a final letter from them.

I sent them screenshots last week. They are asking again. I fail to understand why they don't have access to my account and hence would be able to see the details of offers available to me on my account.

Can anyone please shed any light on the above?

Many thanks

[Mark39]

---

@greenbike wrote:

Three points.

I am not happy that they mention closing the matter so soon after I complained. BUT the email address they sent it from is a non reply email. So how do I tell them it isn't resolved?

I guess they're expecting you to contact them to confirm it's still an issue.

They don't mention my request to make a formal complaint to OFCOM and hence my need for a final letter from them.

Presumably because they're hoping to resolve the issue before it gets that far

I sent them screenshots last week. They are asking again. I fail to understand why they don't have access to my account and hence would be able to see the details of offers available to me on my account.

So far as I'm aware, Sky don't keep a record on your account of offers that are applicable or made to you. 

Can anyone please shed any light on the above?

Many thanks

---

[greenbike]

Thanks Mark

The point I was making about the first email was that they say "If your issue is still unresolved please contact us so we can help.". BUT the mailbox is 'unmanned' so they aren't offering me a way to reply.

The second email does offer me a method to reply - I hope. But it came after the email saying they had tried to contact me. I have no record of them having to contact me before either of these two emails.

The offers available to me are still visible on my account. If Sky cannot see what offers are on my account how does the system then allow me to buy those offers? I obviously have no idea how their system works.

[Mark39]

@greenbike I only know as much as I've gleaned from previous posts, so I'm no expert on Sky's systems either!

I do know that where customers have been unable to accept an offer online or via MySky etc for some reason, and call Sky, they are also often unable to see or apply it  So it seems that while an offer is linked to your account somewhow, the details are not necessarily visible to customer services.

[greenbike]

Many thanks Mark

I've taken a print of the screen with the offer and sent it together with my reply to them. I only hope it gets through - some systems seem to block added items. It's a pdf.