Here are my reviews on trustpilot for something thats been going on for a month or so - No-one EVER sorts the issues, they just start again in department after department - did you know on Whatsapp I had a message saying I am dealing with Matthew who said he was the highest escalation team - three days later I get a call from Andy in another department who said he is from the highest, there is no one above them - so liars basically - I have proof. Now the complaint email is blocked on my account and the upgrade to broadband button is blocked - even though one person said I can get a better offer and Andy said no I cant - they just constantly bamboozle us - and we are fools as we have no alternatives - we HAVE to have broadband and we HAVE to have TV - Go to Virgin you say - they make SKY look like Rolls Royce - so two providers for the whole of the UK and their customers services are the worst - look at Trustpilot if you dont believe me.
ANOTHER UPDATE
So, I thought SKY dont care as is evidenced, so I thought Ill see if I can contact them, the email is still blocked and I thought well lets upgrade broadband online - that is blocked too with the error message still - so I rang the number and you end up in India with a person who speaks so fast and with an incomprehensible accent, that when I asked could you put me through to the UK - they said try the number again and you may get the UK - never happended!!! So now I cant even speak to the provider - now is the time that at 9:00am on Monday 18th this is going to the regulator and to Tony Hetherington in the Mail on Sunday.
You have done this to yourself by treating your clients so poorly! All we want is a simple service that doesnt require a degree to understand. It is also going to my local MP to start to get this ridiculous situation regulated so people arent continually ripped off - I have 5+ friends all on the same packages paying between £56 and £128 for EXACTLY the same products - IT IS WRONG!
So, after a month and yesterdays promise of a call at 4:30 - I get a text at 4:34 saying you'll call just after 5 - which turned out to be 22 minutes past 5 - to get 'Andy' saying "Im on your side mate" Far too familiar for an alleged professional organisation. He claims hes in the highest customer retentions department - a claim held by the previous two people I spoke to. Do you lie for a reason? or is it just to confuse like your various packages confuse your customers. So on Whatsapp your pedantic Matthew says there IS a better broadband deal which will save me 50p a month, yet yesterday I was categorically told I am on the best package I can be offered. when I asked why, again, like everytime a customer asks a question it is 100% ignored. You need to get your people into parliament, they are just as bad as Labour. S one minute I can save, the next I cant. When I go to upgrade on my online account and the same on the app it says error - please call. A month down the line and I am no further forward. I have the full story from start to finish and if it ISNT sorted on this response then the whole story is going on as many review sites I can find to show how utterly poor your customer services are and the lies that get told because your people dont read the whole story or dont even put the notes on the system which HAS happened. And dont ring three rings and then immediately send an email saying complaint closed if I dont answer in the first instance before I get a chance to get to my phone. Just ring back a few minutes later and ring for longer than 3 rings.
Date of experience: 13 March 2024
You dont care
Spent an hour being spoken over, being talked down to and finally to be told we dont work for SKY we are just advisors - even though when you ring you get the Scottish woman saying welcome to sky before putting you through a myriad of menus and automated questions. I rang to reduce my package due to circumstances but was going to add Netflix - I know Im in contract, but it is due to circumstances in the current market. Having spent £20,000 over the last decade or so I would have thought there would be some empathy - but alas no - contract is only for another 4 months but you want £60 to press a button. So Ill ask myself why should i spend my money with you constantly, yet when assistance is needed you dont care. You have my contact details on my account - not allowed to publish A platinum VIP member - just words, it means nothing!
Date of experience: 14 November 2023
AWFUL ORGANISATION
EDIT
SO YOUR COMPLAINT FORM ON YOUR WEBSITE DOESNT WORK EITHER - SO NOW I AM ON ANOTHER 40 MINUTE WAIT TO SPEAK TO ONE OF YOUR AUTOMATONS!!!
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Over an hour wasted on the phone on hold and talking to 'Reece' who doesnt even understand where the problems lie.
I have just done an annual review since renewing last October and am horrified to discover I have overpaid by £144.03 over the last 12 months further to what I was emailed by YOU my monthly payment would be £67.50 and that all my contracts for the numerous services were now in line together. (THey are not!!!) Well guess what YOU lied as not one of my payments were £67.50 - from October they were across various months 75.50, 84.50, 85.53, 88.50 and the latest 95.00 and the next three 103.50 - so you will see why I am damn frustrated at the enigma wrapped inside a riddle inside a mystery when it comes to billing!!! I suggest someone of authority responds and gets in touch with me to sort this debacle out within 5 working days of this date otherwise Ill cancel the damn lot because you have lied from the outset!!!!
Date of experience: 28 September 2023
