Retentions Team UK

[Anonymous]

I'm a Sky Diamond customer, been with Sky for 23 years. I have the full Sky Q package and my contract ends in October. Each contract renewal I call the retentions team, and would speak to someone in the UK, usually based in Scotland. They have always been very knowledgeable and helpful, and have found the right package for me to renew. This year's renewal process is horrendous, I can't get through to anyone in the UK. I've made around 20+ phone calls each time being put through to the call centre in India. There seems to be a complete lack of knowledge and understanding of what my customer needs are. I've had a whole range of answers, some saying there is nothing they can do, some saying they can reduce my package price (a range of different prices), some saying it would be more than the renewal pricing offered by Sky, there is just no consistency, and nothing offered is anywhere near my previous contract pricing. It really is terrible customer service from Sky, and very frustrating. I'm left now thinking that after 23 years I should cancel my TV contract which is not something I wanted to do.

[Daniel0210]

@Anonymous 
Calls go through to the next available agent, wherever they may be based.

Significant discounts are harder to come by these days so if you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer is unlikely to be available when you call back. Also remember you’re not a new customer so don’t expect anything close to a new customer deal.

If you decide it’s no longer value for money and you’re thinking of changing providers remember that in 18/24 months time you'll be in the same position with that company at which point you'll be able to return to Sky and benefit from the new customer discounts available at that particular time.

[Anonymous]

Thank you for your reply, which is of absolutley no help.

[Mark39]

But pertinent to your post and absolutely correct. 

If there's  a particular question you would like some help with, let us know.

[Anonymous]

Thank you for your reply, it's great to see that on this forum Superusers are so Superuseful.

[Mark39]

Still no idea what they wanted help with.....

[Colette21]

Just had same experience. Hung up on several calls and just want to speak to someone that understands. Always been great up till now. I've been with sky over 25 years will now consider changing as can't sort out new offer

[PandJ2020]

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@Colette21 wrote:

Just had same experience. Hung up on several calls and just want to speak to someone that understands. Always been great up till now. I've been with sky over 25 years will now consider changing as can't sort out new offer

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Most recently I've always used the chat service to negotiate a deal.  Never had a communication issue.

[Jolan1611]

I am a long standing customer too and also have my mobile with Sky. It has been horrendous trying to get through to retention's department. I want to speak to someone in the UK not India, no offence, and also be able to understand their accent. I'm losing the plot with Sky and have had a better deal offered from Virgin Media. 

[Daniel0210]

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@Jolan1611 wrote:

and have had a better deal offered from Virgin Media. 

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@Jolan1611 

That will be because you're seeing a new customer offer. You aren't a new Sky customer so any renewal figure is unlikely to be on the same level. 

[Anonymous]

"I want to speak to someone in the UK not India"

Quicker finding a unicorn now that the majority of the Sky support conducted from overseas, Has been for years friend

Guys in India, Africa and Bulgaria are OK as long as you behave on the call and listen to what they are telling you... And also don't expect a huge discount to resign for 24 months

A £5 or £10 a month discount these days with Sky is classed as a win

[Gorn777]

Im having similar issues. Was offerered a price by them on phone and so far not been honoured. Prices still show too high for the monthly cost. My cooling off period is fast approaching. If they havent sorted it out by then I will be leaving. 17 years diamond customer (it doesnt mean anything)..

[PandJ2020]

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@Gorn777 wrote:

diamond customer (it doesnt mean anything)..

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You get free roaming.  https://www.skygroup.sky/en-gb/article/sky-brings-free-global-roaming-to-millions-of-loyal-customers...

[Daxing]

After 25 years with Sky as a Diamond VIP, I’ve finally decided to leave. I was paying £110 a month for Sky Q, and the best offer I was given was £95 for Entertainment and Cinema,  no sports, and I don’t even have Sky broadband.

Sky Stream no discount and would have cost me £90 pretty much the same, yet new customers can get it for £57. After a quarter of a century, I expected something better, but retentions didn’t offer anything meaningful.

So I’ve cancelled, and my services end mid‑September. I never thought I’d actually do it, but I feel oddly liberated now. I may look at NOW TV instead as at least it’s flexible and I can dip in and out as I want.

I think once you cancel the grass is greener on the other side.