Shocking Sky Customer Service!!!!

[ryanmilligan128]

I have been with sky 3 years and I am honestly fed up with the problems i have had recently with them. to do with my bill. I requested on my TV subscription to be cnacelled on ether 22nd or 27th january as i do not watch TV so what pointless having. I gave plenty of notice for it be cancelled however the agent i spoke to did not cancel it and left no notes on my account. I have spoken to sky several times regarding this and yes they have cancelled but from the 14/02/25 so I am being charged for it in my bill for March which it shouldnt be. I spoke to someone on live chat on the 14/03/25 and they said they have raised a complaint but not heard anything abotu my complaint as agent who raised it said they would listen to the calls but still not heard anything. I am not paying for TV in my Bill for March as should of been cancelled down from janaury.

I have never been treated this way and I need this resolved. I have got the phone calls on my phone showing that I called sky on the 22nd and 27th january and the calls were over 40 minutes long. I honestly want to take this further cause feel I am getting nowhere as everytime I phone in i get through to someone who is fromn India who do not understand my situation and do not bother to put notes on my account.

 How can i take this further and am I am able to requests the transcripts for all the calls I have had from sky as i am within my rights to. 

Please can I get a response from someone at sky. 

[caesarome · Accepted solution]

@ryanmilligan128 

I would fill in this online form to register a complaint giving dates and times when you originally spoke to them to cancel:

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

[Daniel0210]

@ryanmilligan128 

Sky won't respond on here. This is a customer helps customer forum and you aren’t contacting Sky Customer Services. Your complaint could take up to 8 weeks to reach a resolution or deadlock. I'm afraid you can't withhold part payment. If the full amount isn't paid Sky will restricted a service and you then won't be able to talk to Sky. Of course any overpayment will be reimbursed in due course.

[PandJ2020]

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@ryanmilligan128 wrote:

I requested on my TV subscription to be cnacelled on ether 22nd or 27th january

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Can you clarify when you requested this cancellation?  You have a notice period of 31 days and billing will continue as normal during the notice period - including any month in advance.  Bills are generated 14 days before payment date.  It's not unusual to pay past your cessation day but the following bill generates a corresponding pro-rata credit.

I'll reiterate withholding payment won't provide a resolution and will actually work against you.  Of course, feel free to ignore this advice.

[PandJ2020]

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@ryanmilligan128 wrote:

I am able to requests the transcripts for all the calls I have had from sky as i am within my rights to. 

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Submit a SAR here: https://www.sky.com/help/forms/customer-information-request

[VC9]

Same thing happening to me I have an email confirming cancellation then received a bill ,spoke to an absolutely unhelpful person who kept insisting I hadn't cancelled despite me telling him numerous times I have an email from them ,he finally passed me to cancellations who confirmed sky had not processed the cancellation and he would sort it out and give me a call back which didn't happen but that I had paid up till date in email ,I now am being told I owe them £56 and my account is restricted so I can't even speak to anyone till I pay that money I told them I just want my promised call back 

[Shiny1]

I have been with Sky for almost 10 years. Late last year Sky cinema was sold to me as part of the TV package for £1 month. Later on, when I checked my acc with Sky  I found out they were charging me £9 a month for it! I called to complain in February this year and requested phone call recordings for the period Aug-Oct 2024 citing SAR. I was promised a phone call by someone during the day and was promised to be sent phone call recordings. Nothing happened so I called a few weeks later only to be told by the person I spoke to that 'only the person I initially spoke to can deal with it' and that 'they would call me'! Never heard something so stupid and idiotic! Called again in early May, complained, demanded phone call recordings and for the issue to be resolved. Nothing happened! Then called again in early June, demanded phone call recording to include those of the dates I complained starting from February this year. I was told that it may take up to 28 days to arrive. Nothing happened! 

I have now completed a complaints form and sent it to them. I shall also be submitting a consoling to the Information Commissioner's Office as they are in breach of SAR.
OFFCOM is no longer dealing g with complaints which explains why Sky customer services have become more than shocking. 

Once this contract is up I shall no longer stay with Sky but would move the provider. Afyer being treated by Sky this way they despite my being their customer for 10 years I wouldn't recommend Sky to anyone considering to sign up for any of their service. Run away from Sky as far as you can! 

[Mark39]

@Shiny1 to make a subject access request you need to complete this form. I believe Sky have up to 31 days for an initial response: https://www.sky.com/help/forms/customer-information-request