Sky Q Returned

[Peter148]

Returned my Sky Q box. Got an email thanking me for returning my kit. Chucked the tracking number. They now keep pestering me to return the kit that I sent back and threatening to charge me for it.

It's impossible to contact them. This is not right.

[MightyQuinn]

Hi @Peter148 

I’ve escalated your post to the Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Peter148  an invite to chat.

[Peter148]

How do I get a deadlock litter from Sky? I'm going to have to make a complaint to OFCOM.  Sky is just like the Hotel California: You can checkout any time you like, but you can never leave.

[Daniel0210]

@Peter148 

Did you engage in the chat invite that was arranged for you?

The first part of making a complaint is explained in this link

https://www.sky.com/help/articles/how-to-make-a-complaint

Ofcom doesn't accept individual user complaints. The process runs through the ISP (in this case Sky) and then to the appointed Alternative Dispute Resolution provider.

https://www.sky.com/help/articles/alternative-dispute-resolution

[Peter148]

I recently cancelled Sky. Sky refused to accept my cancellation, said they'd tried to contact me, failed, and decided that I didn't want to cancel. (There were no missed calls on my phone though)
This is a totally unreasonable way to treat your customers.
I felt that my only option was to cancel the direct debit and inform Sky. Sky then asked me to pay the balance of what I owed them. I was happy to do so.
Sky asked me to return their kit and I did so. Got an email thanking me for the return of the kit.
THREW AWAY MY TRACKING NUMBER. Sky then wrote to me saying that I hadn't returned their kit and they would charge me for it. I complained and was told that their error was now corrected. I asked for a confirmation email and was promised one. I didn't get it.
There is a CREDIT of £51.51 on my account. When I asked you to pay it to me you just told me to restore my Sky service. I will not restore my Sky service because every contact with you is an ordeal.
I do not want Sky Q it is too expensive. I am now under contract to a new broadband provider. I'm not breaking my contract with them to return to Sky. You are being utterly unreasonable trying to force me to restore Sky.
You have placed a block on anyone else at this property ordering Sky Stream. Why?
My online account reads SERVICE SUSPENDED: RESTORE SERVICE Credit £51.51
1. I will not restore service
2. You owe me £51.51
3. You have your kit back
4. I want all my data removed from your site so that other people living here aren't treated as a bad debt.
5. I really think you owe me an apology - that's optional though.
Because of your conduct up to now, I have little hope that you will behave reasonably. I have kept a good record of all my dealings with you in order to make a formal complaint to CISAS. It would help if you would give me a deadlock letter to hasten things along. Regards, P W

[Mark39]

We're a customer Community. 

This explains how,you can contact Sky to make a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

Which service were you trying to cancel?

[Peter148]

All, as was very clear in my letter. Why not read it?

[Mark39]

If you're 'in contract' with Sky Q, you can't cancel unless Sky agree. See your terms and conditions. 

[Daniel0210]

@Peter148 

In case you aren’t aware you’re not contacting Sky Customer Services by posting on the forum. We are mainly customers trying to help other customers.

I have merged your new thread into the one I replied to earlier this morning as they are about the same issue. 

[Peter148]

The "community" should be a place for Sky customers to share their experiences of how Sky behaves. Shouldn't it? Obviously this isn't Customer Services, just like you are not a Sky employee...

[Daniel0210]

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@Peter148 wrote:

The "community" should be a place for Sky customers to share their experiences of how Sky behaves. Shouldn't it? Obviously this isn't Customer Services,

---

@Peter148 

Correct. I was making sure you were aware as your post at 0905 this morning was worded as if directed at a Customer Services agent. 

[Peter148]

Today is dedicated to resolving this problem I'm making anyone and everyone aware of my ordeal with Sky. They blank you till you make a hullabaloo and it becomes more trouble to not do the right thing. I WANT MY MONEY BACK.

[Daniel0210]

@Peter148 

So, if I'm reading these posts correctly you tried to cancel Sky Q, stopped your payment method and returned your Sky Q box but did not retain proof of posting.

Sky have declined to allow you to cancel (as is their right under the T's and C's you agreed to). 

Is that correct? 

[Peter148]

Nope not correct. I'm out of contract and have every right to cancel. Sky took way more money than was owed (removed). Stop trying to defend indefensible behaviour.

Moderator note: Removed unfounded allegations.