Sky call centre

[Wolfen1979]

I have recieved the WORST call centre experience from Sky  In 15 years!! 
I originally called to change my Sky tv package as we are spending a fortune. When I usually do this I speak to very polite and extremely helpful Scottish reps, who cannot do enough to lower bills and keep us as valued Sky customers.

sadly this time wasn't the case. I called and was transferred to their new call centre in Mumbai. I explained to the rep what I wanted changed and the man was very pushy and wouldn't take no for an answer. I repeatedly kept telling him I didn't want to have Sky sports as a trial but he repeatedly said it was going on as it's a free trial. He changed my broadband without my consent. 
I called back the next day when I received an email to schedule a Sky call out to change my WiFi.

the next rep told me that the previous rep  had put these extras on my account even though I repeatedly said no.

Cut to the broadband call out happening, speaking to the engineer and they explain this is constantly happening now they have changed the call centre. I also saw my bill was higher than it ever had been and everything was charged twice. The engineer explained that it looked suss and to call the call centre again.

i did so and explained my concerns. The man wasn't understanding my predicament so i asked to speak to the manager as i was becoming very frustrated that they weren't understanding my issues. He then began shouting at me and screaming down the phone that he was trying to help and why did i feel the need to ask for a manager. He wasn't listening to why I wanted this and I kept screaming at me down the phone. I was very upset and the manager was more helpful, I am now tempted to cancel Sky altogether.

has anyone else had any issues with the new call centre?

[saintmichael22]

The call centres in India are horrible...The problem is maybe other internet providers also use it.

[Daniel0210]

@Wolfen1979 

You may wish to consider making a complaint. This link explains the methods of doing so

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

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

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

[pjni]

I had a problem with Sky Stream puck reseting and it wouldn't let me go to the activate page on the website after I'd logged in.

The support on the website is really poor - it's like they're trying to hide any contact details to talk to anyone.

So, finally got through to a chat window - the person said they'd fixed the problem and offered me temporary trial packages.  I told them I didn't want them and just wanted the problem fixed.  They said it would be fixed in 24 hours.

Did they fix anything - nope.  Same problem and they still added the packages - that really annoyed me.

2 weeks later after multiple calls to their contact centre I've cancelled Sky because they couldn't fix it.

Sky is very expensive compared to other providers so I would expect a premium support service and not this.   Cutting costs leads to losing customers, rinse and repeat over years and Sky won't exist in the future.

[Daniel0210]

@pjni 
In the future these are the current methods available for contacting Sky. Depending on the reason for making contact some will be more appropriate than others.

🟢📞 Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you’re a Sky Broadband customer. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

[If your Sky services are restricted due to a missed payment, calling will only result in a request to pay].

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟢online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟢Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟢Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

♦️Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed over a weekend.