Sorting out issues via call centre

[Crystal+55]

I have been looking to change from Sky to make cost savings. Spent a hour or so texting only the cancellation call centre did get a reasonable deal eventually but had to contact their billing team about a couple of issues on services. This took me an hour and I'm not sure, whether even then, the issues were sorted. I asked for them to confirm what they have done to resolve these issues in writing to date haven't received anything? Then someone else came on the phone and offered me a better deal than the cancellation dept. I asked for this to be confirmed in writing- still nothing.... During this hour I spoke to five different people, every time I had to reconfirm my details!!

Two hours spent on the phone nothing really resolved even then!

This is rediculous! Why can't one person take control of the whole situation and just call me back with a final resolution. It's very bad for Sky as I'm leaning very much towards leaving after many years with Sky?!

[Daniel0210 · Accepted solution]

@Crystal+55 

If your discounted minimum term has ended or its ending soon the best new discounts are still normally acquired by contacting Sky and negotiating or potentially amending your package which will require a new 24 month minimum term contract. The onus is on the customer to initiate contact and Sky won't normally call you back. 

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.

[Mark39]

@Crystal+55 I'm fairly sure Sky advisers physically aren't able to write custom emails or letters. In the main, standard emails are system generated and sent automatically for pre-determined pjrposes,

[Crystal+55]

The call centre have now for some reason upgraded ny Netflix free account with a premium one! Is there anyway I can downgrade it back to standard without going through the dreadful call centre?

[caesarome]

You are going to have to speak to them again about this as there is no option to do it online.