Hi,
I am a long term Virgin Media customer due to only having ADSL2+ (no VDSL) in my street up until now (and yes I know they suck). Recently my street was upgraded from ADSL2+ to FTTP and we skipped an entire generation of FTTC internet. My Virgin renewal was due end of October so I signed up to Sky on 26th September for TV and broadband and gave Virgin 30 days notice for cancellation.
Openreach engineer booked for 21st October to perform FTTP installation.
My Sky Stream Pucks were meant to be delivered on 28th September but the Royal Mail tracking did not update, it seems the item was either lost or damaged in the Midlands Sorting Centre and it never made it to my town. On 29th September the item was marked "Returned to Sender" by Royal Mail, I had not instructed this.
I called Sky on 29th to try and work out what was going on and get the equipment resent. I was told that they could not resend the equipment until the previous set had been returned to them and to call back.
Today I called Sky (5th October) to be told that the equipment couldn't be resent and that I would need to cancel and sign up again. I was then past around about 6 different call centre agents who I had to repeat the entire story to and nobody passed me to anyone who could help. I decided to hang up and call back and just cancel as I am in the cooling off period.
Rang back and asked the IVR to put me through to cancellations. Explained the situation again and the agent said that she'd check to see if there was any remediation that could be completed and just ship me the Sky TV Pucks. She told me that their system doesn't allow that and that I'd need to cancel and re-order. So I asked her to proceed with the cancellation and I'd just renegotiate with my existing provider as the service received was poor. She then told me that the system wouldn't let her cancel my Sky account!!! Anyway, I was told to wait 48 hours and try again. Absolutely rediculous.
I suspect may Sky are trying to get this to go beyond the 14 day cooling off period for the contract. Quite honestly I am quite annoyed and I never want to deal with the company again. Any tips and advice to actually get his properly cancelled so I can move on and forget about this entire experience?
