unable to cancel

[Mark39]

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@Alex+MacDonald wrote:

 I will be cancelling everything I have with Sky now which is TV Q box and four Sky mini boxes, two other mobiles and fibre broadband. That's provided I can actually get to speak to a human being and they've not just sacked everyone and replaced with AI. Bye bye Sky = happy life!

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Not an over-reaction at all, obviously. Just call later....

[whitebeard]

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@Daniel0210 wrote:

@whitebeard 

I haven't cancelled so don't know what the email contains but I'd have thought it would start with something like "We're sorry to see you go…" or similar. What you've described sound sufficient in my opinion. 

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I haven't received any email, that's what I'm saying.

[Acdeag2]

I think to call Sky's help AI is an insult to intelleligence, it is Artifical alright but not intelligent.

[MarkGoldsmith]

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@whitebeard wrote:

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@Daniel0210 wrote:

@whitebeard 

I haven't cancelled so don't know what the email contains but I'd have thought it would start with something like "We're sorry to see you go…" or similar. What you've described sound sufficient in my opinion. 

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I haven't received any email, that's what I'm saying.

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@whitebeard its also possible it wasn't sent as a email and for some reason they just posted the Document in the Message Center of your My Sky account. So its worth checking there are well. www.sky.com/mymessages 

Personally not receiving an email or any sort of written confirmation of the cancellation, would make me think they hadn't processed the request. At least with written confirmation if they screw something up you have clear indication of the communications and confirmation from Sky.

[Daniel0210]

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@whitebeard wrote
They gave me an end date and told me I would have to send the box back within x days of the end date, but I've heard nothing from them since, and now can't contact them.

@whitebeard 

Apologies, I took that to have come in an email. Give them a call to confirm. The lines should be back open now.

[MarkGoldsmith]

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@Acdeag2 wrote:

I think to call Sky's help AI is an insult to intelleligence, it is Artifical alright but not intelligent.

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@Acdeag2 its designed to point you towards Skys online documentaton for issues that are self-service fixes that you can do yourself. The bot on their website certainly isn't currently designed to fully replace customer services agents as there are plenty of things that can't be self serviced that only a Sky agent can perform. 

[whitebeard]

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@Daniel0210 wrote:

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@whitebeard wrote
They gave me an end date and told me I would have to send the box back within x days of the end date, but I've heard nothing from them since, and now can't contact them.

@whitebeard 

Apologies, I took that to have come in an email. Give them a call to confirm. The lines should be back open now.

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Thanks, I finally managed to speak to a very nice Scottish lady in cancellations. Hopefully all sorted. If only the "values" team were as half as good as the cancellations team!

[KR62]

Trying to cancel our Broadband and Talk package, so far we've had 3 disconnection dates but are still connected... appalling customer service 

[Daniel0210]

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@KR62 wrote:

Trying to cancel our Broadband and Talk package, so far we've had 3 disconnection dates but are still connected... appalling customer service 

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@KR62 
To cancel Sky Broadband and Sky Talk totally, or if you’re moving to a provider like Virgin Media or City Fibre etc who don’t use the Openreach set up, you'll have to contact Sky and give the required notice of 14 days, but if you are still in the initial 18 months deal Sky could impose cancellation charges. This link may help https://www.sky.com/help/articles/cancel-sky-broadband

If you are changing to another provider who also uses the Openreach infrastructure then join up with them and they should contact Sky on your behalf.

Return packaging will be sent out to you near the end of the notice period. Remember to keep any proof of posting indefinitely.

[caesarome]

@KR62 

When you last spoke to Sky did they say why there was a delay in doing this ?

[KR62]

We're out of contract with Sky , and have phoned them 3 times to cancel completely,  they blamed Open reach initially ( who had been doing works in our area resulting in our landline not working for 2 weeks), then blamed one of their agents for not cancelling,  and then one of their departments was blamed! The whole thing is a complete shambles!