Sky unable to install - started billing for last month and a half.

[bdavbdav]

Was meant to have Sky installed 1st July, however they were unable to install on the day and asked we made some changes to allow them to install the dish. No problem, rescheduled for a weeks time.

I note they've now charged for the last month, and the prorated portion too, however haven't installed anything yet and list it as a payment towards July. CS seem to not have much of an idea why, but suggest its because there are already services that have been reactivated (we had Sky about 4 years ago, at another address), and so the billing is correct.

Is this normal practice? How do I speak to someone that is willing to fix this, as the current reps I've spoke to seem to hit push back then transfer me to another rep of the same level, who seem unable to help also.

[caesarome]

Normal.practiceis that Sky will not start charging until the viewing card is activated. As they have started already when your box is installed call them again and they will add a credit to your account that equals these days you have been billed. This credit will then be used to part pay a future bill.

[bdavbdav]

Yeah thats what I understand to be the process, however getting ahold of someone who understands this in first line CS seems to be a bit of a problem. They seem to keep transferring me, at 10minutes hold per transfer. 

[TechmanagerMal]

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@bdavbdav wrote:

Was meant to have Sky installed 1st July, however they were unable to install on the day and asked we made some changes to allow them to install the dish. No problem, rescheduled for a weeks time.

I note they've now charged for the last month, and the prorated portion too, however haven't installed anything yet and list it as a payment towards July. CS seem to not have much of an idea why, but suggest its because there are already services that have been reactivated (we had Sky about 4 years ago, at another address), and so the billing is correct.

Is this normal practice? How do I speak to someone that is willing to fix this, as the current reps I've spoke to seem to hit push back then transfer me to another rep of the same level, who seem unable to help also.

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• I would mention it to the engineer on your install date as he can confirm to Sky that you have not used the system previously.

[caesarome]

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@bdavbdav wrote:

Yeah thats what I understand to be the process, however getting ahold of someone who understands this in first line CS seems to be a bit of a problem. 

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It isn't worth doing anything until next week when your box is installed.

[Lisa-P1987]

Hi there @bdavbdav , I will escalate this to our community chat for you. Please look out for an email or blue chat bubble. We look forward to speaking to you.