UFO Broadband (York only)

[darthanian42]

@jameshin glad to hear you're back up and running now, sounds awful!  Given the cutoff date in the letter is only a few weeks away I imagine many others are in the same boat. I have a Virgin Media installation booked next week and have signed an 18-month contract so if - after 3 hours of phone calls - Sky then send me a letter saying "only kidding!" or fail to disconnect me and stop charging me as advised, and I have to spend another 3 hours trying to cancel a service 99% of Sky advisors insist doesn't exist I may lose my remaining marbles...

[ukpab]

for me it's too little too late - I've already arranged to switch to TalkTalk  - the new router arrived today - -my future Sky bill also reflects the fact that they have taken the service away. 

Not sure who this Sky guy is who says they are not cancelling - but I've had no contact from Sky other than the original letter stating the service was cancelled from 18th October. As soon as the fibre150 is installed I'll be contacting Sky to remove me from the UFO so I can upgrade back on to it with TalkTalk.

[darthanian42]

@jameshin what speed have the TalkTalk UFO team given you and how much is the tariff, if you don't mind me asking?

[jameshin]

I think if I hadn't have talked to Ashley I may have lost it completley.

I am [removed] as I emailed mysky for the attention of [sky staff exec] when the letter first came out to express the cluster they had unleashed on us all, depsite getting a 'we'll get back to you in 24 hours ... never recevied a response, guess that's what they think to their paying customers !

Talk Talk are charging me £36/month and I checked my speed at 950 up an down just now.

Moderator note: removed swearing.and calling out Sky staff by name

[jameshin]

I'm paying £36 and speed test is giving me 921 down and 897 up.

I re lied to this thread earlier but it may not have worked .... I mentioned that id written to the Sky executive in charge of customer service, I won't type her name in case it gets deleted, I sent it to the mysky email address on the day we all got the letters and got a we will respond to you in 24 hours !!! Safe to say I'm still waiting 2 weeks on, this really is poor and just shows what the company thinks of it's paying customers !

[Davidinyork]

Thank you @Mark-Br. If what you say is genuine, I would expect each and everyone one of us gets a direct contact from someone, an apology, maybe some compensation, but most of all some CONTACT details so in future we can communicate in a purposeful and efficient manner. This has been extremely stressful 

[Danny07]

I've had the same problem and I've been told that the letter got sent out in error and it will not be cancelled on the 18th October. Hope this helps you.

[GB+203]

This evening I received this email:- 

I had just had an electrician fit double socket for new installation of Broadband-still Sky,  guarantee of min 44mb. Now had to cancel Open reach engineer scheduled for next week. Crazy way to treat customers of over 14 years!

Monumental **bleep**-up, all we have received is a sorry! No financial assistance or offer of any additional help!

Your Sky Broadband & Talk services are not closing

Earlier in September, we sent you a letter informing you that your Sky Broadband & Talk would be ending in the near future. We want to assure you this is not the case and you shouldn’t have received that message. Your Sky Broadband and Talk will not be closing in October; both services will continue as normal.

You don’t need to do anything; your services, contract and bill are unaffected. We’re sorry about any confusion this may have caused. If you would like to discuss this further you can call us on 03442 414141.

At Sky we strive to provide our customers with the best products and services. We’ll keep you up to date with any changes that are relevant to you.

Thanks.

Your Sky Team

[jameshin]

Sky aren't in it for the long term, I think tgg hi Roy are just waiting until others enter the market as anticipated and then they'll skulk off again.Tgry can't even be bothered to reply to my letter after almost 3 weeks, sole customer service, anyone would think they were a private company 😉

[darthanian42]

I got the same - but my Virgin installation is tomorrow, it's all too little too late.

Now I even have to ring Sky to get them to cancel the sodding thing...what are the odds that won't be pain-free either?

[ukpab]

I also got the email yesterday -TalkTalk engineer is coming today so I'll also be calling Sky later today to cancel immediately. I don't much feel like the Diamond VIP they say I am...

[joofridley]

@Mark-Br  - I have also recieved an email to this effect, but like many others are in the process of arranging an alternative (standard fibre by yourselves, scheduled for acitvatiojn next week) -and indeed why wouldnt I when i had a letter saying my existing service would be terminated on 18th October. That in itself has been a dismally poor process, with no one on sky customer services knowing what UFO is - and a claim that my telephone number couldnt be transferred to my new service - despite already being provided by Sky! Two promises of a call from the UFO team 'within 72 hours', - and nothing.

I am now torn between continuing with the transfer to standard fibre - a techniaclly inferior product, and losing the phone number Ive had for 20 years - or sticking with UFO and cancelling my brand new service.

My question is, going forward, will the UFO service move to having proper support and recognition within Sky ? or will it continue to be unsupported. In the event of a failure i cannot afford to wait for three days for a call back that never happens.

[ukpab]

I wouldn't hold your breath for any replies:

I had this automated reply 21 days ago - - then nothing...

[darthanian42]

"will the UFO service move to having proper support and recognition within Sky ?"

--I think you already know the answer to this 💩

I rang the number on the apology email and they had no idea what I was talking about.   I'm now waiting for someone from the "UFO team" to call me back.

All I'm trying to do is to get them to confirm they are going to stop billing me...

[joofridley]

yes, i suspect i know the answer! My intention is to try out the 'standard' fibre service as I've ordered it, and if its decent i will stick with that and cancel the UFO. if i dont like it, i will keep it for 30 day cooling off period while i transfer to talk talk ufo

i tried messaging the sky help team twitter account - they have replied with this, which is interesting.