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Opening times not on website with numbers

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Boom Operator
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Opening times not on website with numbers

Yesterday i tried to cancel my Sky, was put through to the cancellation team and on hold for ages so left it.

Last night at about 11pm i decided to go on the website and cancel, could not find the option in the My Sky but found a phone number to call to apparently cancel, called this at the 13.1p connection/ 5.1p a minue Sky call charge, went through various menus only to be told they were closed. This was over 2 minutes after i had connected the call and cost me money, a call Sky are earning from.

YOU SHOULD HAVE THE OPENING TIMES ON YOUR WEBSITE WHERE THE PHONE NUMBER IS, HAVING SPOKEN TO OFFCOM THEY ASSURE ME THIS SHOULD BE ON THERE AS THE CALL IS NOT A NORMAL RATE CALL.

 

Someone please update the website with this info and stop charging people for usless calls.

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Staff
Posts: 4,860
Post 2 of 4
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Re: Opening times not on website with numbers

Good Evening MarksWard.

 

We do have departments that are open 24/7. however, I have checked with one of my colleagues and have been advised the departments that deal with cancellations and downgrade are open 08:30-23:00 seven days a week. 

 

I will pass on  your feedback about the opening hours not been on the website beside the phone number. 

 

Kind Regards

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Staff
Posts: 4,860
Post 2 of 4
43,063 Views

Re: Opening times not on website with numbers

Good Evening MarksWard.

 

We do have departments that are open 24/7. however, I have checked with one of my colleagues and have been advised the departments that deal with cancellations and downgrade are open 08:30-23:00 seven days a week. 

 

I will pass on  your feedback about the opening hours not been on the website beside the phone number. 

 

Kind Regards

New Viewer
Posts: 1
Post 3 of 4
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Re: Opening times not on website with numbers

Hiya Laineys,

I thinks can you list us what departments are 24/7 and which ones are open until only 23.00.
I agree with Mark that your telephone system should be clear as soon as the call is connected which departments are still open especially if its late in the eve it's simple just a brief recorded message would be adequate then Sky wouldn't be making a pot of money from people who get connected who are being asked to push several numbers only to be told the department is closed and costing the customer 20p for nothing. IT'S WRONG
Thanks

Kerry p
Retired Staff Member
Posts: 651
Post 4 of 4
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Re: Opening times not on website with numbers

Hi Kap72,

 

Department opening and closing times may vary. Our technical support teams for TV, Sky Talk and Broadband are available 24/7. The majority of other departments are available until 11pm 7 days a week. There are other departments which may only be available until 6pm however these are specialist teams and anyone dealing with them would be advised on opening hours. If you need assistance and you can't get in touch over the phone the online community and staff are always happy to help.

 

Cheers,

 

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