Data quality of my account status

[Deeetz]

I have no recourse to send my query to anyone so I will post it here. I have serious concerns about the quality and integrity of my customer account information.

Firstly I was called by someone to upsell my broadband before my broadband had even been installed 

Then today I received an email saying I was eligible for a gift and that I only needed to log into the app to claim it. I log into the app and see a note that says I'm not eligible for a gift.

Does anyone at Sky have an accurate and consistent view of my account status? What policies are in place (and failing) to maintain an accurate and consistent view of my account status?

[caesarome]

@Deeetz 

This is a customer support forum so you are not talking to Sky.

I can't coment on the phone call but if it was from Sky they should have asked you for a telephone password.

It might be that you only qualify for the free VIP gift once your broadnadn has been installed and activated so has this happened yet ?

[TimmyBGood]

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@Deeetz wrote:

Does anyone at Sky have an accurate and consistent view of my account status? What policies are in place (and failing) to maintain an accurate and consistent view of my account status?

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Sky UK has somewhere between 15 and 20 million active subscriptions and cumulatively many tens of millions of legacy accounts going back nearly four decades.  With that kind of scale and complexity, errors and omissions are somewhat inevitable, and sometimes different departments aren't necessarily working together in perfect harmony.

What you describe sounds like glitches in an onboarding process: again the scale of operations means customer churn runs at tens of thousands every week and timings can be an issue: as @caesarome indicates, 'gifts' typically apply once a service is active.

[Mr+Slant]

"I can't coment on the phone call but if it was from Sky they should have asked you for a telephone password."

When you call Sky they only ask for the last 3 or 4 digits of the bank account which pays for the Sky services these days. No telephone password on recent(ish) accounts* from what I can make out.

*this account was created in 2022

[Chrisee]

Cannot coment on uour experience @Mr+Slant but my accounts have a telephone password which I am asked for when I call even though Incall from the phonecregistered to my account.

Using the bank account details was a fallback where the customer had forgotten the password.

[Mr+Slant]

That's what I thought as well - and I think was true on the services subbed to by "Mr Slant" from 2010-2020, but the new property/account (2022) has never had a telephone password and doesn't appear to have an option to create one.

I thought it was a tad odd at the time but on the one occasion I had to call up I was told they don't use them "now". Presumably as hardly anyone remembers them - unless they're reusing online/phone passwords which is a pretty bad idea.

[Deb3000]

Their whole data management policy seems questionable to me (and I speak as a retired systems administrator).

I’ve just discovered two accounts from nearly ten years ago were never close properly when I and a relative left.  Said relative has even passed away a number of years ago but I can still access my account/email and her account/email.  Speaking as a system admin, how the hell does an account stand inactive for ten years and not get removed?