Disgusting Customer Service

[TMBTega]

My account became restricted and the automated service told me across 4 different numbers that I have to pay BEFORE I can talk to an agent. Absolutely disgusting, couldn't even call to set up a payment plan. Once I had paid I could actually get through to someone, only to be told that my issue was incorrect and I hadn't actually faced that issue. I can not in good faith recommend anyone to get sky broadband.

This is not to mention that they initial setup took almost half a year to get set up. 

I'm disgusted, disappointed and very irritated.

[TimmyBGood]

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@TMBTega wrote:

 the automated service told me across 4 different numbers that I have to pay BEFORE I can talk to an agent. Absolutely disgusting, couldn't even call to set up a payment plan. 

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That's correct: Sky insists on payment and doesn't offer plans.

[Daniel0210]

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@TMBTega wrote:

My account became restricted and the automated service told me across 4 different numbers that I have to pay BEFORE I can talk to an agent. Absolutely disgusting, couldn't even call to set up a payment plan. 

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@TMBTega 

That's completely correct. Once your services are restricted Sky won’t reinstate them until you’ve paid what they believe you owe (regardless of any individual circumstances) and you’ve also set up a new continuous payment method. Until you’ve done this any calls to Sky will only prompt you to make a full payment.

If your payment is two or more weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears). If this is part of a credit agreement purchase (mobile or Sky Glass for example) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment .

Restrictions of services are automatic and are only applied due to a missed payment/s. Skys agents can’t override the process even if you’re told otherwise. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

You should have been able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

[Sharcuk]

@TMBTega  Why do you consider a service provider to be disgusting simply because they expect you to pay what you contractually owe before you can use the service?

[TMBTega]

Because you are unable to call to pay, or cancel or set up a payment plan. Any unique needs or methods of payment aren't supported, if there are any unexpected fees, you can't ask about them, you just have to pay them first. This isn't about being expected to pay, it's about being hit with a paywall to get customer service for something I have been paying for.

[Daniel0210]

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@TMBTega wrote:

Because you are unable to call to pay, or cancel or set up a payment plan.

Correct, as explained in post 3 above. 

Any unique needs or methods of payment aren't supported, if there are any unexpected fees, you can't ask about them, you just have to pay them first.

Also correct as explained.

This isn't about being expected to pay, it's about being hit with a paywall to get customer service for something I have been paying for.

Sky have their processes once services are restricted due to you not making the payments that you agreed to make.

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[daveNOS]

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@TMBTega wrote:

Because you are unable to call to pay, or cancel or set up a payment plan. Any unique needs or methods of payment aren't supported, if there are any unexpected fees, you can't ask about them, you just have to pay them first. This isn't about being expected to pay, it's about being hit with a paywall to get customer service for something I have been paying for.

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@TMBTega While i agree that you should be able to speak to customer service when your service is restricted it would ultimately be pointless, they wouldn't be able to action a cancellation request while your account is in arrears and payment plans are not available on open/active accounts, all they would do is request payment in full including any late payment fees.

[Sharcuk]

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@TMBTega wrote:

 This isn't about being expected to pay, it's about being hit with a paywall to get customer service for something I have been paying for.

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or clearly haven't been paying for, or your  service wouldn't have been restricted!

[TMBTega]

I've been paying for the last 2 years, I don't appreciate the picture you're trying to paint. It would appear that you have never lost a job or had to struggle for money in your life. If that's the case I'm happy for you but life doesn't go as smoothly for everyone else.

In reply to the previous person, I understand that it may not be helpful but it feels quite hostile. Almost like the culture is 'Shut up and gives your money', instead of being here to help. I don't think that's a good customer service atmosphere.

[Daniel0210]

@TMBTega 

The process once your services are restricted are the same for all customers. Sorry to here about the job situation but your personal / employment circumstances don't come into it. Sky will not speak to you until you've paid them what you owe them. 

Just to add in case you don't realise… we are customers and this is a customer ➡️ customer discussion forum where we try to help other Sky customers. I’m afraid you aren’t communicating with Sky by posting on here.

[TMBTega]

I'm not complaining about my job situation, I'm complaining about the paywall to talk to staff. Even if they are unexpected charges or an account that has been opened in your name without your knowledge, you are unable to call for any reason.

I don't want to see another person saying 'Correct! That's the policy' because that only shows that policy is poor service. It also suggests that these may be autonomous replies as they lack any understanding of what I'm actually saying.

[TMBTega]

I'm also aware I'm not talking to sky as there is a massive badge on everyone's posts saying that they're not sky. I'm posting on the customer forum so potential customers can see that sky cares more about their money than actually providing them a service in which they feel cared for. I believe it used to be called customer care.

[Daniel0210 · Accepted solution]

@TMBTega 

I understand fully that due to financial issues you haven't paid your Sky bill and they've restricted your services.

Due to that, as has been explained a couple of times, any calls will only prompt you to pay what you owe. They will not speak to you. I'm not sure what else we can say to help you. There's no getting round the automated process. 

[TMBTega]

That is all, I've paid, reinstated my services and cancelled my subscription. I've come here to say how tiresome that was and to say that I can't recommend sky to people.

This is also not to mention that when I did settle the balance and regain contact with agents, their first priority was to tell me that actually hadn't experienced not being allowed to talk an agent. An experience you have now confirmed.

[JimM1]

@TMBTega Hope your not going to be needing home Broadband now you have cancelled with sky?