Disgusting customer service

[Charlotteali]

Anyone else had years of issues with sky? Last straw today. Broadband engineer was supposed to come and we got a tv engineer instead. After being told by an apparent top tech that he was going to send an engineer that could deal with all our problems, the engineer new nothing about our issues and did not know what he was there to do. Fed up with lip service, inflexibility and no one actually listening. Had to take a day off work and lost a days pay. Other than cancelling the contract has anyone had any luck with legal action or compensation from sky? Does anyone know anyone at sky that will actually listen? 

[Aurynfire]

I have had one or two problems in 11 years sure but thats mostly been due to misunderstandings.  Overall I'd say my opinion of Sky CS is actually pretty good and trust me you don't want to have to deal with BT CS because they are truly awful

If you need a broadband engineer then when you call Sky make sure to ask for an openreach engineer to come out, they will need to run line tests and detect a problem to be able to book the appointment however, thought I would let you know that as a heads up

[jamesn123]

@Charlotteali 

The legal action question would depend on what exactly your issue is. If its an actual problem with the broadband service to the home then you may have grounds for complaint against Sky. However if its just a local WiFi issue then it may not be viable. 

[Chrisee]

@Charlotteali the proper process is to complain to Sky using their formal complaints system which if you cannot get a satisfactory response you can go to CISAS who are an Alternative Dispute Resolution service recognised by Ofcom. You cannot go to CISAS until you have a deadlock letter from Sky or 8 weeks have passed from your formal complaint.Before you ask Ofcom do not handle consumer complaints.

The decision by the adjudicator is not legally bunding but it is highly unlikely a court would over rule them. Handle this in writing if you even suspect you might want to take subsequent legal action.

If you go to court without following that process there is a risk the court would simply throw out your claim. 

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/#make-a-complaint-contact...