Extremely unethical behaviour by Call Centre

[Nitin2]

Hello 

I have been with Sky for over 12 years for TV services. In the last 3 weeks, i had also requested broadband (BB) services - 500 MB/s .  The BB services doesnt even reach the 1st bedroom.. They had promised 20Mb/s in everyone room... In some rooms, oi i dont even get any signal... I was told that they will send me  Max Hub to help resolve the issue..   Th technical team informed me that they only guarantee 2mb/s.. So there is inconsistency in the info - depending on whom you speak...

I find that they have begun to charging me £8 per month without my approval.  The Max Hub was meant  help me resolve the signal issue.  We as a family are surffering mental health issues...  they know about it and yet they are creating issues through lies and unethical behaviour...  Why would they do that? 

So, i asked for a call back and i am still waiting for a call... , So, I have raised a complaint - but what are they going to do?... 

It beggars believe that  OfCom doesn tdo anything to get them to behave honestly..  

[TimmyBGood]

@Nitin2 

The confusion would be that the Max Hub hardware and the WiFi Max subscription supplement are not the same thing.  To get the Enhanced Wall to Wall WiFi Guarantee which provides booster loan if the specified minimum wireless speed isn't achieved has an additional monthly cost.

[TimmyBGood]

@Nitin2 

Sky loans wireless booster hardware free under the terms of the 'WiFi Guarantee' element of the legacy 'Broadband Boost' add-on and the 'Enhanced Wall to Wall WiFi Guarantee' part of the 'WiFi Max' subscription supplement: they don't otherwise provide or sell boosters except to resolve issues with Sky Q. Phoning Sky to go through a telephone diagnosis is required to have a booster or pod allocated to the account. Inevitably some  Sky booster hardware has leaked onto a certain auction site and elsewhere online, but Sky won't offer support with using these. 

Confusingly the default 'Wall to Wall WiFi Guarantee' bundled with all new Sky Broadband orders where Boost or Max is not added by the customer doesn't actually provide booster hardware, and is essentially a sales lead generator for the supplements mentioned above plus a one month broadband subscription refund.

[TimmyBGood]

@Nitin2 

For a 500Mbs FTTP service, the 'guaranteed' wireless speeds is 25Mbs if the WiFi Max supplement is in place (with booster hardware being claimable), and 3Mbs otherwise (but with no option to claim boosters)