Falsely sold

[Kers]

Just joined sky and was told if I had wifi dead spots like with BT they would supply a similar device (like the BT halo) for free once I had set it up. Told today it would be £7.99 a month. Then offered 49p off ?!? Pathetic customer service and misleading customers 

[Chrisee]

@Kers if you were given incorrect information complain to Sky as they can listen to the recording of the call.

Assume they are offering you the new Wifi Max which normally costs £10 a month. If you currently pay for Broadband Boost at £6 per month which also offers a booster that is replaced by the new package.

[Kers]

That's the offer but the lack of actual apology or care is the issue. Almost like they are used to the complaint? Must be rolling out the same sales speech to customer everyday. 49p reduction from £7.99 is a joke 

[TimmyBGood]

---

@Kers wrote:

Just joined sky and was told if I had wifi dead spots like with BT they would supply a similar device (like the BT halo) for free once I had set it up. Told today it would be £7.99 a month.

---

Worth noting that BT charge a considerable premium for 'Halo' in order to offer 'free' Whole Home WiFi disks .

Their current 'Whole Home' add-on is £12 a month

[Kers]

Not massively relevant to my situation. But I assume working for Sky you're encouraged to post like this

[TimmyBGood]

@Kers 

I don't work for Sky: I'm indicating that the ISP market regards 'better' WiFi coverage, and particularly loan of 'booster' units, as a chargeable extra.

[Kers]

The issue is, I was offered it for free when signing up. 

[GD1]

@Kers  Given the indicator below attached to our posts i'm at a loss as to how you came to the conclusion they work for Sky?

[TimmyBGood]

---

@Kers wrote:

The issue is, I was offered it for free when signing up. 

---

Then as @Chrisee indicates you'll need to challenge the billing.  We're saying that it would be very unusual for 'Broadband Boost' or 'WiFi Max' to be without cost (particularly for a whole minimum term) because charging for them is part of the Sky Broadband business model, as is the case with similar products from other ISPs

I imagine it's possible that, for example, an advisor was trying to indicate that loan of booster hardware was 'free' once the Broadband Boost or WiFi Max supplement was added to the monthly subscription.

[jamesn123]

@Kers 

When you were offered it for 'free' the agent was probably saying that you would be provided with a free booster as part of the broadband boost addon package. However if you did not end up taking that package or it was missed off your order then you wouldnt be entitled to a booster until you subscribed to the boost package. 

[Kers]

I was told if I needed a the sky equivalent of halo I would be sent one free once I'd set up the broadband etc. Very clear 

[TimmyBGood]

---

@Kers wrote:

I would be sent one free once I'd set up the broadband

---

And that's correct, if the required subscription supplement is in place.

[Chrisee]

@Kers Ss I posted before raise a formal complaint giving the date of the call Sky record all calls and can listen to exactly what was said. If you disagree with what Sky's answer to your complaint it can go to an independent arbiter.See How to make a Sky complaint | Sky Help | Sky.com

However what is not in doubt is Sky customers dont get boosters unless they buy the add on packages. The agent either made a mistake which is possible they are humans or there was a misunderstanding. 

[Kers]

I agree people make mistakes and I said that's likely what's happened, but said his mistake shouldn't cost me £7.99 per month. I'm will to pay just not that amount or the 49p reduction. 
£5 I'd have been happy to get onboard, plus the fact they didn't even really care, just told me to cancel if I didn't want the 49p reduction. 

[Chrisee]

@Kers then complain we are customers like yourself so can't help you any more than we have already.