Lost in communication

[SkyMeMaybe]

Has anyone else won the "Surprise! Your broadband has been disconnected" lottery? 😅 I'm just curious whether anyone was actually contacted by Sky or BT Openreach before their broadband was cut off. Mine was disconnected with absolutely no warning, and now I've been told I have to wait 20 days for an engineer to install full fibre! Meanwhile, I've noticed new customers seem to be getting installation appointments within a week. Is this normal?!? or have I just had incredibly bad luck? I'd genuinely like to know if anyone else experienced the same thing or if they actually received some notice before being disconnected.

[Brill+Gill]

Hi @SkyMeMaybe, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[SkyMeMaybe]

Hi Brill+Gill, Thank you for your reply. I have already sent a message through the Chat bubble but, unfortunately, I haven't received a response. I'm also very unhappy with the response to my formal complaint. While it was apologetic in tone, it completely failed to answer my main question: who was actually responsible for notifying me that my broadband was going to be disconnected? That question has still not been answered. On top of that, Sky now appears to be trying to back out of both the automatic compensation that should apply and the compensation that several Sky telephone advisers assured me I would receive. I've spoken to multiple advisers throughout this process and have been given conflicting information each time, which has made an already frustrating situation much worse. As things currently stand, I have cancelled my Direct Debit and I will not be making any further payments until this matter has been properly investigated and resolved. I simply don't think it's reasonable to expect me to continue paying while my complaint remains unresolved and the issues I've raised have not been addressed. I would appreciate a clear response to the outstanding questions rather than another generic apology. Thank you.

[Daniel0210]

@SkyMeMaybe 

You need to be chatting on the Escalation chat if it's still open but

Frustrating as it sounds cancelling your payment method is definitely not a good idea and it will cause you lots of additional problems.

You won't be able to call Sky, the account can't be cancelled, late payment fees will be added monthly, you can't receive and of the refunds you're seeking and then Sky will involve a debt recovery company which will affect your credit rating.

I can only suggest you reset the payment method asap.

[Me134]

@SkyMeMaybe To add to Daniels post above, the chat as it explains is not an instant reply service, the last time I used it, it was the next day before I got a reply but then I'd used it previously so knew what to expect.

Cancelling the DD really was the wrong move.

[SkyMeMaybe]

I completely appreciate that the chat isn't an instant reply service, and I was aware of that before contacting them. However, when you're specifically told that your issue has been escalated, I think it's reasonable to expect that it will be reviewed as a matter of urgency. I also think it would help if Sky made it clearer that, even for escalated cases, you may not receive a response on the same day. That would help manage customers' expectations and avoid unnecessary frustration, particularly when they're dealing with an urgent issue.