SOmeone else has cancelled my broadband account and now I am leaving

[Cleonica]

I can not express just how annoyed and let down I feel with Sky. this all started a few weeks ago when received a sorry your leaving email. Eh? No I'm not, so I called up and spoke to the customer agent who advised me that this sometimes happens (been a sky customer for 19yrs first time this has happened to me but OK if you say so) and he woffled on about how they would contact the new provider and get it sorted. No such luck though as a few days later I got a letter in the post advising that they weren't able to resolve the matter and that I will indeed be leaving and that they will be happy to welcome me back. No information on how this would affect me, my service,  my broadband contract, will I need to pay the cancellation fee, what about my 19+years of custoemr loyalty, seeing as this is not my doing what compensation I would receive no mention of anything at all just the typical generic sorry your leaving us letter.

Now this for me is 100% unacceptable as I did not ask to leave, I had actually just got myself where I wanted to be with these services and am in contract for a few years. So yes, this leave should officially come with me paying the reminder of my phone and broadband contract but seeingn as I did not make this request you wouold think someone from Sky woudl cpontact me to discuss exactly how this scam of a cancellation of my services will affect me. 

So I thought I would send an email expressingmy dismay and disappointment but the only email address I can find is help@skycustomer which I quickly found out is unmanned. Why have an email address for the sake of having an email address?? Honestly, I am at the end of my rope with this already particulary as it was not my doing, I could end up without broadband which would in turn leave me unable to work and I feel as though I have been left to tidy up a mess I did not create. 

Also, I feel that if I just go and join back to Sky this will start a back and forth with whoever cancelled my contract in the first place.

I know I can call them but having already tried which left me with unforefilled promises I would prefer to email them and not the darn chatbot thing which again would not be able to assist with this unique sistuation I am in. 

I feel as though my pnly option is to call, however calling will just take me to a regular customer service agent and this I do feel is above their pay grade as I basically want my service restore and whoever managed to cancel my contract not able to do so ever again. 

Any suggestions?

[GD1]

@Cleonica  You can raise a complaint using the correct steps here https://www.sky.com/help/articles/how-to-make-a-complaint

[Li19]

I've had the same email today, and when I've logged into the Sky (seemingly official) website, it says my contract has another year and a half on it when I check my account (I renewed in May), but the chat assistant wants my full name, to know if I am the account holder, and the first line of my address and post code to access my account to tell me why this issue is occurring, although they have said it is 'not a scam mail'. I'm now worried that the chat agent I am online with is illegitimate, as they're asking for sensitive information. One assistant could get in with just my first and last name and knowing if I'm the account holder, but the other needs my address ? They say it's because they're from different departments, but if they're from the same company, why would they need different information ?  Then they came back and said the first assistant didn't have access to my account, even though the first assistant had said they did, that they'd 'checked my account', and when I initially asked the second assistant, they blamed it on being from different departments. Apparently there is a scam like this going around. The early exit fee they've quoted me is £612.50, when I never asked to leave or contacted another provider to begin with. It smells like a scam, but all the addresses look real. They won't even tell me who told them I was leaving, they say they need access to my account. But they didn't need it to email me to tell me I was leaving ? It stinks like a scam, but I can't seem to find the real website if this is a scam.

[Daniel0210]

@Li19 

So contact Sky via the correct methods. The agent should ask you for your telephone password to verify you're the account holder.

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note 🔹If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

[JimM1]

@Li19 And another link if you need it, call us to see the number!

https://www.sky.com/help/page/broadband-digital-hub