Shocking customer service after 26 years of loyalty

[RMUMBLADE]

I tried on Monday this week to upgrade my super fast broadband to fibre gigafast however after three different people tried placing an order all different prices failed .

they say it's a technical error and raised as ticket then had to wait for someone to approve it ???

3 days later no further forward and despite numerous calls no urgency so I decided to reluctantly move my broadband to BT .

then all of a sudden movement starts happening people start calling me etc and then told I owe them over 265 termination charges because someone installed to on Monday re contracted my broadband without my consent.

then yesterday an agent told me the ticket had been resolved and he needed me to cancel the BT switch so he could place the order ?? I didn't believe him so called back the UK customer services who confirmed the ticket hadn't been resolved and if I did that I still wouldn't be any further forward.

so I called again to complain but it seems no one cares that agents are lying to customers and no one cares about customer retention even after 26 years of having everything with sky including glass and many mobiles .

to top it all due to skys error creating two accounts at the same address some years ago I have never been able to have full functionality of the My sky app due to the duplicate accounts they despite several complaints have never been resolved . 
the only reason I'm still with sky is their tv is easy to use etc and we like but to be treated like this and be forced to moved part of my services is absolutely disgusting customer service.

no offer for compensation no offer to fix the ticket and remain with them and now since then isn't it coincidental that now my broadband speed has dropped below 60meg and tv is now playing up ???? Really sky 

[Chrisee]

@RMUMBLADE sounds like a real mess. Upgrading a broadband connection from partial fibre to full fibre does involve a number of steps while most go through smoothly they can and do go wrong occasionally. The good news is the contract for your Broadband service is entirely separate from the contracts for the TV and mobile services.

If you decide to switch to BT (assume you are buying an EE service as that is BT's retail brand for domestic full fibre services) leave them to cancel with Sky once the new conection is live as dates can and donslip The current issue with your partial fibre service is co-incidental as while Sky may make mistakes they are not vindictive and technically it would be difficult to engineer.

If you feel strongly you can complain to Sky by using these links but personally I would simply move on 

How to make a Sky complaint | Sky Help | Sky.com