Sky curstomer since 2003 with TV, broadband and mobile packages. Called them back in August to discuss my out of contract TV and FTTP Broadband package.
Sky were able to renegotiate the TV package and sign me up to another 24 month contract, but when it came to my Broadband, they said my account apparently still showed me having the name of the old package from over 2 yrs previous and before I went with the 500Mbps FTTP package. Each time I've called since, the customer reps couldn't even access my account ("I'm just getting a spinny doughnut thing - I'll have to raise a CRF" is a phrase I've heard from 3 separate customer service reps, each who promised to be the only person who would keep in touch, none of whom actually did!). Since then, I've had to keep chasing Sky, only to be told "my" problem hasn't been resolved and ultimately, Sky can't do anything on my broadband account. One rep even questioned how my TV package was changed as he seemed to think that couldn't be accessed either.
Eventually, I told Sky to note on my account that I wished to cancel and I was going to accept a cheaper and faster offer from Fibrus. I was told Fibrus wouldn't be able to connect me due to this problem. However, on contacting Fibrus, they were able to initiate the switch (an email from Sky saying they were sorry I was leaving came into my inbox whilst I was arranging the new broadband with Fibrus) and came out and reconnected me, setting up a whole new FTTP line into the house (so I now have a Fibrus fibre line and modem in the corner of my hall, right next to the Sky fibre and modem - only the Fibrus modem is connected to a wifi router).
I called Sky yesterday (nearly 3 months on) after receiving an email that said I was out of contract on my broadband and to call them about options. Seems we have some progress in that the rep was able to access my notes, which clearly showed I had signalled my intent to cancel and that the switch was now underway. But when pressed about times, the rep then suggeted that Fibrus would have to wait. When I reiterated that I already had Fibrus, he then changed tack and tried to put me through to another team, stating that my line and modem would need to be removed by an engineer (I had also asked what I do with my old Sky router, as Fibrus told me that Sky would want it to be returned). After 40 mins of waiting and twice being transferred to the wrong person, I gave up. So I'm still none the wiser.
Long story, short - I tried to cancel my out of contract Sky broadband; was told I couldn't due to a technical error at Sky's end; I've since had FTTP installed by another provider, but still have Sky connected and - more importantly - am still having to pay for it because no one can cancel it for me. I've been promised a refund of the c.£50 a month I'm paying, back-dated to when my notes first say I wanted to cancel, but as it stands at the minute, I have zero faith that will happen or if it does, that it will be anytime soon.
Short of approaching OFCOM (who I doubt will do anything), does this tale of woe sound familiar to anyone and is there any other recourse someone can sugget?
