Sky claiming they aren't my broadband supplier

[john2310]

Hi everyone, just looking for a bit of advice here.

On the 21st Jan this year I altered my sky package which included adding sky talk and upgrading broadband, (both went live on the 3rd Feb).

My issue is having looked at current and future bills it appears I'm not being charged for broadband so bills are around £40 a month less than expected. Knowing full well there's a billing mistake at their end I contacted them only to have them confirm they're not my broadband supplier, the problem is they ARE, (an online check confirms this).

Now while getting free broadband may be a good thing I don't want to be getting into a situation where 6 months or so down the line I get a massive bill for uncharged fees so has anyone got any advice as to how this can be resolved? I've tried both the online chat and calling in person but both are next to useless 😪

[Chrisee]

@john2310 Sky have probably created a second account when you switched your service especially if you have the white Sky Max hub. As far as I understand it these newer broadband services and Sky's Stream services are run on a different accounting system from the older services like Sky Q and briadband which means I have two account numbers and bills. For sometime this caused both Sky and myself confusion until,a service rep did something that sorted it so I can see both in the My Sky app. However I still have different direct debits taken. 

To get this checked out first you I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[john2310]

Hi Chrisee

Having looked at my accounts online there's just the usual tv/talk/broadband package and the mobile packages, no 3rd account for broadband, and indeed, on my accounts sky are claiming they aren't my broadband supplier. Speaking on chat and phone last week the agent confirmed I didn't have sky broadband and no matter how much I tried to convince her otherwise nothing got resolved. Like I say, I'm quite happy them giving me free broadband but fear a huge bill when they finally realise their mistake 😂

[Chrisee]

@john2310 use the chat function when the referral is picked up as a cog might have slipped in Sky's system. I would have exactly the same concern.

[Lisa-P1987]

Thanks for escalating this. We’ve sent john2310  an invite to chat.

[john2310]

Thanks for that, they did get in touch but still no closer to resolving the issue 🤔