Terrible service

[Rooke123]

My broadband connection has been terrible since me moved house. I rang an sky last week, the customer service rep arranged an engineer visit and refunded this month's broadband. The engineer was unable to resolve the issue, I then received an email to say I could terminate my broadband contract early. I rang again, the person I spoke to advised me to make sure I had organised another broadband provider before I cancelled so I did do this.i then rang back and the guy I spoke to said he couldn't cancel it and explained he thought it was because we had to wait so many hours till after the engineer visit. I rang back the following day (Thursday) and this guy said that the prev man shouldn't have passed the buck but then also advised me to ring back the following day without helping me. Finally on Friday I spoke to an advisor who said he could cancel the broadband and it would be processed within 72 hours, I clarified it was the broadband only I wanted to cancel not the TV package which he confirmed. I have gone on the mysky app today and it says my TV contract has been cancelled but the broadband contract is still active!!! Each customer service advisor was more concerned that I scored them highly in any feedback I was asked to give, particularly the one in Thursday who proceeded to tell me he had had a 100% record till the other day when a customer scored him an 8. Frankly I am disgusted, I have been a customer for 7 years and do not expect this terrible service. I want this issue resolved ASAP 

[Jynxy]

Hi,

Sorry to hear you have had issues with the engineer visit, this is an openreach issue and not sky, however if you have requested to cancel your contract then this should have been processed, i will escalate you to a member of staff who will help you, please look out for a blue bubble on the forum.

Please let me know how you get on, if no response i will chase this up via other channels and once resolved i would appreciate if you could mark my post as answered.

Thanks

[GD1]

@Rooke123  In addition you should be aware you are not addressing Sky via the forum, this is primarily a customer helps customer forum and I'm afraid nothing will happne on the back of your post.

[Rooke123]

Thank you, I am just so frustrated I cannot even bring myself to ring again, I have sent an email but am at my wits end!

[Rooke123]

I understand this but am so disappointed by the service that I had to share, sky are obviously putting too much pressure on their customer service representatives if their main concern is their score rather than helping the customer

[Chrisee]

@Rooke123 if the issue is with your Openreach broadband line and you switch to any other isp using that line the issue will almost certainly move with you. Also the system of switching to any other isp using an Openreach line is fot the new provider to hzndle the switch there is no need to cancel with Sky indeed doing so is likely to cause delays and a period without a service.

The only time you need to cancel with,Sky is if you are either getting rid of fixed broadband totally or you are moving to a provider using a different netwoork like Virgin Media. 

If you want to complain to Sky about the way your issue has been handled use the links here How to make a Sky complaint | Sky Help | Sky.com

Sky do not normally respond to incoming emails from customers so you may not get a reasponse to your message.

Hope those points help you.