rip off

[Lee123]

Dear Sirs,

I am writing to you today very disappointed with the way you have conducted yourselves. I have now been a customer of Sky for over 20 years. You have me down as a SKY VIP customer for only 9 years, but I was with you in my previous homes also. However over the past 2 years I have been treated in a disgusting manner which I am no longer willing to accept.  I have had on-going issues and you have simply don’t NOTHING to fix my problems and you have continued to just take my money without a second thought.  The below experience is what I will take away from my experience with SKY.

• 2 years of no significant Wi-Fi in my home. We have had 3 engineers out and the problem still exists. We can not obtain functioning Wi-Fi in my home except in the lounge where the router is situated.
• I have been paying for ‘ Wi-Fi Boost’ which is an additional cost guaranteeing you can obtain Wi-Fi in every room in your home or you will refund the broadband costs. I have never received this promise and I have not had Wi-Fi in most of my rooms.
• When I walk out of my main lounge where the router is and I am on a Wi-Fi call, the call simply drops, this is around 7 meters away from the router.
• 3 out of the 4 additional TV boxes simply do not work as they can not pick up the Wi-Fi, however you have been charging me every month for the additional boxes.
• All the engineers that have ben out have not been able to fix the issues stating we need a Wi-Fi engineer and not a broadband engineer.
• In December you eventually arranged a Wi-Fi engineer to come, I took time off work and your engineer FAILED to turn up, leaving me wasting a half a days holiday and with no working Wi-Fi.
• I have ran diagnostic reports and sent them to you proving that the Wi-Fi is terrible and you STILL have done nothing about this.
• I need the ‘Sky Buddy’ APP to control my children’s online time, yet like a disgusting greedy corporation you have deemed it fit to take this facility away from me, even though SKY BUDDY was the facility that attracted me to SKY Broadband. I now find out that customers that had this facility should still have it.
• I have been given 3 dates now and waited over 3 months to get the new ‘Ultra Fast broadband, no one has bothered to update me on the installation date.
• You customer support is obviously in India and is horrendous, not only do most of the staff not understand a word your are saying, they simply have no interests or pride in SKY services, they just give you attitude and tick boxes without a care in the world to the customer experience they are NOT giving us.
• I pay a monthly subscription for my Ring Doorbell, however due to the poor Wi-Fi service from Sky, My doorbell will not connect to the Wi-Fi and therefore I have wasted a year of my hard earned money on a service I can not get as a direct result of SKY Broadband.

So I am now formally requesting that SKY fulfils their promises and customer service and fully refunds me as stated in the Wi-Fi Boost’ promise, I would also like a full refund of two years addition TV Boxes that I have paid for and not been able to use due to the diabolical Wi-Fi service you have provided me.  What’s more to rub salt into the wound, you have now seen it appropriate to stop all my services , which I am disgusted with and find this a terrible way to run your business.

(Removed)

A very unhappy customer

Moderator note: Removed personal details

[cuke]

Unfortunately you are not communicating with Sky directly in this support forum, only to fellow customers. You will need to address your complaints to Sky via here https://www.sky.com/help/articles/how-to-make-a-complaint

I hope you get everything resolved to your satisfaction.

[Jpls]

Sky is an absolute rip-off outfit only interested in money.

I raised a compalint a month ago. I got identical email responses back and then a message to say the complaint will be closed. I wrote back saying complaint is very much open and totally ignored.

Incredibly it is manged by the most useless regulator, who asked me to contact the citizan advise bureau rather then take up the case with sky.

I will never go back to Sky! Customer Service is shambles.

Asked the agent on how to raise a compalint and she said go to Sky.com. Has anypone tried Sky.con route to raise a compalint?  How do they get away with all this??

[TimmyBGood]

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@Jpls wrote:

Incredibly it is manged by the most useless regulator, who asked me to contact the citizan advise bureau rather then take up the case with sky.

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Ofcom makes it very clear that they almost never take on individual subscriber disputes with a telecoms/internet service provider: that's not what they were set up to do.

The Sky complaints process, like the rest of the ISP industry, escalates to an appointed ADR.

https://www.sky.com/help/articles/alternative-dispute-resolution 

[Jpls]

What is an appointed ADR? Is it a BOT?

[TimmyBGood]

@Jpls 

ADR: alternative dispute resolution

https://www.gov.uk/government/publications/alternative-dispute-resolution-for-consumers/alternative-... 

The ADR for Sky Broadband is the Communication & Internet Services Adjudication Scheme

https://www.cedr.com/consumer/cisas/make-a-complaint/ 

[Jpls]

Waht does this all mean?

You have closed my orginal complaint on 2 emails , so I'll go ahead with CEDR.

[Laing1]

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@Jpls wrote:

Waht does this all mean?

You have closed my orginal complaint on 2 emails , so I'll go ahead with CEDR.

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@Jpls Just so you are aware  You are not contacting Sky's customer services on here, this is a customer to customer forum where customers help each other.

[Jpls]

Sorry - I did not realise. Thank you all for useful information to pick up my complaint.