Recently I was contacted by Sky asking to return my services after moving to Virgin. The man I spoke with was friendly and helpful. However after getting access to my future bills, I could see I was being charged for a broadband boost service I didn't agree too, and I was still waiting for 2 promised boosters, to make the broadband cover the whole house. I emailed sky twice, and got a call back from a lovely girl on 14th June. She had to connect me to billing and broadband to resolve the issues. The first woman I spoke with, was understanding and said the call would be listened to and she would ring me back within 48 hours. (She didn't ring) I was then transferred to the broadband team, where I spoke with a pleasant man, who was extremely helpful, he was able to get a manager to listen to my original call straight away, and they agreed I'd been missold and heard me mention I needed the physical boosters 3 times on the call, to which I was assured this wasn't an issue. So they where fantastic, they got me 2 boosters posted out right away with a standard delivery charge of £9.95 each, which they said they would waiver. A £5 credit was applied, and the broadband boost removed from my package - I'm unsure if this was the woman in billing or the gentleman in broadband that done this, either way thanks. I received the equipment and was finally able to use my broadband service, however unfortunately the credit wasn't applied to the bill for the delivery charges. So after waiting a week until today 21/06/20, I called back and spoke with Maaz from the billing team (ID:5MF96) early morning, and then this evening with Nir from the same department. They where both fantastic. Maaz was able to apply the delivery charge credits to the account. I then queried with him, why I'll be charged from May 19th for TV, when my engineer visit is due July 6th! He said the person who sold the package to me, should have applied the correct credit to show I had no service, which didnt surprise me, after he's already mis-sold to me. Maaz applied the credits to the account, and I had to rush of the phone as I was due to start work. After work and checking my billing, I could see I still should be credited more to reflect the tv charges, so called back and spoke with Nir, who has requested the remaining credit be applied by his team leader. Maaz and Nir where both brilliant on the phone, extremely helpful and patient, and really made me leave the call happy, even after all the hassle. They both knew how to deal with the query in a productive and kind manner. Thank you for that. Also the gentleman who got his manager to listen to the call right away. Massive help. Sorry didn't get his name. Hopefully I will have no more issues now. Thanks to the sky team.
