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True & Outstanding Customer care
I was quite alarmed to have received an email from Sky saying 'We're sorry your leaving us'; this email caused me quite a lot of anxiety, as I had not instructed Sky to cancel my broadband subscription, nor had I consented to any other provider to take this subscription over. As this was received in the evening, i waited until the next morning to call Sky; being unsure whether this was a scam, I scrolled through the Sky website to track down the official customer service number for which I called - having answered all the security questions, whilst the first person i spoke to could not help, they did manage to put me through the correct department, the Cease Department. The lady i spoke to was very helpful and understood what i was saying, however as it Sunday, she was not able to pursue any action and asked me to call back again the following day, for which I did. Having called the standard customer services line again, I was then passed from pillar to post,, repeatedly having to retell my story and give the same security questions for every person i was transferred to. By the time I reached the third person, after answering all the security questions again and having to retell my story for a fourth time in two days, i was then cut off and the line went dead....... i was now in floods of tears and no one seemed to be able to help me...... So I then decided to trust what was in the letter sent by Sky via email and called the number direct, as I then thought to myself 'surely this cant be scam, trust what is in the letter'.
I called that number and was greeted by one of the most amazing members of the Sky team I have ever spoken to, Michael; he was met with an inconsolable woman at the end of the line; his kind nature, level of compassion and sincere wanting to help me enable me to once again convey my concerns about my broadband subscription. His mannerisms enable me to trust that he would look into the case and deal with it. Micheal came back to me the following day as he had promised with an outcome. Whilst the outcome did not eradicate the issue, Michael gave clear instruction as to the next steps; this enabled me to confidently telephone the Cease Department in Newcastle again, where I then spoke to another call handler, Matthew, who was equally as brilliant as Michael and managed the remainder of my complaint; he did exactly as he had promised, following up with a call to me 24 hours later with an positive outcome.
In all my years when contacting call centre's and having to deal with those working in the customer service industry, I can honestly say I have never experienced two human beings such as Michael and Matthew; their level of calmness, true empathy and sincere compassion is so rare, and the way in which they both spoke with me and managed my situation, well I believe they should both be awarded the highest commendation possible by Sky - these are two members of staff who absolutely should be recognised for their personable and compassionate demeanours.
I cannot thank you both enough for the support and compassion you gave to me during the week commencing Monday 06 April 2026. A BIG THANK YOU AGAIN 🙂
This is for Michael and Matthew in the Cease Department in Newcastle 🙂
on
22 Apr 2026
10:27 AM