So, here is my complaint - copy of my letter from 10th October
Dear Sir
Re: Formal Complaint
I am writing as a very dissatisfied longstanding customer, regarding the level of service and failure to comply with your own promises made during several calls, to resolve a matter which actually sees your customer continuing to support the business. I use ‘longstanding,’ as at my current address I have been with Sky 7 years and at other previous addresses, I estimate some 25-30 years. I do not therefore expect to be treated in such a substandard way by a company who continually sells themselves on their pride of customer service.
This issue began when I called for assistance as Sky Go was not working on my laptop. This call was made 22nd September 2025, recorded on my mobile at 17:19. There was a subsequent call at 19:36 which I shall progress to.
It took a little time, but the issue was identified - my laptop - I knew how to fix this. The call them moved into my account. As my football team are in the Europa League, I enquired about the option to include TNT Sports, hoping for a good offer from Sky given my longstanding account. I learnt my account was 2 years out of contract and I was overpaying on my services. Your agent told me that within my current monthly pack, there were 3 areas over which he could save me £15 per month, two areas by £6 month each, one by £3. He then advised me he could provide my Sky Sports package which I currently have and TNT for £40 per month (£20 each.) I agreed I would want this, and the discussion went on to potentially upgrading my Sky Glass to the new version.
Please note, during this call, your agent (No1) was helpful, provided clear information and advice, and it was not fault of his that for some reason, the signal to my mobile dropped. We tried to continue, but he couldn’t hear me, so he advised he would try to call me back – which he did at 18:07 – and left a message to confirm he had called as my phone was not connecting. At this point, I was happy to sign up with the deal and more than likely about to go for a new Sky Glass TV.
At 19:36, when my signal had been restored, I called back to complete this. Your agent (not the first guy - No2) advised he couldn’t do this offer. I suspected this might be an offer only available to ‘new customers.’ I made the point you have access to the calls, he said he would listen to the call, speak with his manager, and call me back. He agreed if this offer had been made, they would have to keep it. As I knew he was not in the UK, I asked when. He advised on the following Wednesday at about either 1.30-2.30 or 1-2pm – I do not remember the specific time. This did not occur, but I did have a call which I suspect was him on the Tuesday during the day, which I missed as I was at work, but there was no follow up.
On 24th September at 17:40, having heard nothing further, I called back hoping to get this sorted out as my team were playing at 8pm. Your agent (No3) this time explained the same, but as I was now speaking to another agent, he told me that the 2nd guy, if he had listened to the call, hadn’t put notes on the system to help him progress the matter. I asked to speak with a manager, this was refused and understood this would be looked into over the next day. So the deal wasn’t done – again.
On 26th September at 15:07 I called in, basically the same all over again except I now advised the agent (No4) I wanted to launch an official complaint. He also refused access to a manager I think I remember. He advised this would be addressed I believe in 7 days, but it might have been 10, but someone would come back to me. I requested a copy of this call, as is my right. I also advised him that I was very dissatisfied with Sky and considering leaving altogether, as other options are available. I did respectfully ask if this period or 7 or 10 days could run as in my opinion, this situation had begun on Monday. During this call, your agent confirmed this was an offer for ‘new customers’ only.
It took to 29th September for an email to confirm my request for a copy of a call, and this advised 28 days for it to be available. As I work in a role where UK GDPR and ‘sensitivity’ is an issue this is within the law but nevertheless, is an opportunity to intervene – if you wish. I also know the 28 days gives a chance for review before release. But I also know from your agents, these calls are available within hours.
So, now on the 10th October, where is this at? Basically, no further forward. All promises made to help resolve this not met, no attempt to find a resolution to keep a longstanding customer, if anything, more a move to drive them away. And I’ve missed 2 games which I have had to go out to watch.
As a by the way comment, all customers see on TV is lots of adverts with offers to get new customers, but a business fails if does not secure those customers it has. It is said that if a customer receives good service, they might tell one or two friends, if they receive bad service, they tell many, I wonder if you guess how many I’ve told?
I am therefore expecting this letter to be taken seriously, by a company which wishes its reputation to be seen as ‘good’ rather than ‘extremely poor’ and a prompt response. I am giving you 14 days from today to respond.
I expect an apology and a ‘special’ deal offered to retain my business. There are other options available widely to customers and Sky needs to consider that it doesn’t have a monopoly to TV viewing or a given right for customers to lie back accept extremely poor service for which they pay a price. Consideration on customer retention by this example needs to be considered a more important factor than gaining new customers, as the numbers of new customers will continue to decrease, so stability of a company relies on retention after all.
Since then, I have calls outside the times I advised them I was available, I've had voicemails and emails asking me to call them. When I do, they haven't looked into the complaint at all. Now today, I find they closed down the complaint!!!
Has anyone else expereinced this and how did it get resolved?
