Data taken and billing wrong

[Kirst123_]

I'm absolutely fed up with sky.

We upgraded our phones nearly 4 weeks ago and discussed data... because we had so much data in the piggybank we were advised to use this.... less than a week later 200mb of data was taken from our piggybank....! 

Contacted sky nearly 3 weeks about this and argued that a validity period had never been discussed and this data would be returned.... 3 weeks later and still no data!

Secondly billing all wrong, we came to the end of our agreements with our old phone 3rd June, we had them 3 years and yet they are still showing on the billing also, discussed with the advisor and told this would be rectified, now our new contracts are billed yet Sky cannot do any billing correctly or at an advantage to the customer at all, its always to their advantage.

It's frustrating not being able to talk directly to an advisor or waiting endless time limits to do so and half the time the issue is never dealt with.

[PandJ2020]

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@Kirst123_ wrote:

We upgraded our phones nearly 4 weeks ago and discussed data... because we had so much data in the piggybank we were advised to use this.... less than a week later 200mb of data was taken from our piggybank....! 

Contacted sky nearly 3 weeks about this and argued that a validity period had never been discussed and this data would be returned.... 3 weeks later and still no data!

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The retention period was recently reduced from 3 years to 1 year.  If Sky have agreed to credit the 'lost' data then you'll have to persevere with them as we're other customers here...

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Secondly billing all wrong, we came to the end of our agreements with our old phone 3rd June, we had them 3 years and yet they are still showing on the billing also, discussed with the advisor and told this would be rectified, now our new contracts are billed yet Sky cannot do any billing correctly or at an advantage to the customer at all, its always to their advantage.

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It depends on your original contract and whether you performed a swap or purchase.  Swap36 contracts are actually 4 years of payments for example.  We can't see your account...  If it was a swap then it can take a number of weeks to credit.

You can log a complaint here: https://www.sky.com/help/articles/how-to-make-a-complaint

[Kirst123_]

Don't you think even with a retention period that drastically reducing it from 3 years to 1 year is acceptable.  And my while argument is that we were sold a sale and at no one point was a retention period discussed with us, infact our advisor had data predicted on our usage how long we would have our data last for, so if retention was the water forward maybe employees should have been trained and advised first.

Are you sure your a customer or an employee? 

[Daniel0210]

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@Kirst123_ wrote:

Are you sure your a customer or an employee? 

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@Kirst123_ 

SuperUsers are customers just like you. Staff posts are marked as being from an employee.

See this lengthy thread about the loss of data

https://helpforum.sky.com/t5/Sky-Mobile/Piggy-bank-data-missing/td-p/5003730 

So after 04/06/25 any data older than 12 months is being removed as per the new Sky Mobile Piggybank T's and C's. Customers were made aware of this change in the April 2024 price change letters/emails but it's only recently come into effect which may be why quite a few customers have forgotten about it.

[PandJ2020]

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@Kirst123_ wrote:

Are you sure your a customer or an employee? 

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I'm sure.  See my signature.

I agree staff should be fully aware of the changes - probably why they offered the credit.

But you'll need to persevere in talking to Sky as us as other customers cannot fix it.