absolutely fuming

[rickhard]

so 2 weeks ago i moved over to sky mobile, ported my number all seemed to be ok. The next day i was unable to use my phone as the porting process went wrong, plenty of calls later i was told the problem would be resolved and that NO money would be taken until it has. Today a payment for my 1st bill has been debited from my bank even after having an email from the team trying to sort my problem saying that this wouldnt happen

Its been 2 weeks now that ive had a phone which i cant even use and they still have the audacity to take money from me 

The customer service on this issue has also been appalling 

[GD1]

@rickhard  There are 2 points to ypur post.

1) If the phone is bought on credit payments will commence regardless if issues with a sim/porting a number therefore you will still be liable for all credit agreement payments.

2) Even of the port has failed the phone can still be used albeit with a different nunber, you're actually paying for your monthly data plan as calls/texts are included within that plan therefore sim charges will still continue.

To think you shouldn't be paying anything during this issue is naive at best.

Once the issue is resolved you can speek to Sky to see about  acredit for the issues encountered.

[rickhard]

i appreciate your response but please then explain why i was told on the phone and via email that no money would be taken from my bank until the problem has been resolved.

the sim not working means ive not been able to make/recieve calls and the same goes for text and data, the phone is only usable while connected to wifi 

[Doubledee222]

I'm really not surprised, sky have terrible if not the worst support team I've personally dealt with unless your buying they don't care it's in their blood and training, I reckon I get around 40 calls a year trying to get me to take sky glass and move from Sky Q, the mobile team are horrific to deal with so contact your bank immediately and get your funds back and refuse to pay until sorted, you don't pay for something you don't get and then law is behind you on this one, sky have a contract with you to provide a service a service they are not providing unfortunately 

if you can call from a withheld number and an unknown number not affiliated with sky and you should without a doubt be straight through to a UK call centre and hopefully they will sort it for you

good luck 

[rickhard]

best response, thank you

[PandJ2020]

If there is a credit agreement in play then refusing payment is the worst advice to ever give.  (As already noted the device and dataplan are separate issues)

Withholding payment for a credit agreement won't end well.

Indeed, withholding payment is never usually a wise way to resolve such issues.

Unfortunately, processes are often automated for which CS statements may not come true.

[Doubledee222]

Customer has an email stating "no payment will

be taken" and your entitled to your opinion, I'm currently not paying for 2 accessories i ordered for my iPad Pro which hasn't arrived and guess what sky are happy for this, and zero customers should be paying for a service they don't receive, would you pay for an Indian takeaway from just eat if the dopey delivery driver sent it to the wrong address?? No you wouldn't sir, would you do a charge back on a faulty product you received and the company failed to accept responsibility? Or are you the customer who sits back and lets money get funneled out your bank account for no apparent reason, and it seems it's a sim only he has, but again you me and the cats mother is entitled to their own personal opinion.

customer has tried to resort to fix issue as to no avail, customer has evidence of email, customer not  receiving the service set out in accordance with sky, any bank will uphold his choice and or any financial institution would also, sky tho there's another question, he'll soon have it resolved when they aren't being paid for a service they should be providing and sticking to there own promises.

[PandJ2020]

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@Doubledee222 wrote:

... and your entitled to your opinion

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And you are entitled to yours.

To be clear I am only stating that IF the OP has a credit agreement for a device and there is no issue with that device (the issue seems to be related to dataplan which is not a credit product) then withholding (or chargeback) a payment for a regulated credit agreement is not (IMHO) wise advice as you don't appear to have qualified it.

I am not defending Sky in any way - indeed one should consider using the cooling off period if that is an appropriate resolution.

[Daniel0210]

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@Doubledee222 wrote:

I reckon I get around 40 calls a year trying to get me to take sky glass and move from Sky Q, 

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@Doubledee222 

You must be very unlucky. I've had Sky Q since 2019, Sky mobile since 2018, and also have a Sky Talk landline and have never had a call from Sky trying to get me to change to Glass or Stream. 

[Doubledee222]

Well done! Why would I make up something with such a thing?  If you've never received a call from sky during their Sky glass campaign then a huge congratulations, I know 2 people who have it and hate it, they also have the super reliable broadband with the usual even cut out? And I wouldn't take a phone line not in 2024 buddy most phone contracts have unlimited calls along with free 08, 03 etc number policy.

good luck in your 5th year with Sky Q 

let's also note the OP is asking for advice and advice he's happily been given so I'd prefer to keep OP thread for his issues as now it's being hyjacked off topic comments

[Daniel0210]

@Doubledee222 

You must be very unlucky. I've had Sky Q since 2019, Sky mobile since 2018, and also have a Sky Talk landline and have never had a call from Sky trying to get me to change to Glass or Stream. 

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@Doubledee222 

I agree the thread has veered off course. Not my doing though, and my reply didn't suggest you'd made it up. 

[DanaA]

Im having this exact issue! 2 weeks of no useage of my phone since switching and no resolution or response! Then charge me today for service im not able to use! 2 complaints and 5 calls and no response! Worst  mobile service and worst customer service !