Direct number for retentions?

[elkay62]

Is there a way to contact retentions, or at least get them to call me? 

My story....

• Asked to cancel my TV contract at begnning of March, as the offer in place was not attractive.
• Was contacted by retentions a few days later. Agreed a package at c. £65. Only after agreeing it was I informed it would be going up in pice in April, and there would be a £10 admin charge 1st negative)
• For a couple of weeks, checked the Future bills - there were changes, but did not reflect the agreement - in fact most services were missing. And there were 2 admn charges.
• Contacted retentions (with some difficulty getting there), who agreed that something had gone wrong. When they tried to work out how to get the price I was previously offered, they said they would have to review the recording, and then they would call me back.
• No call back received. I checked my Future bill, and the services pretty much matched what I expected, but the price was still not what I was expecting, and there were still 2 admin charges.
• Today, I called them back. After the usual difficulty finding a number to call (saved it this time), I eventually navigated to probably a 1st level of support, only to listen to the background noise in a call centre, with no-one speaking to me. Eventually went quiet, though still connected.
• Hung up and went through the rigmarole again. This time, spoke to someone on there 1st level support, who eventually tried to transfer me to retentions. Rang for ages - then disconnected.

So how do I get a message to retentions that they are letting me down, and need to call me? I've only a couple of days left to where I can change my mind and end the contract, but that's what I feel like doing at the moment.

People use customer service to condemn VM, but my experience of Sky to date is that they are not as good in all respects.... 😒

elkay62

[SKY1992bf]

@elkay62  There is no direct link and they won't contact you off the back of a forum post as they can't identify you from this forum account 

Other than calling sky again yourself an official complaint might be the best route 

https://www.sky.com/help/articles/how-to-make-a-complaint

[stca]

@elkay62 I am in the same situation. I agreed with retentions on a price reduction for my tv/bb package, and although my current bill reduced, my future bills do not match the agreed price. After several calls I spoke to someone who said they need to review the original call recording and will call back. I mentioned reading post like yours and he said "no, no, I will definitely call back!"

Did you get a resolution to your disagreement?

[elkay62]

I eventually got in contact with someone in retentions again, who said they would review the previous call, and arranged a call back with me. They actually contacted me at the time, but I was in the loo and didn't pick up. Awaited a further call which didn't come, but when I logged on to my Sky account, I found that they had updated the charging to my satisfaction.

elkay62

[stca]

@elkay62 Well I did get called back by the representative who said that after reviewing my initial call recording,  confirmed that I was offered the price that I had agreed to. He said he would push it through, but it would take about 48 hours to show up on my account. Three days later it hadn't, so I called again saying this would be my last call, and if not given the deal agreed I would terminate the agreement and I would be off. 

After nearly an hour, I have now got the deal agreed, in fact another couple of quid cheaper.

TBH, if it wasnt for the fact that Sky Q  is the best system out there, I wouldnt have bothered.😤

[elkay62]

@stca , I would have to dispute the assertion that Sky Q is the best system out there. I moved to Sky Q from VM 2 years ago, afer moving house to a property where VM isn't available, and my wife and I are still getting frustrated almost every day with the loss of features and functions. The only silver lining is that I have somehow managed to get a better deal than I had previously. Perhaps there are other aspects such as picture quality options that influence you more 😀