Sky Stream Package Mis-sold

[Phil-H-UK]

I came over from NOW TV to improve my Broadband.

Whilst on the sales call I opted for the Fibre 150 as there was an offer on.  

The Sky sales person then asked me what TV pack I had with NOW TV. Consequently they recommended I take the Sky Essential TV pack with Netflix, and promised to throw in Hayu.

I'm now connected up to Sky . . . . they don't do Hayu, the essential pack ISN'T the equvalent to what I had, and the call centre don't seem to want to help me! The only equvalent to what I had is the Netflix subscription.

Is there a Sky email address I can use as I seem to be getting nowhere with the call centre.

Any help would be appreciated.

Thanks.

[jtonline]

From the Sky Stream home page, if you scroll down to 'Apps & Inputs - View All' then you can select Hayu from the 'Entertainment' section, and you can add it to your favourite apps list too.

The telephone call centre is usually the way to resolve issues.  There is a 'Your account' section in the help pages on the website at  https://www.sky.com/help/home/your-account where you can check how to make a complaint and how to cancel your TV subscription within the account cooling off period.

[peter-marlow+1966]

Haywood should be in the apps section  on your  puck, or sky glass tv,  if not go to my sky  on the home page  click on that and go to sky shop and open  that

[Phil-H-UK]

Hi jtonline

Many thanks for your reply.

I'm aware the hayu app is available, unfortunately it requires a subscription which I was told would be included.

I've had no luck with the call centre, they're more enthusiastic about me giving them top marks in their post call survey.

All I really want, is them to honour what was sold to me on the sales call. Doesn't look like it's young to happen any time soon.

[Fothergill1]

Hi @Phil-H-UK from your post I am guessing you have only recently moved from NOW to Sky stream.   If I am correct and Sky is not meeting your expectations you can cancel (free of charge) at any time within the first 31 days which would allow you to go back to your previous setup.

[Phil-H-UK]

Hi Fothergill1

You are right, there is a 31 day cooling off period. Annoyingly, I took it as a deal with the fibre, so I've had a fibre box fitted and my NOW TV disconnected.

It's such a simple solution, if only I could speak to someone at Sky who understands. I believe the calls are recorded, all they'd have to do is listen to it and provide what was agreed.

[mikealanr]

Hi @Phil-H-UK 

You broadband and TV contracts are separate so you can use the cooling off period to leave Sky Stream and go back to NowTV while keeping your broadband with Sky intact.

Your only other option is to make a complaint (email etc on this page): https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[lettice]

Hayu is a third party app. It is available to add via the Sky Marketplace.

It is offered with a free 7 day trial offer.

There have been longer offers, in MySky, like I recall last Spring last year was a free three month offer.

Not noticed any more recent offers of it

[TimmyBGood]

@Phil-H-UK 

I'd think they were trying to get the Sky television bundle price to match the cost of NowTV, which essentially isn't possible.

[Phil-H-UK]

Mikealanr

Thanks for your reply.

I may have to do that, although shouldn't have to as it's their error.

I will be making a complaint.

[Phil-H-UK]

Hi Lettice

Thanks for your reply and the info.

It's a shame the Sky staff aren't aware of that, instead of offering it for free.