Disappointment Over Miscommunication and Poor Service

[Diddlesom]

Dear Sky Community,

I am writing this post with a heavy heart and a sense of disappointment over the service I have received from Sky. On the 30th of May 2023, I made the decision to switch from BT broadband to Sky Broadband. I was offered a competitive price for Basic Sky TV, Sky Broadband, and Sky Talk, which prompted me to accept an 18-month contract.

One crucial detail I emphasized during this process was the necessity of retaining my existing landline phone number. The sales representative assured me that this would be possible, even going as far as to confirm this with a supervisor. With this assurance, I was more than happy to proceed with the switch.

Fast forward to the 13th of June, the day my services were supposed to go live. The broadband was set up without a hitch, but I realized that I hadn't received a puck for the TV. After a quick call to Sky, this was rectified, and I received the puck the following day.

However, the real issue arose when I noticed that my landline phone displayed "No Tone". After connecting it to the router, the phone was operational again. But to my dismay, I discovered that my phone number had been changed. This was a number I had used for 30 years, and its change was a shock to me.

Upon contacting Sky, I was told that there was no record of my request to retain my old number. Despite my insistence that the sales representative had confirmed this, I was told that the conversation would be reviewed.

Today, on the 19th of June, I received a call confirming that I had indeed been mis-sold the package. As a goodwill gesture, Sky offered me a mere £25. This felt like a slap in the face, considering the inconvenience of having to change a number I've had for 30 years. I suggested an upgrade to my TV package, including sports and movies, as a more suitable compensation. This was flatly refused.

Now, I am left with the unenviable choices of accepting the new number, cancelling the contract and reapplying in the hope of getting my old number back (with no guarantee), or cancelling altogether.

I plan to contact BT after work to see if they can provide my old number back. The stress and upset caused by this situation have been immense. I am deeply disappointed by the way Sky has handled this situation, and I hope that sharing my experience here can prevent others from facing a similar ordeal.

Yours sincerely,
David

[GD1]

@Diddlesom  Unforthunately it is not always possible and you would be better raising a complaint with Sky if the agent promised this  https://www.sky.com/help/articles/how-to-make-a-complaint

On the Sky website it does specifically state:

Your phone number

Most of the time you can keep your existing number when moving to Sky Talk. Just let us know your existing number and your phone provider when placing your order.

If we can’t transfer your number or you want a new one, you’ll get an email or letter with your new number.

[Diddlesom]

Dear @GD1 ,

Thank you for your response and the advice to raise a formal complaint with Sky. I appreciate your suggestion and will certainly follow through with it.

I understand that it's not always possible to retain the existing number when switching to Sky Talk. However, my disappointment stems from the fact that the sales representative assured me, even after double-checking with a supervisor, that I could keep my existing number. This assurance was a significant factor in my decision to switch to Sky.

The lack of communication about the change in my number until after the fact is what I find most troubling. I was not sent an email or letter with a new number, as stated on the Sky website. Instead, I discovered the change when a customer contacted me on my mobile to ask if my landline was okay.

I believe this situation could have been handled better, with clearer communication and more transparency. I hope that by raising this issue, it can be addressed appropriately and prevent similar experiences for other customers in the future.

Thank you again for your advice.

Best regards,