Sky Talk evening and weekend calls free package

[SP65]

I signed up with Sky Broadband in August and after discussion with the person on the line about phone calls also signed up for  evening and weekend calls package. I was told that the Sky Talk Evenings and Weekends Extra plan allows unlimited calls to UK landlines and mobiles during evenings and weekends. The evening period starts from 7 PM on weekdays and lasts until 7 AM the next day, while and the weekend period starts from Friday evening and lasts until Monday morning.. My first 2 bills from sky have had 5 calls charged even though these were only made in this "free" period. 4 of the 5 were for less than one hour. When I challenged Sky that this was an error they told me that the free calls were only to my postcode! Has anyone had a similar experience. I frankly didnt believe this answer and have logged a complaint to escalate and resolve this.  

[Daniel0210]

@SP65 

I have Evening & Weekend calls as well and have done for 4+ years. They are inclusive as opposed to free but the mention of postcode related is frankly ridiculous. There is no such thing as a local call anymore. This however relates to 01, 02, 03 & 07 numbers only.

[Michael46]

I have also signed up to the Evening and Weekends call package but have been charged for calls made during the "free" period.  I am trying to get this refunded.

[Mark39]

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@Michael46 wrote:

I have also signed up to the Evening and Weekends call package but have been charged for calls made during the "free" period.  I am trying to get this refunded.

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There will be a reason why you've been charged. The inclusive calls period begins at 7.00pm , not 6.00pm as with many other providers. Calls of up to an hour are included. Beyond an hour you're charged for the whole call.

[Lesley-64]

This package used to include Bank Holidays all day as well as evenings and weekends. No longer...I was charged almost £13 for a call 39 minute call on Boxing Day!! 

[Mark39]

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@Lesley-64 wrote:

This package used to include Bank Holidays all day as well as evenings and weekends. No longer...I was charged almost £13 for a call 39 minute call on Boxing Day!! 

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To my knowledge, free calls over the Christmas period have never been included in the Evenings and Weekends package. They were granted by Sky as an extra each year.

[SP65]

Despite this being logged as a formal complaint I never had this resolved. I had to spend almost an hour on the phone with a Sky employee describing the problem , and he kept telling me that the issue was that the numbers I called could not be verified as private versus business . The numbers were to my brother in laws personal cell phone !! So they charged for the whole call. It's not a business line at all - but he spent more than 30 minutes accusing me of lying about this ( having asked me several times ) he was very aggressive in manner but I tried to remain calm , eventually cutting the call. The whole experience was very very bad. I even suggested he might like to listen back to the call to see how he felt about his manner to me. So far they have not refunded these clearly included calls, and I know I should escalate this but the thought of dealing with customer service again puts my blood pressure up. We have this add on package but have stopped calling anyone from the broadband. 

[SP65]

That's what I thought too. The issue is still unresolved though

[SP65]

I carefully went though the calls which were charged - the time was not the issue . They first claimed it was not in my local area / postcode ( ridiculous) and then it could not be verified as a private mobile number ! So their system screwed up - they couldn't recognise a legit private number ( relative ) so they charged. 

[Mark39]

@SP65 I don't understand Sky's stance on this. Unless I've missed it, there's nothing I can see in the Tariff Guide that differentiates between personal and business mobile numbers or post code. The only exclusions are 070, 076 and IOM mobile numbers. If you decide to pursue it, I'd be inclined to complain in writing (by letter) as you're more likely to avoid the customer service advisers who, on the face of it, don't know the reason and are trying to fob you off.

[SP65]

An old fashioned letter is a good idea as it may get to a different person. Good idea. 
glad to hear it's not just me who thinks that the customer service answers don't make sense.