not getting promised phone backs from managers

[RICHTHOMAS]

I have started sky broadband just over a couple of weeks ago and even though i ticked the box to keep my phone number that i have had for forty years sky gave me a new number. I have been on the phone speaking to advisors that have said how sorry they are and arranged phone backs from managers none of which have rung back! The first guy offered me £30 compensation which i refused saying i want my number back. The 4th phone call last week offered me only £20 compensation. One guy said they have rung back but i suspect they rung my nmy original number as it is still on my record and the new number is not. Where do i write to or ring to speak to someone who can sort this out?

Richard Thomas

[Daniel0210 · Accepted solution]

@RICHTHOMAS 

My understanding of Customer Service call centre Managers (and I may be wrong) is that they are there to supervise, support and advise their agents and are not particularly public facing.

Having said that we see numerous posts on here whereby a callback from an agent or Manager has not been forthcoming. Sky could certainly improve in that area.

Which provider have you moved from? In some cases the number transfer simply isn't possible and if you moved more than 30 days ago the old number will have been lost.

[RICHTHOMAS]

I was with Vodafone and not surprisingly they said they could not help.

What I really need to know now is how to complain to someone in authority and maybe 

get the small amount of compo they talked about. They tell me i am a diamond VIP and i matter to them but obviously not the case.

I have been Sky customer for 27 years.

[Daniel0210]

@RICHTHOMAS 

This link explains the methods of making a complaint.

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

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/