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Sky existing customers treated poorly

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Sky seriously need a wake up call when it comes to their attitude to existing customers.  As a customer of Skyfor 20 plus years, I have had on occasion dealings with some customer services representatives who have been ignorant, hugely arrogant and rude.  It is well known that Sky dazzle and promise the earth when they lure customers to join, and upon doing so they find themselves cast out and relegated to the "unimportant, spend no time/skill/product on them, aren't they irritating, they are just cash points" group.  Even after 20 years, I am not allowed to qualify for any of their special TV, broadband and telephone packages.  All this I have all taken on the chin, but now Sky has managed to surpass even its own record for appalling treatment of existing customers.

Unwilling (and unable) to pay by Direct Debit due to economic uncertainties, I opted just over a year ago to pay by invoice instead and agreed to incur the administration fee of 3.91 extra per month.  This Friday morning I paid my monthly fee (albeit 10 days after the due date).

TV cut off

Sky has taken my money this month for a service it is refusing to provide

On Friday evening, I turned on my television to find that my channels were blocked.  WITHOUT ANY WARNING WHATSOEVER, (no letter, email, phone call etc) Sky has suspended my viewing as it wants another month fees in advance because I do not pay by direct debit (not so much will not as can not).

So basically Sky has taken my money this month for a service it is refusing to provide me until I either pay up again or go on direct debit.  They will also not refund my month's service fee.  They tell me that they are perfectly entitled to do this because this is all in their terms of business.  As I am currently on benefits I am unable to find another months fee and it would be financially incompetent of me to set up a direct debit, perhaps even fraudulent or worse.

This is all legal, because they tell me it is in the terms and conditions which I signed when I joined.  Sky have made it impossible for me to ever be given the service for which I have paid.  They have not even apologised for the lack of warning.  In today's climate of economic stress, at the start of the summer holidays, how can a corporate entity behave so very, very shockingly and treat its customers with such utter contempt?

By: madlyabsolute


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SnappyHare

SnappyHare

I was unhappy at paying sky nearly a £100 a month, I have been a loyal customer for 5 years and when your loyal you get taken for granted, I have just cancelled all my sky services , i'm not in the business of haggling and i shouldn't have to, People who are loyal customers are taken advantage of, Use comparison web-sites and be prepared to change, Vote with yer feet or keep quiet, If sky were to treat loyal customers fairly then they would truly be a decent firm and there would be no need to whinge !!!!, How ever they are not and some of us are
08/12/16 SnappyHare
1
Grumpy

Grumpy

If services are suspended due to late payment, no matter what the resson it is nothing other than theft to take someone's money for something they haven't received yet if we refuse to pay we will incur charges and bailiffs then court. Go figure. How is this allowed to happen.
20/08/16 Grumpy
1
Bolton

Bolton

Sky are rubbush
20/02/16 Bolton
1
IanThompson

IanThompson

Oi windyourneckin how about you grow a better attitude and stop being so snobby and for the record who's crying a river? She's simply stating that her sky was cut off and still even after she paid her bill they refused to turn her services back on which is disgusting to say the least!

You need to watch yourself and watch your mouth and watch your tone and watch how you speak to other people on here! How dare you tell her to cancel her sky who the hell do you think you are? You vile repulsive human being! Go crawl back under that rock you came from daddy's little rich boy!
22/12/15 IanThompson
0
windURneckin

windURneckin

2 things, you freely admit to paying the bill late. So its OK when you mess them about but not the otherway around? Also here's an idea, if your so hard up because your on benefits right now, how about you cancel the Sky altogether? Don't get me wrong I don't care what you spend your money on but I do think the cry me a river ballard is done to death...
07/09/14 windURneckin
0
Helen

Helen

Hi, my recommendation is to write your own T&C and include admin fees. In Contract Law, the latest T&C supersede those of the corporation. Why waste your time if you're not getting paid for it. I've made about £150 so far charging companies, and I also charge payday loan companies for sending unsolicited text messages. See website www.bloodyhelldell.wordpress.com and the category, methods to pay debts. I'm sorry that you have experienced such disgraceful customer service from Sky, especially after you have been a loyal customer for 20+ years. I just moved to Sky Fibre and they've suspended my service because I refuse to add my DD details. Makes you wonder if Sky and the banking industry are in it together, as people are in poverty enough without having to log into their bank account every day to check if they have enough to make a payment. The additional admin fees for non payment by DD also sucks and is manipulation. I hope Sky so bust.
08/07/14 Helen
0
Darren

Darren

I decided the other day sky TV was getting
Too expensive for all the repeats etc you get , so I decided to phone them and reduce the package to just the 30 one from the 60 as was paying so I phoned them and the adviser started bombarding me with offers for this and that . I said no after 10 mins .. anyway she said she would email me with all the details etc take off hs. Multi room .sports .movies so I thought great job done ! The email has just arrived only multi room taken off and sky sports 5 added !!! So I went on my account and the bill has only bloody gone up to £70 a month ... I'm now going to phone them and tell them they can cancel the lot
25/06/14 Darren
0
Jay Jay

Jay Jay

It's fair to say that sky are only interested in getting new customers and get you with lovely deals half price internet vouchers etc, then remove some of the services you signed up for (some on demand services where taken away from us) they get away with it because it's in the terms an conditions.

As an existing customer once your deals are over you pay an overly expensive fee. So today I called them to cancel. Got offered a £14 reduction which some might say is fair, however this is still not as good as new customer deals. New customers are also being offer a £125 prepayment card or tesco/m and s vouchers. So I also asked for the voucher and was told no. I explained that as a new customer I could get a better deal and was told my address is now blocked from having sky services for a year, as I'm not allowed to cancel and set up as a new customer or have anyone else at the address set up as a new customer in their name. Before I could challenge what was said I was put on hold, sent a cancellation email and hung up on.

Has anyone else ever been banned from sky?
29/05/14 Jay Jay
0
siobh

siobh

I have had nothing but good service form Sky
20/05/14 siobh
1
Wendy Callaghan

Wendy Callaghan

I agree. The customer services staff are rude and ignorant and they refuse to acknowledge when they are wrong or show any empathy to the customers situation. My service was cut off without warning the day after boxing day as I had not paid my invoice that I received the day before Christmas eve. The invoice was dated the 19th December and was giving me 14 days to pay. I was not able to pay by credit card due to the security numbers on the back of the debit card been rubbed off and I was not able to read them. I'll be leaving sky. I would rather pay more and have a good reliable service.
28/12/13 Wendy Callaghan
9
TQ4 6RB  WILDE

TQ4 6RB WILDE

weve been customers of sky both in surrey and devon for over 25+ years yet if we want a new HD box orOn Demand box which I understand new customers get installed as freebies . surely after all the years we have been subscribing to SKY we must been entitled to them. Perhaps its better although we have always been happy with SKY over all these years is to consider cancelling . We are pensioners in our 70s
30/10/13 TQ4 6RB WILDE
9
Rs

Rs

Just had similar issue. Tried to upgrade by no offers. Cancelled my contract and now told cannot do anything for 31 days. Customer for > 12 years!
19/09/13 Rs
9
miserablemoaning.

miserablemoaning.

Mitzi, I tend to agree with you. I've had no problems really with the Sky customer service, and I've been given 'freebies' too.

I'm not impressed, however, with receiving information about their Sky Protection insurance - basically asking for an additional £8+ per month to insure the Sky box, remote and dish. I've always assumed, and will continue to assume, that the £50+ I'm handing over every month includes covering any problems with the Sky equipment. If the equipment fails, it's Sky's responsibility to get it sorted, not me.

If they don't sort it, then I'll simply cancel and go elsewhere. I think this is a very reasonable attitude to have. I've been with Sky for over 10 years which means I've given them thousands of pounds!
23/08/13 miserablemoaning.
5
Mitzi

Mitzi

Sky are expensive but I will have to stick up for them a bit :-/
My experiences with them are excellent I had trouble with bills at Christmas & had no hope of paying one month rolled into the next & I owed close to £200
Then I had a call from sky who offered to absorb the total cost!!
& reconnect me!.
They will almost ways offer deals if u call saying u wish to downgrade etc..
And for those who need to grab their money back after a DD f**k up
Just pop in or call the bank say it was 1) wrong day) or 2) wrong amount and immediately it's cancelled the amount refunded by end of day you got your money
Simple
I've had freebies from sky most of my sky-watching existence
Which has been over ten years
23/08/13 Mitzi
3
mcdodds

mcdodds

Due to some sort of screw up from sky themselves I have now been watching all sky channels for FREE! I had a multi room box that for weeks they could not turn on so they told me thay would have to turn main box off and send out replacement cards for both boxes but would compensate for hassle but for some strange reason they never turned main box off and I never received any new cards! This was eleven months ago! I hav never received any bill so I now have a skybox that I dont pay and can still watch every channel! Yesss thanks sky! Has this happenend to anyone else?
07/07/13 mcdodds
-10

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