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Sky problems are driving me mad

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I have been a customer of Sky for four years now and despite the fact that our bill mysteriously crept up 6 months ago, or the time they decided I had joined Sky talk plan (even though at the time I was serving in Afghanistan), everything had gone smoothly so far.  Anyway, I decided I wanted Sky broadband and as the offer was so good with Sky, I decided I would stay with them.

Unfortunately at the time Sky didn't provide broadband in our town so we had to use an alternative provider.  This will obviously be switched to Sky's cheaper service once it is available.  Sky couldn't tell me when that will be or contact me when it happens.  I just had to keep calling at regular intervals and checking my bill.

It's finally available, so I ordered broadband and received my welcome and line activation letters, but unfortunately no hardware.  So I called Sky and they calmly say "oh, we haven't sent it yet."  So I'm basically paying for broadband that I cannot use!  Eventually though, the new hardware turned up and the installation went smoothly except for the anti-virus, which will not install, or the wireless which didn't work either.

So once again, I had to endure the torture that is Sky Customer Support.  After speaking to numerous different people all clueless, I finally spoke to a lady who informed me that the "free anti-virus software" offered as part of the deal, is not compatible with windows Vista.  No compensation offered.  Can they help me with the wireless situation?  No, because the staff are not Windows Vista trained and she then decided to read out the Windows XP help disk which I have right in front of me and have already read a thousand times anyway!

Obviously after having this much fun thus far, I thought I may as well spend more time and money and purchase Sky+ for my bedroom.  So I ordered it, spoke to a very helpful man who insisted that as I was such a valued customer, a one off payment would suffice and the box would be mine.  I was also to be spared the 10 a month multiroom as we had subscribed to the full package deal.

Sky problems, sky remote control The engineer came round on time, fitted the box and asked for my card to test the system.  I told him I hadn't received a new card, so he called in and was advised they thought it was an upgrade to Sky+, so they hadn't sent a card.  Okay, so they apologised and a new card was on its way apparently.

I went to my bedroom after the engineer had fitted sky and I realised he had drilled through my windowsill to install the new cables - splendid I thought!  Just a little disgruntled at that, I decided to watch Sky and discovered that the box no longer worked.

Back on the phone to Sky now and I found out that they had cancelled my original card and sent two new ones, not just the one for my Sky+ box.  "Can they un-cancel that please?"  Well of course they couldn't, so for the whole weekend, and most of the next week, I only had four channels to choose from!  But that's OK, at least the refunded me 3 for the inconvenience - humph!

Finally, the system started functioning OK and all was good for a while.  We had a new lodger move in and he decided he wanted a Sky+ box in his room.  After a call to sky we were told he would have to pay a setup fee plus 10 a month for multi-room.  I thought this was strange (after the previous installation), so I called back and explained to the customer services rep about the situation and this time they realised their "mistake" and finally offered the same deal.

The engineer comes round again and installs the box.  He's a little "shocked" to hear that my windowsill was drilled through last time, the last guy was just "lazy" apparently.  Unfortunately, he doesn't have a card to test the newly fitted Sky+ box and so called Sky.  Yes, they thought it was an upgrade and the 165 has already come out of the customer account, but the Sky+ box is unusable.  Fortunately this time they didn't feel the need to cancel all our other cards.

I went on holiday before this card arrived, the stress of dealing with Sky every day for the past month was too much for me!  When I returned the card had already been activated by my lodger.  This, somehow, had caused my Sky+ box to stop recording so I got on the phone again and was told that mysteriously, the viewing cards for the Sky+ box and the digibox we've had for 5 years had been swapped on their system, so my Sky+ box thinks its a digibox and vice-versa.  No problem, just switch the cards over and everything will be fine.

So that brings us up to date.  My digibox will now not play Sky Movies or Sky Sports.  My Sky+ box, does not play anything I've recorded, including all the previously viewed programs saved onto the hard-drive.  Sky tried to reset the channels and asked me to call back in a few hours.  I left it 24 hours, but still no Sky Sports, Sky Movies and my Sky+ box still doesn't work.  I called back again and was told his time they are aware of the problem, please call back in 24 hours.  I'm grateful that they are aware, I'm 100% confident they will sort it out in no time at all.  Really...?

By: Steve


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Samson (Delilah's too busy to post)

Samson (Delilah's too busy to post)

I have a sky box although I often question why as I rarely get the opportunity to watch any TV. My wife is a regular viewer though and she reports to me that we rarely have any troubles with it. It would appear though that within a day or so of it starting to 'play up' we usually get a call from Sky telling us that we need insurance for the box should it go wrong. Once this is declined our service generally reverts to being okay again within 24-36 hours.
Can it be just a coincidence that this is always the case or are sky 'sending' minor problems to the box to encourage us to buy the insurance? I cannot believe that they would do that but I have to confess it does seem a bit strange.
26/08/14 Samson (Delilah's too busy to post)
1
About Sky

About Sky

What can I say - SKY - The Company that lacks customer service and has numptys working behind the scenes. I have been with SKY for the last few years and in the last year, I had sky TV and Broadband. However, within that year, I made over 128 calls to SKY due to them forgetting to order my broadband connection, then for the service to keep crashing. I was paying ?25 per month for sky and broadband was ?7.50 per month... but since the issues and complaints as well has 3 managers who were incompetent, it went to deadlock. Which means I was willing to take them to court and get them investigated with OFCOM? After everything got sorted, I stayed but got rid of the broadband and stuck with BT. So now I pay ?32 per month for all channels. However, the other day i made a call after a letter arriving stating that they were putting the cost up by extra ?4 per month. Which at the time when i agreed to stay, the cost i was paying would not change. But then i noticed after looking at my bank account, they had taking more money than normal. I spoke to billing that got things resolved, but then tonight 22/07/2014 i had a text then a message on my TV stating my SKY account will be deleted, then another message popped up saying, to continue with sky, call 08442411834 or back up to return. I called SKY, which I spoke to India and they weren't any help as she didn't speak English or understand my Geordie accent. I then called back and spoke to a RUDE, over talking, Miss know it all called Becky who is based in Manchester. Stating my account has been cancelled from the BANK!!! I asked why, as i called the other day, due to the mess up sky had caused and also waiting for a refund. Becky explained the bank cancelled. So I asked if the person I spoke to the other day to call from Billing. I called my bank and asked 2 questions - Did you cancel my account set up with SKY, "NO" - and can an organisation charge 50p per transaction on a monthly basis from a debit card "NO" Reason why i asked about the 50p, is because SKY are charging us extra for charges than weren't agreed when we verbally took the account. I have asked for a recorded palyback as them been a digital business, they can do.
SKY are lying twats who have no care and have idiots who work in the business that don't care about the customer themselves.

If i was running this business, i would seriously kick half the twats out and look at more training and making sure that the individual who takes the call, deals from end to end.

RANT over
25/08/14 About Sky
1
Stalag 14

Stalag 14

"sky problems are driving me mad"

You have got to be mad to pay for Sky, you pay to watch loads of dross and then have to put up with endless adverts, only for the football fanatics, at least freeview is free.
26/02/14 Stalag 14
2
fedupwithsky

fedupwithsky

My daughter had mega problems with sky paying out for services she was unable to receive. She gave up and at the end of contract, cancelled and moved to Virgin. She now has a totally reliable service with Virgin.

Sky continued taking direct debits from her account which they were not entitled to. Sky insisted her account had not been cancelled. They said unless the outstanding account was settled they would take court action. My daughter unfortunately sent a cheque to Sky in order to avoid the unpleasant situation escalating further. We presumed that would be an end to the the matter.

Sky recently called to ask why my daughter had left Sky. My daughter was not home so I told them why in great detail. I pointed out that Sky owed my daughter money which they had taken from her account without authorisation. Sky agent said she could understand how I felt but could not do anything about it as she was unable to access details. I made it clear to her in no uncertain terms what I thought of Sky and that I intended to cancel my own Sky account when the contract expired.

Ironically, when I told her my daughter had cancelled Sky when she joined Virgin she wouldn't have both, she replied, sometimes people have both Sky and Virgin together.
24/02/14 fedupwithsky
2
Mary Kent.

Mary Kent.

We had Sky about 15 years ago and after the 18 month contract We dropped it because of poor service. We have recently considered using them again because I cannot get cable service where I live, but it sounds like things haven't improved.

I think I will reconsider and stay well away.

Cheers for the posts.
10/01/14 Mary Kent.
-1
Nick

Nick

The most stupid thing is you can only talk to your service provider. You can't talk directly talk to the likes of OpenReach, National Grid, Network Rail that actually take care of the infrastructure. These companies take the money, do a minimum amount of work, don't have any customer services and all their employees drive BMWs or Mercedes Benz.
10/01/14 Nick
1
David K

David K

My land line phone has been repeatedly out of action for several months and Sky Talk have been absolutely useless in dealing with it. They take my money happily enough for calls but pass the buck in troubleshooting to BT Openreach, and they claim it's beyond their powers to deal properly with the fault. Not only that, they clearly pay so little to Openreach that the latter won't give you engineer attendance times other than morning or afternoon. In other words, you have to take time off work - and lose money - in order to suit their convenience. That's an appallingly bad level of service, and they couldn't care less. The misery is that Openreach aren't much better - I switched from them because of poor service. Any advice?
10/01/14 David K
-1
Roz

Roz

Sky are possibly the worst company I've ever dealt with. Took up promotional offer with Sky for free broadband & Sky TV for a year, just paying £14.50 for line rental. Took up offer, then I rang a few days later to say they didn't need to worry about coming and fitting the dish and box, etc, we could do without the TV, I even said 'I don't expect any discount for not having it, I'm happy to pay the same, I just don't need Sky TV'. So I didn't think I'd receive my bill to find out I'd been charged MORE for NOT having it!

No mention of this was made when I rang up to say I didn't need the Sky TV part. I've just been on the phone to them and they said they would need to 'listen to my phone calls to check I hadn't agreed to it, I'm not calling you a liar but my manager will need to listen to the calls'. The cheek! Anyhow, I will fight them tooth and nail on it, going via both Offcom & BBc Watchdog, which is what I had to do aboutn3 years ago on behalf of my parents, who Sky decided it was Ok to charge £20 a month for a service they never ordered. If we all complain then it will hopefully make a difference. I will also be cancelling everything with them as I am thankfully still within the 14 day cooling off period. I would even rather pay more for a company I trust (are there any? BT once charged me the bill for a house I'd never lived in!). This isn't the first time I've had this kind of problem with Sky taking money which I have not authorise them to take, so I know it's not just a 'mistake'. Grrrrrrrrrr.
25/06/13 Roz
-18
Disgruntled

Disgruntled

changed to sky broadband in November 2012' as at jan 30 th 2013 still getting problems, broadband dropping signal up to 20 times a day. On phone to sky every day, some agents just don ' t want to know, Iv'e had 3 engineers out , problem still there. Sky are the pits.
30/01/13 Disgruntled
-28
soon to be ex-sky customer

soon to be ex-sky customer

Sky are charging me every month for not having a TV package with them! I have sky broadband and phone but they charge me £2.50/month extra which is listed on the bill as "Supplement for not having Sky TV". This was never explained at any point while I was signing up. Will be changing my service provider ASAP!
18/04/11 soon to be ex-sky customer
-44
jjjjj89

jjjjj89

I hate sky too!!!! they have a charge and loop hole for everything!!!!!! Rude staff that bamboozle you with terms and conditions mumbo jumbo...arghhhh!!!!
07/04/11 jjjjj89
-19
Laura

Laura

I joined up for SKY in February and have had nothing but problems from day one. Would have had to wait 5 weeks for them to sort BB after being told when signing up it would be instant. After numerous phone calls and different information each time we decided to cancel after 1 month of TV and no phone line or BB. Now they are sending letters saying we owe them allsorts. Will never join Sky again and I know a few friends and family who wont after this!
04/04/11 Laura
-41
Sky Hater

Sky Hater

I hate Sky too very high pricing bad boxes unhelpful Staff so i've gone with Freesat Freeview and Freesat from sky sure I have less channels and I can,t record but that's not a problem at least I have my dignity.
21/03/11 Sky Hater
-36
Andy

Andy

I had Sky+ installed in October of this year and was happy until I found that I couldn't record and watch another program at the same time. Phoned sky who told me that there was a problem in the "back office" with my Sky+ subscription. After several calls and 2 months later, I was told to look at the back of the box and confirm the setup. Turns out that the Sky engineer only attached 1 sat cable, thus making it impossible to watch and record at the same time. Question is, will I get compensated for the 2 months where I couldn't use my box as intended?
02/01/11 Andy
-14
Sarkywench

Sarkywench

I've had problems with sky charging me for a service I don't have ... it's even on their system that I don't have it! When I contacted them using their online form the person responding to the email was very unhelpful and even cancelled my package without me asking her to! I contacted them using this email address ExecCustEnq@bskyb.com late at night and received a call from them the very next morning. I spoke to a very nice guy who gave me his name and rectified the issues I had and arranged my package to be half price for 12 months. Result!
03/11/10 Sarkywench
-28

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