Thread: Sky charging for failed callbacks

I'll try to keep this brief. We moved in September and had our Sky + box and 2 other boxes re-installed by an engineer. They weren't all connected to the phone lines at the time, just the Sky + box. We received a letter about 2 months later to say that they hadn't had a callback from the boxes and if this situation continued we would be charged the full subscription charge for each box. So far, so fair enough. I followed the instructions on the letter to get the boxes talking to Sky, but it didn't work so I rang their technical help. Their systems were down, they took my name and number and said they would ring me when the system came back up. This callback didn't happen.

I then rang them back about a week later and after a lot of back and forth, finally got the boxes to successfully callback. Issue sorted? Apparently not.

I was able to pay the £75 I usually pay in December and my viewing was re-instated. I then received a bill for over £130 in January. I rang customer services and asked what the extra charges were for. I was informed that I was being charged for 4 months worth of unsuccessful callbacks! This was the first time I was informed that I would be charged for these. I pay my bills monthly by debit card, so I receive a bill every month. No bill had included a charge for a failed callback, until the bill I received in January.

I have refused to pay this and have been told that I have to write a letter, which I have done and sent by registered mail.

In the meantime I can't watch any Sky channels, which I gather from another thread on this site is in their T & C's and I won't get any reduction for this, even though I have, I feel, a valid reason for not paying my bill.

Can anyone let me know if they have experienced charges for failed callbacks? And any advise on how to ensure I don't have to pay these, I feel, completely erroneous charges.

Thank you!

Yes - ande the application of these is automatic, but they can be challenged. They require BOTH boxes to call out using the same phone number (to prove they are at the same location). I have a small switching system and 3 lines, so the boxes could call out from any of the lines. I then get hit with the bill, not because they didn't make the callback, but because the numbers were different!

I shouted long and hard and got a credit, but it was easier to program the box to use the same line number, which was what I did in the end. You don;t say why the callvacks weren't being made - they do hold off billing until they are certain no callback exists, which is why it waited 4 months, then back-billed. If it received a callback in month 3, the charge wouldn;t have been applied.

Thanks for this, although it isn't really what I wanted to hear! I don't know why they callbacks weren't being made, something to do with the number pre-fix in the settings. Apparently it was showing at their end that the number was withheld. My real issue is that I wasn't told I would be charged for the failed callbacks, only that I would be charged full subscription if they didn't get a callback. I'm not being charged for the subscriptions....how can they back charge me without warning me it would happen?

Now, if the engineer set up the boxes incorrectly (and they were indeed making the callbacks to the Freefone number) challenge them. There has never been an issue with Sky about people with lines that withhold their number when calling - as Sky actually get the number anyway.

You've got their 'Multiroom' product, and theres is a particular set of caveats that apply with regard to getting the discount, and they are quite tightly defined. You have to have an analogue phone line, not digital (for example), however I think it still worth complaining that there's no mention of having to send your number, only a 'callback' so if it calls back, you've completed your side of the deal!

Thanks for this, as I was writing my previous reply that thought did cross my mind! Do you know where I could find their T & C's regarding the TV service on-line? The only ones I can find are for the website. Also, is it legal for them to charge me for something without warning me that it would happen? I understand about the threatened subscription charges, but no mention was made of charges for failed callbacks until they were retrospectively added to my last bill...

Have a look at their T&C's (dated 19/01/09);

Sky.com - Sky Products>Sky TV>Sky Multiroom

Now, unless the terms you signed up to were markedly different (unlikely) you have a get-out. Look carefully at what they ask. If you can state your boxes WERE connected to the same telephone line, they cannot add these charges simply because your line didn't present a CLI.

Dupe

Brilliant, thank you so much!

Rebekah

Anytime!

I think you should add 'Ever Vigilant' to your tag, Martin!