Sky's big foul up.........

[Jaffa1a]

I recently signed up with sky for the whole package, TV, Broadband and Phone line.

 

they came and fitted the dish and box, left our 30 litre water butt on its side in the garden creating an all mighty mess which my poor aged mother was left to find (they didn't inform us of this). The water butt contained three years of water and silt so you can imagine the mess and stench. They also gouged a mark in the wallpaper and for this i got two months free viewing (£40 wow!)

 

On the 16th August my phoneline went "live". I should explain that we had two lines coming into the house, mine and my mothers, and this was to be kept as two lines and i explained it thoroughly to the agent on the phone.

 

So next day tried to phone my mother from work....no answer so i called my number and yep you guessed it she answered straight away on her phone and not mine. Called Sky to say they had mixed up the lines, they informed me that no it was the correct number and that they can't check mums number as they didn't own it. called mums supplier..talk talk..to be told that sky had requested to take over her number and not mine and i was still a customer of theirs.

 

Fast forward two weeks and numerous phone calls, lost my rag and asked to speak to a manager only to be told there is not one available, i used to work in a call centre so i know that there are always managers available!

 

Now have been restricted by talk talk as the bill has not been paid, i was not aware of this till after the issues started with sky and i though i was no longer with them. Talk talk want £150 to disconnect my line and still have not disconnected it. so when i call mum from work i get my old line and cannot get through and if mum phones me from home she an get through on her sky line.

 

Spoke to BT in desperation as it was their engineers who did the work only to be told that i shouldn't have left BT then should i.

 

The lot of them are woefully inadequate and really need a big kick up the backside. Can't cancel as i'm a new customer.....and to add insult to injury they sent me a paper bill dated 10th september which i received on the 23rd to be told that payment will be taken on the 24th and they will not pay my bank charges.

 

Am in the process of writing to both sky and Talk talk to get this sorted out, my mother is 76 and has a sick sister who she cannot call as there are certain numbers that have been restricted by talk talk......if you are confused join the club because so am i!

[understanding]

I sympathise, I really do. Sometimes they deserve to be sued for creating chaos where peace once was - isn't it time consumers banded together to take on everyone who is supposed to be providing a service and failing to meet a standard.

 

Companies need to be shown providing a hassle free service matters and if they are not up to the task, penalties should ensue.

 

They are quick to take payment for shoddy service and will heap on charges if a dispute arises or payments are late, what if the consumer were to add charges for their lack of providing the service expected and paid for, maybe they would change their tactics.

[IdaInFife]

Sky do not add extra charges for anything including late payments.

 

It is very confusing what has happened and have read your post a few times as still do not 100% understand.

 

You have 2 lines in the house, your and your mums,

 

your no should have changed to sky and leave your mums with talk talk?

 

but they got it the wrong way round?

[rebel11]

Hi Jaffa

 

I think you need immediate action, I would e-mail your Talktalk complaint to the CEO, [email protected]

[Jaffa1a]

Sky do not add extra charges for anything including late payments.

 

It is very confusing what has happened and have read your post a few times as still do not 100% understand.

 

You have 2 lines in the house, your and your mums,

 

your no should have changed to sky and leave your mums with talk talk?

 

but they got it the wrong way round?

 

Yes that is correct, we now have two lines with the same number, one with sky and one with talk talk. The talk talk line is restricted so cannot call out on it but the sky one is fine. But only certain numbers restricted, so for example can call my sister who lives in the same twon, but not my best friend or my mothers friends. Mum can call me at work but i can't call her from work. It is very confusing and as i said a big foul-up!!!!!!!!!

[IdaInFife]

and you both had different telephone numbers that you were each paying a seperate line rental for or

 

was it one line where you paid additional (not full price line rental) for a secondary number (basically one line that had 2 phones attached and dependant on which number was rung that particular phone would ring)

[Jaffa1a]

and you both had different telephone numbers that you were each paying a seperate line rental for or

 

was it one line where you paid additional (not full price line rental) for a secondary number (basically one line that had 2 phones attached and dependant on which number was rung that particular phone would ring)

 

Yes we both had different telephone numbers and paid seperate line rentals, with different accounts with talk talk.

[IdaInFife]

So basically the op that dealt with the skytalk order failed to double check the actual telephone number you wanted skytalk on.

 

Very basic detail that is the most important.

 

There is simply no excuse for that at all.

 

Now fixing it will be a problem.

 

For your mum's line she will need to ask talk talk to take it back.

 

What sky will probarbly need to so is to calss your as a new line provide i.e. provide a new linw but with your old number but this will take time unfortunatley but i am unsure if there is anyway quicker for them to do this.

 

Although you say you are writing to sky, may i suggest you email them as well via their online complaints, due to the nature this should be escalated to someone who can get this in process for you asap to try and get this sorted so you can at least get the lines sorted.

 

And then let them deal with your complaint and any costs you have incurred and compensation.

[Jaffa1a]

Thanx for the advice, will email them tomorrow as suggested. Mum's old line has been disconnected by talk talk so we will have to call them to sort that one out.

 

At the moment i have been charged approx £30 for the calls to their "customer services" as well as the charges from my bank due to non-payment so they will have a hefty bill from me.....i will expect compensation for my inconvenience too!!!!

 

I refuse to call them anymore as have found out they charge 20p per minute and deliberately keep you on hold for as long as possible..1 and half hours one night.........disgraceful.

[IdaInFife]

the cost of the call is dependant on the call carrier you are calling from.

 

The sky line will cost you nothing to call them.

 

IF you have skytalk unlimited - no cost at all

 

skytalk freetime is free after 7 pm