Cancelled Sky Talk & Broadband

[SKY ARE A JOKE]

I have had an ogoing dispute and complaint with Sky over the past 23mths, it finally came too a head when the line was cancelled! After numerous calls etc and getting nowhere here is a copy of the complaint letter my partner sent too Sky, does anyone have any more email address that I can bombard them with! See a copy of the email that was sent!!!

 

Dear Sir/Madam,

 

With reference to the above account:

 

Our telephone and broadband services have been disconnected since the 21st of Septemberthrough a perceived billing issue on your behalf.

 

Over the last week, we have made numerous phone calls to yourselves, and have received conflicting & contradictory information each time.

 

Our perception of the issue is that we have been wrongly charged for a substandard Sky multi-room installation, and (despite rectification by a Sky Engineer on the 1st September) this issue has still not been resolved. At the present time, we estimate we have been overcharged in the region of £38 per month from October 2008, yet you continue to maintain we have an outstanding balance.

 

When a sub-contracted engineer was called out to install the Sky at the end of October 2008, he stated that he was not happy at being expected to climb a ladder to install the dish, despite the fact the installation occurred at a one-storey cottage. He also drilled through a PVC window frame, rather than put himself out to drill through the wall material.

 

On numerous occasions following the installation, my partner has called to ask why we have been charged an additional £38 per month for the last 23 months (apart from January of this year) Each time, she was informed that the multi-room box was not connected to the main telephone socket. Engineers have been out of several occasions to rectify this, and as far as we were concerned the issue was successfully addressed. Still the charges keep coming!

 

As of Wednesday, 22nd September, our balance was £247. A payment was made (on that date) of £127, leaving £120 to bring the account up to date.

 

A direct debit was set up 5 weeks ago in relation to this account. My partner was informed that 2 monthly payments would be taken on the 1st of October as there was not enough time to set up the September payment. On checking the online statement she was found an outstanding balance of £247, hence the online payment of £127.

 

My partner set up a direct debit to ensure that this sum would be cleared on the 1st of October, and yet we are informed that we have made a request for cancellation of both internet and telephone services?

 

Both my partner and myself have spoken to various people from different departments on Wednesday 22nd of September. We have both been informed that our services have been cancelled due to a 3rd party request. Following conversations led to us being informed that this was an automatic procedure following non-payment of an overdue account. On further investigation, this was found to be due to the fact that your systems failed to recognise the online payment and failed to recognise that we have been regularly and erroneously over-charged. We do not consider ourselves to blame for this, nor do we recognise that we are liable for payment of the overcharges. With that in mind, we will be seeking compensation for repayment of the over-charged amounts.

 

Phone calls were also received on Thursday 23rd, and Friday 24th. Again, we have received no clarification as to why our services have been disconnected, and when we can expect them to be re-established.

 

In an attempt to resolve this matter, I personally spoke to a gentleman from the PDS department on Friday, 24th September. During this conversation (with employee reference number AB034, ‘Drew’) I was informed that a Customer Relations Form had been issued, and that we were in fact correct in our statements that Sky was in the wrong in this matter.

 

He then informed me that I would receive a telephone call within 72 hours. Thus far, there has been no follow-up call. My partner was informed this morning that someone had registered a log-in to her account details just after midnight on Saturday, 25th September. I would be very interested to know who this was, and the reasons why? It cannot possibly have been as a result of our contacting you at this time, as my partner was at work, and I was at home with a disconnected telephone line?

 

I would respectfully suggest that someone from your Customer Relations Account contacts us with extreme expediency, and ensures that they have the correct information to hand. We are thoroughly sick & tired of being misled, misinformed, and indeed subjected to outright lies by the representatives we have thus far spoken to, as well as being subject to wrongful denial of service. The responsibility for resolving this matter lies entirely with yourselves, and I expect and demand that we are contacted directly by a member of your staff who is in possession of the correct and true facts of our situation, and who is in a position of seniority sufficient to both give us answers, reconcile our services, and ensure that we are reimbursed for the amounts we have been overcharged.

 

If you continue to treat us with the contempt you have thus far demonstrated, then we will have no hesitation whatsoever in involving the Telecommunications Ombudsman to ensure you have no further opportunity to ignore our complaint!We will also have no hesitation in seeking redress through a 3rd party.

 

Either myself, or the Account Holder ****** *******, can be contacted on either ***** ******, or ***** ******.

 

I anticipate your swift response with regards to this matter

[fedup100]

Great letter, hope it does the trick, companies too big now to read such and use common sense. Computer key "is it offering money", "sum", anything else is irrelavant to target hungry workers.

[IdaInFife]

Wh.en you take sky multiroom, the terms and condition place the responsibilty of the telephone line connection onto the account holder, whether engineers can resolve the problem or not.

 

Sky have no obligation to give you back any of the charges or stop them. The only was to stop them is to find a resolution to it or cancel the multiroom.

 

From your opening post, if your account has been clocked due to payments. You only have 21 days from the day the restriction is placed on the skytalk to get the account balance to zero and set up a dd to get the services reinstated. If this is not done then the services will cancel completley. After this if yous till want to have sky services and the account has been cleared then the tv can be reinstated but the skytalk and broadband will need to be reordered from scracth and fees would be required for the these or you can go to another provider.

 

This should have been stated you from the off and any operator you spoke too should know this and agree if you were told any different then there is no need for it.