After my Sky annual subscription broke the £1,000/year charge (with the Sept 2014 increase) I decided to cancel all my Sky service - Sky TV, Sky Line Rental and Sky BB. On the phone the CSR made it sound simple and I was assured it wouldn't cause a problem because Sky hoped I would return one day.
The reality however is a total shambles. I was told to approach my new Broadband/Line Rental supplier and ask them to contact Sky because doing it that way would avoid me needing a MAC and I would have seemless transfer of service except for an hour or two on the actual day of the transfer. So I went ahead and a few days later I receive a Sky communication saying:
"We'll stop your broadband service on 28/07/2014 and will remove it from your phone line around 10 working days later.
You won't be able to re-order broadband on your phone line until your Sky service has been removed. If you're switching to another broadband provider you'll need to obtain a MAC code in order to ensure a seamless transfer. If you haven't already requested a MAC, just call us on 03442 410 515. You then need to give this to your new provider within the next 30 days."
So I call another CSR and ask what is happening as Sky seem to be doing exactly the opposite of what Sky suggested. The CSR seems baffled and can't explain the email. She checks my account and says they are definitely stopping my BB on 28/7/14 but doesn't understand the reference to a date 10 days later. It really isn't a reassuring conversation and I'm left with no obvious resolution on the question 'What is happening'?
Concurrent with this I receive another communication about Sky TV which I have previously agreed is to be totally cancelled after 31 days notice (which is 10/8/2014). This says:
"Here's a summary of what has changed on your Sky account.
The following extras will be removed from your package
Sky+HD Pack
The change to your extras will be effective in 31 days unless otherwise agreed".
So another call to another CSR and another story. Yes they are cancelling my HD pack. No they aren't cancelling anything else despite a 30 minute call with the original CSR who confirmed at the end of that call that all my Sky TV would terminate on 10/8/14.
Am I unlucky? Are Sky just totally incompetent? My experience means once I get away I will never ever return with this level of service.
As I've said in another post my total Sky bill has risen to £1,000+/year and as I can get Line rental/BB for £160/year I'm saving £840 each and every year by ceasing Sky and not only didn't Sky seem even slightly interested in keeping me as a customer they are doing their very best to make sure I never return in the future.
Does anyone understand what is happening to me? Or is this typical?
The reality however is a total shambles. I was told to approach my new Broadband/Line Rental supplier and ask them to contact Sky because doing it that way would avoid me needing a MAC and I would have seemless transfer of service except for an hour or two on the actual day of the transfer. So I went ahead and a few days later I receive a Sky communication saying:
"We'll stop your broadband service on 28/07/2014 and will remove it from your phone line around 10 working days later.
You won't be able to re-order broadband on your phone line until your Sky service has been removed. If you're switching to another broadband provider you'll need to obtain a MAC code in order to ensure a seamless transfer. If you haven't already requested a MAC, just call us on 03442 410 515. You then need to give this to your new provider within the next 30 days."
So I call another CSR and ask what is happening as Sky seem to be doing exactly the opposite of what Sky suggested. The CSR seems baffled and can't explain the email. She checks my account and says they are definitely stopping my BB on 28/7/14 but doesn't understand the reference to a date 10 days later. It really isn't a reassuring conversation and I'm left with no obvious resolution on the question 'What is happening'?
Concurrent with this I receive another communication about Sky TV which I have previously agreed is to be totally cancelled after 31 days notice (which is 10/8/2014). This says:
"Here's a summary of what has changed on your Sky account.
The following extras will be removed from your package
Sky+HD Pack
The change to your extras will be effective in 31 days unless otherwise agreed".
So another call to another CSR and another story. Yes they are cancelling my HD pack. No they aren't cancelling anything else despite a 30 minute call with the original CSR who confirmed at the end of that call that all my Sky TV would terminate on 10/8/14.
Am I unlucky? Are Sky just totally incompetent? My experience means once I get away I will never ever return with this level of service.
As I've said in another post my total Sky bill has risen to £1,000+/year and as I can get Line rental/BB for £160/year I'm saving £840 each and every year by ceasing Sky and not only didn't Sky seem even slightly interested in keeping me as a customer they are doing their very best to make sure I never return in the future.
Does anyone understand what is happening to me? Or is this typical?