This all started a few weeks ago....
Basically, I moved house. I was just within the Sky contract by 3 months so had to move it with me.
Phoned and explained the situation and was told yes not a problem... it will take 3-10 working days.
10 Days later, the situation had not been resolved. So I phoned back, at this point it was explained that there was an outstanding balance (quite a sizeable one) on the account and it couldn't be moved/rectified until it had been settled.
So I sort out the funds and settle the account. I am told because they have already applied for the funds to be taken from my bank I have to cancel the direct debit. So this I cancel as well. I was then told that the lines are on the Sky network, not the BT network so I will get a phone call back within 72 hours. At this point I had been on the phone (yes my mobile as Sky hadn't got my phone line sorted out) for 97 minutes.
72 hours was up on Saturday... Still no call back. So Monday I phone Sky (from work this time!) I was told there is a sizeable balance outstanding on the account and they can not change it over till it is settled. This balance isn't due till the 6th March but they had blocked my account anyway and as it was blocked they couldn't change the systems over. They refused to let me talk to a manager or supervisor, and the words used were, "They are refusing to speak to you as you have an outstanding balance on the account, once it is cleared they will" even though it was about the outstanding balance that I wished to speak.
Eventually after much arguing and taking of names and extension numbers for every member of staff I had spoken to (which is now quite a long list, if you need to speak to a manager at Sky I have there extension numbers ;o)I got through to a customer resolution advisor or something like that. I went through the whole situation with her again, she looked at the system and behold could not do anything. She promised me she would phone back the following morning before 9am with an answer.
Amazingly (sorry I don't mean to doubt you) she did call back. We went through the call and all the issues and problems, not only can they not supply BB through my phone line as I live to far from the exchange, the line is so noisy they don't think they can supply a phone line that works either...
So, the resolution we came up with is this....
1) They will cancel BB and phone (waiving the fees as they can not supply a service)
2) They have deducted the money again owing on the account (I thought that was especially nice as I hadn't used the service in over 2 months)
3) They will refund the money for the phone calls (once I have produced the phone bills)
4) They have given me 3 months worth of free TV packages.
So for 3 months of free TV I have had to endure 2 months of no service (which I still got charged for). It has taken them nearly 3 months to decide they can not supply a phone line or BB to my house. It has cost me somewhere in the region of £80 on phone calls (which will get refunded)apparently. That is without the 4-6 hours of lost time spent on the phone which I will never get back.
All in all... a very unhappy and disappointing experience.
So, if you are looking for Broadband and Internet packages... STAY AWAY FROM SKY...
If you have cable in your area, get fibre optics ;o) All good and I never had any problems with virgin or NTL as they were... if you have to use phone lines, get BT. Not the cheapest but in the 5 years of working with them they have always responded quite quickly, unlike Sky.
So there you have it, the Sky Saga... I shall let you know what happens about phone bills being refunded etc.
Also if you do have a problem and need someone to speak to at Sky... use this extension number CSRLLA77 be nice though, the young lady in question was the only person at Sky that took ownership of the probelm and resolved it for me, she also called back when she said she would... so a big Cheer for you :o) Now go tell your bosses you need a raise. :o)
Stay safe and well.
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