Sky Customer Service Issues

Subject: Refund Request for Cancelled 2TB Sky Q Box Installation I recently cancelled the installation of my 2TB Sky Q box for May 2nd, [redacted], and subsequently terminated the contract. An issue arose as Sky had already charged me the installation fee of £[redacted].00 in advance. I respectfully request the prompt return of this amount. As per Sky's preference for not receiving phone calls, I am reaching out through this platform to address this matter and seek a resolution in a timely manner given the current uncertainties with site visits. It would be appreciated if Sky could uphold their commitment to prioritizing individuals over the age of 70 during these times. Thank you for your attention to this request. Sincerely, Don H.

I’m inquiring about the installation of Sky Q boxes. Customer service mentioned the engineer would call on April 3rd for installation. I am eager for this to happen since we are paying for a service we are not receiving and it has been quite a while. I came back to Sky due to issues with payments taken from my deceased mother's bank account. Despite informing you of this and being assured the direct debit would be canceled, payments continued. I have documented evidence from live chats with advisors regarding this matter. I was promised two months of free subscription as an apology. I am concerned that this hasn’t been fulfilled as agreed upon. The situation involving the payments taken from my late mother's account was distressing, and I hope you can provide clarification on why the promised gesture has not been honored as expected.

I am extremely frustrated with Sky! This is not the first time this has happened. Two weeks ago, I lost my job due to the coronavirus pandemic, and my first priority was to lower my bills. When I contacted Sky, I was informed that I could reduce my bill by removing Sky Sports. They assured me there would be no charge and that I could add it back anytime. However, today I checked my bill and £90 was deducted. I cannot afford this unexpected charge as I currently have no income. This was never explained to me during the call. I have a witness who heard the same information. We both removed the package. I demand the unauthorized £40 be returned to my account immediately. I am disappointed in Sky's customer service. It seems arbitrary how bills are determined, with some paying less for the same services. There is a lack of transparency when it comes to charges. I am struggling financially and cannot reach anyone at Sky due to limited services. Please refund the money taken from my account. I do not want it credited to my next bill. If needed, please review the initial phone call for verification. I did not authorize this charge and consider it theft from my bank account. I desperately need this resolved as soon as possible.

My name is Mr Julian Bowley, and my Sky account number is [redacted]71, where I am the bill payer. I recently discontinued your services due to package dissatisfaction. Despite providing ample notice to my new provider, it appears I am still being charged for unused services. I reluctantly settled the recent bill to enable communication, only to find discrepancies in the billing dates and constant arrears penalties. This situation has caused me significant stress and health concerns. Unfortunately, with the current challenges surrounding Covid-19, reaching a resolution has proven difficult. I kindly request a prompt and satisfactory resolution to this matter, as I eagerly await your response. For expedited assistance, you can reach me at [redacted]0. Thank you, Mr Julian Bowley.

Hello, I am following up on an email I sent 10 days ago regarding canceling my Sky account. I am reaching out because I have not received a response. Here is the email I originally sent on 27th March to [redacted] Subject: Charlotte Regan, 4 Fenns Way, Woking GU21 4BJ. Phone: 01[redacted]29 / [redacted]3 [redacted], Email: [redacted] I have been attempting to contact you for some time now, and I understand that things may be busy. I hope all is well with you and your team. I previously spoke to a representative about my options for cancellation after receiving a letter about cost increases. We are currently subscribed to a TV, Phone, and Broadband package, and I would like to cancel some or all of these services. During our conversation, we discussed a new package with high-speed broadband and inclusive calls for £34 per month. Is this option still available? If not, please proceed with canceling all services associated with my account. Consider this email as my formal notification to cancel the television package. I kindly request a prompt response. Thank you, Charlotte

I have been with Sky since [redacted], and after rejoining in [redacted] due to some financial issues, I was offered a package for £27 per month by a helpful advisor. However, after clearing a payment of £94 on 2nd April [redacted], I was surprised to see my bill for 2nd May [redacted] was £66. I have not received any explanation for this sudden increase and my attempts to address this through 3 complaints have not been successful. Today, I received a partially incomprehensible voicemail which I suspect was from Sky, but I couldn't make out the phone number. It's frustrating that they are making billing adjustments without clear communication with customers. It's important for companies like Sky to remember that without us, their customers, they wouldn't exist.

I am curious about the applause for NHS workers. More people are unfortunately dying in hospitals from the virus. They are being compensated for their duties already. Many of us have diligently performed our jobs without any special recognition. The idea of providing them with extra pay seems absurd. It appears that everyone is receiving assistance from the government except for pensioners like us. We have been isolating ourselves long before the official lockdown, and it looks like we will need to continue for several more months. Fortunately, we have a spacious garden where my 73-year-old wife, who uses a scooter, can move around with our dogs. I admire Beth Rigby, and I thought she might raise a question on my behalf. I appreciate you taking the time to listen to my thoughts. My intention is not to criticize the NHS, but from my perspective, they are simply carrying out their regular duties, virus or not.

I haven't paid my monthly bill since March. Initially, my bill was £23.50, but I discovered it had been increased to £31.50 starting in December. I contacted the company to address this, but they explained a £2 bill increase in effect from April, which I missed. As a result, from December onward, my bill rose from £23.50 to £33.50. I communicated my concerns via email and have withheld payment for April due to the overcharges. However, the company has threatened to suspend my account if not resolved within 30 days from April 14. Despite attempting to contact them by phone, I was left on hold for approximately 20 minutes before giving up. I feel frustrated by the lack of customer-friendly communication from sky. My account number is [redacted]41.

I renewed my contract with Sky for internet wifi service in November [redacted], with monthly payments of 25 pounds. However, in the last two months, Sky has deducted 27 pounds per month from my account. I am unsure why this extra charge is being applied, as I have not requested any additional services or upgrades. Additionally, I have paid for a broadband boost that I have yet to receive. Thank you.

Hello, I am experiencing issues with accessing my Yahoo email account, [redacted], since May 7, [redacted]. When attempting to log in, Yahoo claims my username, password, and phone number are unknown. Additionally, someone has been sending spam emails from my account to my other email, [redacted], asking for help. This spam is not from me. I would appreciate any assistance in resolving this matter and regaining access to my Yahoo account. For now, please contact me at [redacted] Thank you. Best, Vangeliya K.

I noticed an additional charge of £9.95 on my May bill for a hardware delivery fee. It was because I contacted the service department on April 1st due to no WiFi connection. After sending new equipment that didn't fix the issue, an engineer visited on April 15th, but the problem persisted with intermittent WiFi. Finally, Openreach came on April 21st, which seemed to stabilize the situation. During my initial call on April 5th, I was assured compensation for the WiFi downtime, but I haven't received it. Instead, I've been billed extra. Could you also confirm when my current contract ends? Based on past emails, it should be on June 10th, [redacted], as I've noticed my monthly charges increasing.

Sehr geehrte Damen und Herren, mein Name ist Mistura Oriade und ich möchte meinen Account bei Sky kündigen. Ich bin nicht an dem Angebot interessiert und habe auch kein Sky zu Hause. Vorgestern habe ich eine Rechnung in Höhe von [redacted],19€ erhalten, obwohl ich kein Sky zu Hause habe. Ich bin sehr verärgert und bitte Sie darum, mein Konto zu schließen. Mit freundlichen Grüßen, Mistura Oriade [redacted]34 ist meine Handynummer. Gerne können Sie mich kontaktieren.

Good evening, I have struggled to find an email address to contact Sky on their website. Is this intentional to discourage people from reaching out? I have been a Sky customer for 20 years, although the bill is in my partner's name. When COVID-19 began, Sky Sports was paused. When we called on March 22nd, Sky offered us three months of Sky for £44.22, which seemed fair. They also promised to refund the full £85 for March, but this never happened. In April, the bill was £44.22, but in May, it increased to £65.00 without any notification prior to June 22nd. I wonder if Maxwell needs the extra cash again. It would have been considerate to inform us about the price increase. I hope to receive a response explaining why the promise was not kept. If the service does not improve, I may switch to Virgin if available in our area. Looking forward to a reply. Regards, John

In December, I relocated and had an engineer attempt to install my Sky Q at my new address, but there were technical difficulties. Despite being advised to keep the equipment due to my upcoming move to a new build, delays caused by COVID-19 led to me receiving return packaging. Upon contacting an advisor, I received additional packaging and have shipped the Sky Q box; however, it has not yet been delivered. I was unexpectedly charged £[redacted], which I did not have in my bank account, resulting in my broadband being disconnected. With three girls relying on the internet for Google Classroom, I urgently need my broadband reconnected today. The Sky Q box will be dispatched shortly. Thank you for your assistance.

I need assistance canceling my Sky Q service. I did not request Sky Q; it was recommended for us to try. As we are in our late 70s, we find the Sky Q service difficult to navigate, and it has removed our Freeview programs. The program listings are confusing, so we are only using a small TV in the kitchen. After 15 years with Sky, we feel ignored. I am scheduled for a call back from an agent on Wednesday, June 10th, but I would appreciate any help. The engineer who installed Sky Q assured us we can switch back to our original Sky service if we can't adjust to Sky Q.

A few weeks back, we started using Sky Q. Overall, everything is fine except for the fact that we are unable to access any 4K Ultra HD content. Despite having a 4K TV, we can only watch Ultra HD content on YouTube. We have been loyal VIP customers for over 30 years, but we are finding it impossible to reach Sky by phone. We urgently need an engineer to visit our place. If not, we will have to cancel our direct debit and escalate the issue to the ombudsman. We are disappointed with the situation, especially considering our long-standing loyalty. Looking forward to your prompt response within the next 24 hours. Regards, S. McVay

On May 28th, I upgraded to Sky Superfast Broadband for £27 per month for 18 months. However, on June 2nd, £40.49 was debited from my account, possibly due to a pre-existing direct debit. I expected communication regarding the payment changes but received none. Consequently, I canceled the direct debit to discuss establishing a new one at the correct rate. Unfortunately, I have been unable to reach customer service as I do not fit the vulnerable or key worker criteria.

My account was closed on April 6th, and my phone line and broadband were disconnected. I decided to leave Sky because they disabled my TV box at the end of February without any notice. In March, I was charged £58.00, and since then, I have been charged on my direct debit £7.45 on April 27th, £28.45 on May 27th, and £28.45 on June 29th. Sky continues to charge me monthly despite my account being closed. Initially, I only had the basic package with standard broadband and TV but no free phone calls. Even though my account states "we’re sorry you have left us," money is still being deducted. I have tried to contact them online without success as it seems I am not considered "vulnerable." My account number is [redacted]85. Regards, J. Thompson.

Upon moving into our rented property, we arranged for a sky technician to come and set up our service. However, we were surprised to discover that we needed an aerial adjustment first. After contacting to cancel the technician, I emphasized that we still wanted the original £39 broadband and entertainment package. Despite this, when we rescheduled the technician, we were told the entire package was canceled. After an hour on the phone, the representative offered a discount of £42, more than our initial deal. It took some time to explain that it was actually a higher price with the discount. I was assured a new discount would be provided once the service was connected on the rescheduled date. However, I never received the promised call about this discount. I tried explaining the situation again to another representative who transferred me to the billing department where I was disconnected. Unfortunately, I have been overpaying for the service for 4 months and have been unable to rectify the issue due to these ongoing problems.

In September [redacted], I contacted Sky to adjust my package, and we agreed on an 18-month contract reducing my payments to £44. I had canceled BT Sport due to the lack of live sports during Covid-19 but now that sports have resumed, I re-added it through my Sky box for £25 in HD. However, my recent bill of £[redacted] shows 2 charges for BT Sport, one for £25 and another for just over £24. My contract is not up until March [redacted], and I am confused about the extra charge. Can someone investigate this matter, please? Thank you. - Mr. A Ham